SITXCOM010 SITXCOM005 Manage conflict

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Brisbane CampusSydney Campus

Introduction

The assessment tasks for SITXCOM005 Manage conflict are outlined in the assessment plan below. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.

Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Gamma Education & Training Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully

Assessment for this unit

SITXCOM005 Manage conflict describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.

Please refer to your Learner Portal for feedback on your Assessment.

Assessment Plan
Assessment Task Overview

Knowledge questions - You must correctly answer all questions.
Role plays - A series of role-plays to demonstrate your ability to interact and communicate with customers and colleagues in a non-discriminatory way
Scenarios - Use appropriate conflict-resolution techniques and communication skills to resolve customer and team issues.

Student Assessment Agreement

Make sure you read through the assessments in this booklet before you fill out and sign the agreement below.

If there is anything that you are unsure of, consult your assessor prior to signing this agreement.

YesNo

If so, explain these in the space below.

YesNo

1. Knowledge questions

Assessment Task 1 Instructions

Provide answers to all of the questions below:

Question.1. Define ‘conflict’. Write at least 2 sentences.*

Question.2. What is a potential cause of conflict between team members?*

Question.3. Write is the correct order for the five stages of conflict.*

Question.4. List 4 resources that are available within an organisation to help you resolve a conflict situation.*

Question.5. You witness two employees shouting and swearing at each other. One starts to poke the other in the shoulder with their finger. What stage of conflict is this? What indicates to you that this is the level of conflict?*

Question.6. Describe a conflict situation that has the potential to threaten the safety of customers or colleagues.*

Question.7. Describe 2 techniques can you use to establish and agree on the details of a conflict situation with all parties involved. Write at least 2 sentences for each answer.*

Question.8. Identify 2 causes of potential conflict situations, Write a sentence for each cause*

Question.9. Why is it important to identify and deal with conflict as soon as you notice it?*

Question.10. Which conflict resolution style would you use in situations when a decision needs to be made quickly and decisively? Write a sentence to explain why.*

Question.11. A customer tells you they are unhappy with a product they purchased in your establishment. Who is responsible for resolving this situation?*

Question.12. The customer is upset and is starting to yell. What is the best thing you can do?*

Question.13. The customer is demanding a full refund and compensation for the product they are complaining about. You offer the customer an immediate refund, but you cannot offer compensation as you do not have authority to do this. The customer angrily rejects your offer. What do you do?*

Question.14. Describe a situation that has the potential to become a legal liability and affect the reputation of the business?*

Question.15. What organisational policies and constraints could assist you when resolving conflict?*

Question.16. How do you evaluate available options to determine the best solution for resolving a conflict? Write at least 3 dot points in your answer.*

Question.17. Describe 2 techniques you can use to help ensure successful implementation of a solution to a conflict situation. Write at least 2 sentences.*

Question.18. Describe the documentation you would most likely need to complete after handling a conflict that involved having security escort a drunk and abusive customer off the premises?*

Question.19. Describe 2 things that you should do after actions to resolve a conflict situation have been implemented?*

Question.20. What does the phrase ‘treat conflict as an opportunity to learn’ mean? Write at least 2 sentences.*

Question.21. You notice an increase in customer complaints after changing your refund policy. What workplace or organisational adjustments would you suggest to best resolve this situation?*

Question.22. List 3 common conflict situations with customers. If possible, relate the answer to your workplace or industry sector. Write a sentence for each.*

Question.23. Give an example for each of the stags of conflict. Write at least 2 sentences for each.

23a. Discomfort*

23b. Incident*

23c. Misunderstanding*

23d. Tension*

23e. Crisis*

Question.24. Why is it important to identify and act swiftly to signs of potential conflict?*

Question.25. A co-worker seems to be avoiding you, and you can’t think of what it is you have done wrong. What conflict stage is this? Why? Write at least 2 sentences*

Question.26. Briefly describe 3 conflict situations that might threaten the safety of customers or colleagues. Write at least a sentence for each.*

Question.27. List 5 non-verbal and vocal cues that indicate potential conflict.*

Question.28. Give 3 examples of resources you could use to help you resolve conflict. Write at least a sentence for each.*

Question.29. Describe 2 communication characteristics of the assertive approach to conflict. Write at least a sentence for each.*

Question.30. List the 5 conflict resolution strategies.*

Question.31. What can you do in a conflict situation to ensure all parties agree on the nature and details of the conflict?*

