CPPCMN3004 Third Party Report

Assessment Instrument – Third Party Report

RTO Name: Time Education & Training RTO Code: 40058
Qualification code and title: CPP30119 - Certificate III in Urban Pest Management
CPPCMN3004

Respond to enquiries and complaints
Employee Name (Student)*

First NameLast Name
Employer Company Name*
Commencement Date of This Report*

DayMonthYear
Date
Primary Unit to be assessed: CPPCMN3004
Other units clustered in this assessment (List): Nil.

Qualification code and title: CPP30119 - Certificate III in Urban Pest Management
Instructions to The Workplace Supervisor
Thank you for assisting us by completing the Third Party Report. The following points should be read prior to completing the report. It is our intent to provide you with all necessary information, however, please do not hesitate to contact the relevant TIME Coordinator.

In this report you are asked to summarise your observations of the candidate you have made over time. For each question select either Yes for Consistently Demonstrated or No for Not Consistently Demonstrated.

Any additional comments you are happy to make will be both appreciated and highly useful.

We also ask that the sections regarding the background of the workplace supervisor and additional supporting evidence is also completed.

It is often useful to discuss your assessment with the candidate however, if you do not wish to do this you can email the completed form to learn@pestlearn.com, hand it directly to the TIME Coordinator or the candidate so he/she can hand it in at the next training session/assessment visit.
Supervisor
Employer Supervisor Name*
(Person completing this form)
Job Title*
How long have you worked with the candidate?*
What is your relationship to the candidate?*
How long have you worked in the industry?*
Please list the qualifications or experience you have relevant to the unit being assessed*
Third Party Report Conditions:
- 5 Observations required.
- Suitable assessment of performance requires:
  - equipment:
    
    telephone
    
    computer with access to email, internet and company information
  - materials:
    
    tools and equipment for investigating site of client complaint, if required
  - specifications:
    
    company information
    
    manufacturer specifications and other technical information
    
    plain English guides to relevant legislative guidelines, standards and codes of practice
  - physical conditions:
    
    access to site of client complaint, if required
  - relationships with team members and supervisor:
    
    acting alone under supervision
    
    access to supervisor and other relevant personnel for assistance with gathering information
  - relationship with client:
    
    direct communication with client or agent representing client
  - timeframe:
    
    according to work order

Has the candidate successfully and accurately followed company procedures to complete the below tasks in your organisation? (Elements) Consistently observed *

	Yes	No
1. Identify nature and type of enquiry or complaint
2. Investigate enquiry or complaint
3. Refer enquiry or complaint
4. Determine and communicate solution to client and relevant staff
5. Satisfy complex client needs
6. Update company information

General *

	Yes	No
Can the candidate complete the task/job to the required standard?
Can the candidate complete more than one thing at a time and manage tasks correctly?
Can the candidate respond appropriately to irregularities and breakdowns in routine within a job or workplace?
Is the candidate able to deal with the responsibilities and expectations of the work environment?
Do you believe the candidate is proficient enough in these skills to apply them to a different workplace?

While completing the above tasks, the following knowledge evidence was demonsrated: (Knowledge Evidence) *

	Yes	No
1. Australian standards, quality assurance and certification requirements relevant to responding to enquiries and complaints
2. common industry and company service problems and solutions
3. company policies and procedures for handling and documenting client complaints, including: 3.1 client confidentiality provisions 3.2 client service procedures 3.3 code of conduct or ethics 3.4 company dress and presentation requirements 3.5 quality and continuous improvement processes and standards 3.6 work documentation and reporting procedures
4. details of products and services offered by the company
5. industry advisory standards and codes of practice relevant to company operation
6. legislation and regulations that apply to responding to enquiries and complaints, including: 6.1 anti-discrimination 6.2 consumer protection 6.3 environmental protection 6.4 privacy 6.5 work health and safety
7. options for solutions and responses to client enquiries and complaints, including: 7.1 additional service provision 7.2 changes in service position 7.3 litigation 7.4 mediation 7.5 no action 7.6 payment of compensation 7.7 rectification 7.8 cancellation of services 7.9 client education 7.10 general advice 7.11 information on products and services available, including features and benefits 7.12 planned visits 7.13 provision of further information 7.14 quotations and pricing estimates 7.15 referral to others, including specialist advisors 7.16 standard industry disclaimers
8. range of client expectations in relation to services offered by the company
9. relevance of good communication and own role in processing client complaints

Performance Capability (Performance Evidence): In providing this report I verify that the person is capable of applying skills and underpinning knowledge that: *

	Yes	No
1. one routine enquiry for advice or general information, or suggestion for service of product improvement
2. one special enquiry requiring further research consultation
3. one routine complaint requiring investigation
4. one complex complaint requiring referral to other personnel
5. one matter where client needs are complex and require adaptation or a combination of products or services
6. For each of the above, the person must: 6.1 use knowledge of company procedures 6.2 handle clients and situations with diplomacy and tact 6.3 clarify customer enquiries and complaints using communication skills 6.4 provide solutions or options and resolve issues within required timeframes 6.5 record and document issues and resolution according to company requirements 6.6 refer matters to appropriate personnel as required and according to company requirements

Additional evidence: please attach the following support evidence with this report *

	Yes	No	N/A
A job description which relates to the above stated tasks
This could be a policy, procedure, selection criteria/person specification or similar document the candidate has designed or contributed to the development of
Copy of performance appraisal

Comments: Are there any overall comments you would like to provide to support this report?
Observer Verification
Supervisor signature*

Clear
Date*

DayMonthYear
OFFICE USE ONLY
Assessor Certification
I certify that this:

third party report has been verified as a true and accurate copythird party report is accepted as a form of evidence for this student
I certify that this report:

is sufficientis not sufficient
Signature

Clear
Date

DayMonthYear
Date
Should be Empty:

Assessment Instrument – Third Party Report

Qualification code and title: CPP30119 - Certificate III in Urban Pest Management

CPPCMN3004

Qualification code and title: CPP30119 - Certificate III in Urban Pest Management

Instructions to The Workplace Supervisor

Supervisor

Third Party Report Conditions: