AURSAA001 — Process customer complaints in an automotive workplace
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What an assessment for AURSAA001 must cover
40 assessable components: 4 elements (11 performance criteria), 1 performance evidence and 24 knowledge evidence requirements, plus 4 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.
Elements & performance criteria
1 Clarify nature of complaint
- 1.1Details of complaint are established
- 1.2Summary of complaint is documented accurately
- 1.3Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer
2 Identify options to resolve complaint
- 2.1Possible options for resolving complaint are identified according to workplace procedures
- 2.2Solutions outside individual level of responsibility are referred to supervisor
3 Act to resolve complaint
- 3.1Chosen solution is outlined to customer according to workplace procedures
- 3.2Chosen solution is implemented within required timeframe and conditions are negotiated with customer
- 3.3Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required
4 Provide feedback on complaint resolution process
- 4.1Effectiveness of complaint resolution solution is assessed against customer feedback
- 4.2Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures
- 4.3Workplace documentation is processed according to workplace procedures
Performance evidence
- process and resolve three different customer complaints in an automotive sales and service workplace or simulated environment.
Knowledge evidence
- workplace operations relating to:
- workplace products and services
- location of departments, sections and contact details
- workplace procedures relating to:
- customer service
- dealing with dissatisfied customers
- complaints handling and recommending appropriate action
- reporting and registering complaints
- key legal requirements relating to customer rights as a consumer and business obligations under the Australian Consumer Law (ACL)
- effective communication techniques and the individual’s role in processing customer complaints, including:
- giving customers full attention
- greeting and farewelling protocols
- speaking clearly and concisely
- using appropriate language and non-verbal communication, including:
- tone of voice
- body language
- personal presentation
- using clear written information
- dealing with people from diverse social, cultural and ethnic backgrounds and with varying physical and mental abilities
- basic negotiation and problem-solving techniques, including:
- active listening
- questioning techniques
- interpreting body language
- presenting options.
Foundation skills
- Reading skills: interpret information in warranties, terms and conditions, and receipts relevant to customer complaint.
- Oral communication skills: participate in verbal exchanges using active listening and questioning techniques to gather, clarify and confirm customer information and feedback; effectively relate to people from diverse backgrounds using clear language and tone of voice appropriate to situation.
- Self-management skills: follow workplace procedures and seek assistance from supervisor as required.
- Problem solving skills: apply basic conflict resolution skills for handling dissatisfied customers.
Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.
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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing AURSAA001
What does an assessment tool for AURSAA001 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for AURSAA001 needs to address all 40 unit components: 4 elements with 11 performance criteria, 1 performance evidence requirements, 24 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.
How does Auditori generate an assessment tool for AURSAA001?
Auditori pulls the current release of AURSAA001 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.
Is the first assessment tool really free?
Yes. Every new account includes one free credit — enough to generate the complete assessment tool for AURSAA001 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing AURSAA001 assessment instead of generating a new one?
Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of AURSAA001, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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