Question.32. Imagine a situation involving conflict between team members about differences in opinions on how to complete a work project. Explain what conflict resolution strategy you would suggest they use and why. Write at least 3 sentences.*

Question.33. Why is it important to take personal responsibility for ensuring conflict is resolved? Write at least 2 sentences.*

Question.34. It is important to deal with conflict courteously and discreetly, while minimising the impact on others. How could you do this?*

Question.35. What is ‘effective communication’? Write at least 2 sentences.*

Question.36. List 4 steps or strategies that can help you communicate effectively with colleagues and customers as you manage conflict in the workplace.*

Question.37. There are 6 steps to effectively resolve conflict. What are they?*

Question.38. Describe what the outcome could be for a business should a serious conflict situation be ignored or badly handled. Write at least 2 sentences.*

Question.39. Conflict resolutions need to fit within the policies and constraints of your organisation. Give 3 examples of policies or constraints. Relate to a workplace or your training environment, if possible.*

Question.40. List 2 examples of records or forms you may need to complete after a conflict situation is dealt with.*

Question.41. What are 2 benefits of evaluating and reflecting on the effectiveness of conflict resolution solutions? Write at least 2 sentences for each.*

Question.42. List 4 different types of written data might you gather and use to help evaluate conflict situations.*

Question.43. Give an example of how you might use the skills of a team to help evaluate conflict. Write at least 2 sentences.*

Question.44. Briefly describe how you would follow up with a customer to ensure they are happy with the outcome of a conflict resolution? Write at least 2 sentences.*

Question.45. Imagine that your workplace rosters are a constant source of conflict between staff and management in your restaurant. Staff requests are not incorporated into rosters, inconsistent numbers and types of shifts and days off are allocated and casual staff are regularly told not to attend a shift less than 24 hours prior to commencement due to overstaffing. Considering that one quarter of the staff are full-time permanent, one quarter are part-time permanent, and the rest are casuals.

What are the parameters that you need to consider?*

What could you do to improve the situation?*

Assessment Task 1 Cover Sheet

I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.I have correctly referenced all resources and reference texts throughout these assessment tasks.

2. Role plays

Assessment Task 2 Instructions

Learner assessment guide and evidence

This assessment requires you to undertake a series of role-plays to demonstrate your ability to interact and communicate with customers and colleagues from different cultural and social groups in a non-discriminatory way. They also require you to overcome language barriers and address misunderstandings or issues.

YOU ARE REQUIRED TO DO THE FOLLOWING.

Complete role-plays 1, 2 and 3 in Assessment 3.
Role-plays are to be conducted in an actual or simulated workplace environment.
All participants must be briefed on their roles and the desired outcomes of the role-play prior to commencing the activity.
Role-plays can be recorded for further analysis and discussion with the consent of all participants.

Role-play 1

The following resources are required to complete the role-play.

Any supporting product or service information as determined by the assessor.
Service desk or furniture applicable to the relevant workplace setting.
Copies of Australian Consumer Law, if necessary (Appendix).

Learner instructions

Your company recently changed its refund policy. Previously, refunds on products or services below the value of $100 were given automatically, without questioning reasons for the return, if the product was undamaged and not used/consumed. Refunds on products or services over the value of $100 were only given if the product was faulty or other reasons as required under Australian Consumer Law (ACL

The new policy has lowered the automatic refunds value to $50. It was implemented one month ago.

All other conditions have remained the same. All refunds over $50 have to be approved by a manager. Managers also have the authority to give refunds for situations outside of ACL legal requirements if they feel the situation justifies it.

Read Australian Consumer Law, if necessary.
Use appropriate conflict-resolution techniques and communication skills to resolve the customer complaint.
During the role-play, you are required to demonstrate the following skills and knowledge.
- Establish and agree on the nature and details of conflict with all parties and assess impact.
- Manage conflict within scope of own role and responsibilities, and according to organisational procedures.
- Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
- Identify and evaluate impact of conflict on business reputation and legal liability.
- Evaluate options to resolve the conflict, taking into account organisational policies and constraints.

Conduct the role-play.

Participant 1 – Customer Role

You have purchased a product/service, valued at $65.00. You no longer want it as you can no longer use/do it due to changes in personal or business circumstances. The product is not faulty, and is unused/consumed. You wish to return it and get a refund for the full purchase price. You checked the business’s website, which states they give automatic refunds up to $100.

