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TLII0002 — Provide freight forwarding information and customer service

Generate a complete, audit-ready assessment tool for this unit in minutes: candidate assessment, assessor guide with model answers, and a coverage matrix mapped to every component below. Reviewed and approved by your qualified person, exported under your branding.

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What an assessment for TLII0002 must cover

56 assessable components: 2 elements (9 performance criteria), 17 performance evidence and 30 knowledge evidence requirements. 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 Deal with customer freight forwarding inquiries

  • 1.1Customer inquiries are dealt with courteously and efficiently
  • 1.2Questions are used to clarify customer requirements, needs or concerns
  • 1.3Information is accurately conveyed to customer and customer understanding is confirmed
  • 1.4Clarification is sought from other workplace personnel or external individuals/authorities as required, in accordance with workplace procedures
  • 1.5Follow-up actions are undertaken in accordance with workplace procedures

2 Explain of freight forwarding process

  • 2.1Freight forwarding chain of operations is explained to customers
  • 2.2Parameters of freight forwarding services relevant to customer requirements are explained in accordance with company procedures
  • 2.3Handling and documentation requirements for various types of goods are explained to customers, including special requirements for border security, biosecurity and safety compliance
  • 2.4Documentation concerning service provision is forwarded to customer in accordance with workplace procedures

Performance evidence

  • advising on procedures and protocols for forwarding various cargo to different destinations
  • advising on relevant regulations and required documentation
  • applying relevant codes of practice and legislative requirements including local and international freight
  • communicating effectively with others when providing freight forwarding services to customers
  • creating documentation related to providing freight forwarding services to customers
  • interpreting and following operational instructions and prioritising work
  • modelling excellence in providing freight forwarding information and customer service
  • modifying activities depending on operational contingencies, risk situations and environments
  • monitoring work activities in terms of planned schedule
  • overseeing a team providing freight forwarding information and customer service
  • providing information to customers on freight forwarding operations
  • reading and interpreting relevant instructions, procedures, information and signs
  • reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures
  • responding appropriately to cultural differences in the workplace
  • retaining records and documentation
  • working collaboratively with others when providing freight forwarding services to customers
  • working systematically with required attention to detail

Knowledge evidence

  • Australian and international standards, criteria and certification requirements
  • customer information including:
  • documentation
  • freight charges
  • general freight forwarding requirements
  • legislative requirements
  • customer service policies and procedures
  • oral, aural or signed communications, manufacturer/client specifications, supplier and/or client instructions
  • parameters of freight forwarding services relevant to customer requirements including:
  • fiduciary and legal responsibilities
  • freight forwarding procedures
  • insurance requirements
  • payment requirements and procedures
  • relevant legislative requirements
  • required import and export documentation
  • service costs
  • types of transport modes
  • various consignment methods
  • relevant codes of practice and legislative requirements including local and international freight regulations including:
  • regulations and codes of practice for international and domestic freight transport
  • Australian and international standards and certification requirements
  • requirements for work including:
  • authorities and permits
  • freight forwarding protocols
  • hours of operation
  • relevant regulations
  • workplace operations
  • sources of relevant information and documentation
  • typical problems that can occur when providing freight forwarding services to customers and related appropriate action that can be taken to prevent or solve these problems
  • workplace procedures, policies and protocols for providing freight forwarding services to 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 TLII0002

What does an assessment tool for TLII0002 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for TLII0002 needs to address all 56 unit components: 2 elements with 9 performance criteria, 17 performance evidence requirements, 30 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 TLII0002?

Auditori pulls the current release of TLII0002 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 TLII0002 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing TLII0002 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 TLII0002, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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