Instructions

The assessor must provide you with information about the product or service you have purchased prior to commencing the role-play.
You believe you are entitled to a full refund based on the perfect condition of the product/service and the refund information provided on the website.
You are in a hurry and wish the process to be quick and easy.
You can become irritated if told you cannot have a refund or the process is taking too long.

Participant 2 – Manager Role

You are the learner’s direct supervisor/manager. Under the organisation’s refund policy, you have the authority to authorise or decline applications for refunds over the value of $50 unless legally required to provide a refund under Australian Consumer Law.

Instructions

The assessor must provide you with information about the product or service you have purchased prior to commencing the role-play.
You participate in the role-play only if the learner approaches you for authorisation to provide a refund to their customer.
If the learner approaches you for authorisation, you are to:
- Question the learner about the nature of the situation; what information has the customer provided (to ascertain if refund must be provided under ACL), what options have they offered or could offer the customer, what are the consequences or impacts on the customer and the business?
- Give the learner authority to resolve the situation as they see fit, based on organisational procedures, legal requirements and potential impacts on the customer and business.

Role-play 2

An employee is very upset when they see their roster for the next month. They had requested two days off to go to a family event and their request wasn’t met. They complain loudly to their colleagues and you overhear them say they are going to resign. They also threaten to take their case to the Fair Work ombudsman, stating they believe they are being discriminated against.

You are their team leader and it’s your responsibility to resolve this issue.

You did not develop the roster (the manager did) and were unaware they had asked for specific days off. You know the five-day period their requested days fall into is expected to be very busy. Most staff have been allocated days off before or after the busy period. Only two have been given one day during that time, one on the first day of the five-day period, and the other on the last day. The staff member requested the last two days of the busy period off; they were allocated two days after the busy period is over.

Learner instructions

Use appropriate conflict-resolution techniques and communication skills to resolve the team dispute.
During this role-play, you are required to demonstrate the following skills and knowledge.
- Establish and agree on the nature and details of conflict with all parties and assess impact.
- Manage conflict within scope of own role and responsibilities, and according to organisational procedures.
- Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
- Identify and evaluate impact of conflict on business reputation and legal liability.
- Evaluate options to resolve the conflict, taking into account organisational policies and constraints.

Complete the role-play.

Participant 1 – Team member Role

You have asked for two days off to attend a family event. It’s an important family and religious occasion and you are expected to be there. You requested two days off as the event is being held 200 km away from your home. You had planned to drive there early on the first day, stay overnight and return late the next day. The first day is an informal family gathering with the formal event held in the afternoon of the second day.

You are very upset and angry about not being given the requested days off. Non-attendance will be viewed as an insult by the family hosting the event and you will lose standing and respect within the wider family group. You asked for the days off some time ago and were not told it might not be possible to grant the request. You have worked for the organisation for three years.

Instructions

You are angry as no one had ever told you it might not be possible to have the days off.
You are worried due to the pressure to attend the event and possible consequences on you and your family.
You are frightened because you have threatened to resign but have a family and need the job. You’re not sure how your managers will react to this threat. You are considering simply calling in sick on those days.
You are prepared to negotiate a compromise if it means you can attend the event and still keep your job.

Role-play 3

The following resources are required to complete the role-play.

Real or simulated bar environment.

A customer approaches you at the bar and asks for a jug of spirits and mixers. The customer arrived about an hour ago and was joined by two others shortly afterwards. Each member of the group has purchased at least one round of drinks for the group in the last hour. They are becoming very boisterous, talking loudly and appear uncoordinated in their movements and handling of money. Under liquor licensing laws and responsible service of alcohol standards, you must refuse to serve the customer: you are not allowed to sell mixed spirits by the jug and you believe they are intoxicated.

Organisational procedures suggest the following.

Offer non-alcoholic alternatives.
Offer food from the establishment’s menu.
Explain to the customer why you cannot serve them.
Offer to resume service of alcoholic beverages after a period of time, usually one hour.

Organisational policy requires the following.

Customers who are verbally or physically abusive or threatening to customers or employees must leave the premises immediately.

The hotel has managers and security staff on duty at all times.

Learner instructions

Use appropriate conflict-resolution techniques and communication skills to resolve the customer dispute.
During this role-play, you are required to demonstrate the following skills and knowledge.
- Identify potential for conflict and take swift and tactful action to prevent escalation.
- Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
- Establish and agree on the nature and details of conflict with all parties and assess impact.
- Manage conflict within scope of own role and responsibilities, and according to organisational procedures.
- Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
- Identify and evaluate impact of conflict on business reputation and legal liability.
- Evaluate options to resolve the conflict, taking into account organisational policies and constraints.

Complete the role-play.

Participant 1 – Customer at bar Role

You are feeling great but are showing early signs of intoxication: slightly slurred speech, slight loss of control of body movements leading to some unsteadiness on feet and lack of coordination. You approach the bar person to buy another round of drinks. You think buying a jug will be cheaper than buying individual drinks.

Instructions

When the learner refuses to serve you, you initially remain relatively calm as you can’t really believe they mean it. You try to convince them you are not intoxicated and persuade them to serve you at least three glasses of mixed drinks instead of the jug.
When the learner continues to refuse service, you become agitated and start making silly, wild statements and threats.
If service continues to be refused, you become more frustrated. Your behaviour becomes increasingly abusive towards the learner or other customers.

3. Scenario

Assessment Task 3 Instructions

Learner assessment guide and evidence

This assessment requires you to use appropriate conflict-resolution techniques and communication skills to resolve customer and team issues.

YOU ARE REQUIRED TO DO THE FOLLOWING.

Complete Scenarios 1 and 2 in Assessment 3.
Read each scenario and complete the tasks.
Answer the questions.

Scenario 1

Choose a scenario relevant to your training or work environment.
Answer the questions based on the general information and your selected option.

General information

You are the supervisor of a team and are responsible for the smooth operation of your work area during your shift. You have the authority to resolve most types of customer complaints except those that have serious potential legal or public relations implications to the business. These must be referred to your manager as soon as these issues arise. You can offer compensation in the form of refunds, complimentary items, additional services, add-ons or upgrades to the value of $1,000.

Option 1: Hotel bistro

Your area of responsibility is a large hotel bistro. It’s Friday night and you are in the middle of peak service period. You are short one cook and the kitchen hand as they both called in sick just prior to the start of their shifts. The average wait for a meal is normally 15 to 20 minutes. Today it’s 45 minutes.

You can see customers are becoming increasingly upset. You have tried to explain the situation to as many as possible but as the wait time increases, they are becoming more agitated and irate. Customers from two different tables approach you to complain about the long wait and poor service. Both tables are family groups of six or more guests, some of which are children under 12. The average spend per person on food is $30 and $15 on beverages.

Option 2: Conference registration

It’s registration day for a national conference being held at a conference and events centre. You normally have two staff providing information to arriving participants and four on the registration desk. Today, you only have two staff to register over 1,000 participants as two have called in sick. Wait time in the registration queue is currently 20 minutes; it is normally five.

A number of participants approach you to complain. Two are staff from conference exhibitors who are concerned they are losing potential business as their display stands are unstaffed while they are waiting in the registration queue. The other complainants are regular conference participants. Conference registration fees are $1,225 for the two days. Exhibitor fees are $3,200 for a booth plus two staff members. Additional staff are $245 per person.

Option 3: Bus tour

A group 45 tourists are waiting for their tour bus to arrive to take them on a day trip. It was due to arrive at 8 am. It is now 8.45 am. You have tried to contact the bus driver multiple times but their mobile phone consistently diverts to voicemail. You have left messages but have not received a response. Your reception team are currently trying to locate another bus and driver so the tour group can still complete most of the tour. It’s a busy day with multiple tours departing throughout the day so there are limited alternatives available.

The day trip is comprised of 16 direct bookings and an Asian tour group with their tour leader. The tour company is a long-term client who books several groups a week with your company.

Two direct-booking customers and the tour leader approach you to complain about the delay and demand to know what is going to happen. The tour cost is $109 for the day, meals inclusive.

Question and Answer
Answer the questions

Option 1: Hotel bistroOption 2: Conference registrationOption 3: Bus tour

Question.2. What is the current level of conflict? Briefly explain why you believe it is at this level.*

Question.3. Does this situation have the potential to escalate, threatening the safety of other customers or team members? Why/why not?*

Question.4. What actions do you need to take immediately? Write at least 3.*

Question.5. Describe the style of communication do you use when taking these actions. Why is this method effective?*

Question.6. Describe a conflict resolution technique you would use when trying to resolve the dispute. Explain why in at least 2 sentences.*

Question.7. What conflict resolution technique is not effective when trying to create a long-term solution to the dispute? Explain why.*

Question.8. You have tried to apologise and calmly explain the reason for the service issues to the customers, but they are not willing to listen. They become irater and loudly demand action to be taken immediately. Verbal threats of damaging the organisation’s reputation through personal and social media networks are made. Demands for compensation are also made. Describe the actions you take to manage this conflict situation.*

Question.9. What are the potential short- or long-term impacts of this situation on the business? Write at least 2 sentences for each.*

Question.10. Describe 3 strategies you could use to resolve the dispute at this point in time. Write at least 2 sentences for each.*

Question.11. Describe 3 organisational policies or constraints that would influence how you resolve the situation. *

Question.12. Describe how you would implement the agreed solution. Write at least 3 steps.*

Question.13. How do you seek feedback, comments or information from the parties involved after the situation has been resolved? Give 2 examples.*

Question.14. Make 2 recommendations to your manager about improvements to workplace systems, procedures or processes to ensure this situation doesn’t arise again, or so processes are in place to handle it efficiently and correctly if it does. Write at least 2 sentences for each.*

Scenario 2

You are supervising a team of employees preparing for an event/service. You and your colleague overhear a team member completing preparation tasks in the room next door make a rude and disparaging remark about the colleague’s work ethic.

The colleague explodes, stating they are sick of the other person making these types of comments all the time and they’ve had enough. They confront the other person about this recent comment and others that have been made in the past. The team member angrily accuses them of:

Making racist comments
Trying to ostracise them from others in the team
Consistently undermining or demeaning their work performance. It is your responsibility as team leader to deal with the immediate situation.

Part 1: Question and answer

Answer the questions.

Question.1. What is the current level of this conflict? Briefly explain what it is.*

Question.2. Does this situation have the potential to escalate, threatening the safety of other team members? Why/why not?*

Question.3. What actions do you need to take immediately?*

Question.4. Describe the style of communication do you use when taking these actions. Why is this method effective?*

Question.5. Other than what the other team member has been accused of, what other verbal and non-verbal signs tell you this conflict situation has been developing for some time?*

Question.6. Describe a conflict resolution technique you would use when trying to resolve the dispute? Explain why in at lest 2 sentences*

Question.7. What conflict resolution technique is not effective when trying to create a long-term solution to the dispute? Explain why.*

Question.8. You take the team members involved in the dispute to an empty office. It’s time to find out why the situation occurred. List at least 4 questions you ask each person to gain an understanding of the nature, details and underlying causes of the dispute. *

Question.9. Identify 3 resources that are available to you to help you manage this situation. Write at least a sentence for each.*

Question.10. Describe 2 resources you could have called on if the situation had escalated and become verbally or physically threatening or even violent?*

Question.11. The two team members make the following comments in response to your questioning.

Team member 1

I ask him to do stuff and he just ignores me. He walks off and does other things. But he’s always watching me and the rest of the team like he’s trying to catch us doing something wrong. And he’s so slow. We always have to do extra jobs to cover all the things he doesn’t get done in time. He’s been here long enough, he should know what to do by now.

Team member 2

I’ve been here six months now and no one has ever really shown me how to do things properly. I’ve had to work it out by watching the others when they do it. In my country, you have to follow the orders of anyone who holds a higher position than you do. If we didn’t do what our superiors told us, you could lose your job instantly. So, if a supervisor here tells me to do something, I do that job, not one that someone else tells me to do. I don’t want to lose my job.

Describe 2 underlying reasons for this dispute? Write at least a sentence for each.*

Question.12. You are still in the office with the two employees. You need to resolve the dispute quickly. Describe the strategies you use to resolve the dispute at this point in time.

The options available.
How you select an appropriate solution.
impact the selected solution could have on the individuals and/or the business.
Your responsibilities when actioning strategies or implementing solutions.

(Answer all dot points)*

Question.13. How do you overcome any social or cultural communication barriers when negotiating and implementing a solution to the dispute? Write at least 3 sentences.*

Question.14. Describe how you implement the agreed solution. Write at least 3 steps.*

Part 2: Question and answer

It is two weeks after the confrontation. The agreed solutions have been implemented and it’s time to evaluate their effectiveness. You speak to the team members individually to obtain feedback about progress.

Team member 1

I guess I didn’t understand why he did those things and interpreted his actions all wrong. If that’s what things were like in his country, I can understand that he’d be afraid of losing his job. We’ve all been showing him how to do things properly. He’s getting better already. I guess he’s not so bad after all.

Team member 2

I’ve learnt how to do some new things and how to do others better or faster. And the comments have stopped, so I’m a lot happier. I think maybe everyone will start to accept me as part of the team now.

Answer the questions.

Question.15. What feedback, comments or information do you pass on to each of the team members after receiving these comments? Give 2 examples.*

Question.16. Outline your evaluation process for the dispute and the effectiveness of the resolution strategies. Write at least 3 sentences.*

Question.17. Based on the probable causes of this dispute, make 2 recommendations to your manager about improvements to workplace systems, procedures or processes. Write at least a sentence for each.*

ASSESSMENT TASK 3 COVER SHEET

I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.I have correctly referenced all resources and reference texts throughout these assessment tasks.

Appendix

Australian Consumer Law (ACL)

Consumer guarantees on products and services

Since 1 January 2011, the following consumer guarantees on products and services apply. Products must be of acceptable quality, that is:

Safe, lasting, with no faults
Look acceptable
Do all the things someone would normally expect them to do.

Acceptable quality takes into account what would normally be expected for the type of product and cost.

Products must also:

Match descriptions made by the salesperson, on packaging and labels, and in promotions or advertising
Match any demonstration model or sample you asked for
Be fit for the purpose the business told you it would be fit for and for any purpose that you made known to the business before purchasing
Come with full title and ownership
Not carry any hidden debts or extra charges
Come with undisturbed possession, so no one has a right to take the goods away or prevent you from using them
Meet any extra promises made about performance, condition and quality, such as life-time guarantees and money back offers
Have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise.

Services must:

Be provided with acceptable care and skill or technical knowledge and taking all necessary steps to avoid loss and damage
Be fit for the purpose or give the results that you and the business had agreed to
Be delivered within a reasonable time when there is no agreed end date.

Consumer guarantees on products and services also apply to:

Bundled products and services
Gifts with proof of purchase
Sale items
Online products and services bought from Australian businesses
Second-hand products from businesses, taking into account age and condition.

Who to claim a remedy from

Products

You can claim a remedy from the retailer if the products do not meet any one or more of the consumer guarantees, with the exception of availability of spare parts and repair facilities.

The remedies you can seek from the retailer who sold you the product include a repair, replacement or refund and in some cases compensation for damages and loss.

The retailer can’t refuse to help you by sending you to the manufacturer or importer.

You can claim a remedy directly from the manufacturer or importer if the goods do not meet one or more of the following consumer guarantees:

Acceptable quality
Matching description
Any extra promises made about such things like performance, condition and quality
Repairs and spare parts – the manufacturer is responsible for ensuring that spare parts and repair facilities (a place that can fix the consumer’s goods) are available for a reasonable time after purchase unless you were told otherwise. How long is ‘reasonable’ will depend on the type of product.

You are only entitled to recover costs from a manufacturer or importer, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss.

Services

You can claim a remedy from the supplier if the services do not meet any of the consumer guarantees in relation to services. Remedies include cancelling a service and in some cases compensation for damages and loss.

Exceptions to guarantees

Consumer guarantees do not apply if you:

Got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it
Misused a product in any way that caused the problem
Knew of or were made aware of the faults before you bought the product
Asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.

Rights to a repair, replacement, refund, cancellation or compensation do not apply to items:

Worth more than $40,000 purely for business use, such as machinery or farming equipment
You plan to on-sell or change so that you can re-supply as a business
Bought as a one-off from a private seller, for example, at a garage sale or fete (but you do have rights to full title, undisturbed possession and no unknown debts or extra charges)
Bought at auction where the auctioneer acted as an agent for the owner (but you do have rights to full title, undisturbed possession and no unknown debts or extra charges

Different laws apply to insurance or financial services and for products or services you bought before 2011.

[Source: Australian Competition & Consumer Commission, www.accc.gov.au, accessed June 2016.]

Assessment Summary Sheet

After the assessment, the Assessment Summary Sheet should be signed the Assessor, Student and the Academic Manager. If a Not Competent, has been achieved then strategies to address the gaps in the performance should be have been identified and a time for reassessment organised on the attached resubmission / feedback sheet.

Student Declaration:

The Trainer/assessor advised me of the date and time of the assessmentThe Trainer /assessor explained appropriate evidence required to complete assessmentThe Trainer/assessor explained the purpose and the consequence of assessmentI was provided with any special needs required relating to the assessment processThe Trainer/assessor explained my rights regarding the appeals processThis assignment is my own work and that I have correctly acknowledged the work of othersThis assignment is in accordance with Gamma Education & Training guidance on good academic conduct (and how to avoid plagiarism and other assessment irregularities)

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Student Signature*