Skill set Outline
Information current as of
14/09/2026 3:17 AM AWST
14/09/2026 3:17 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage workplace responses to disrespectful, aggressive or abusive customer behaviour Skill Set
Manage workplace responses to disrespectful, aggressive or abusive customer behaviour Skill Set
Skill set
National Code
SIRSS00032
SIRSS00032
State Code
AE569
AE569
TGA Status
Current
Current
DTWD Status
Approved
Approved
National Endorsed, State Implementation and Classification
AQF Level
—
Field of Education
—
Skillset Type
National
Original TGA Release Date
28/04/2021
Current Release Date
28/04/2021
Current Release Number
1.00
Approved Date
15/07/2021
Nominal Hours
50
Duration
—
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 1.00 | 28/04/2021 | Current | Approved |
Description
A set of skills for individuals to reduce risk of disrespectful, aggressive or abusive customer behaviour, manage incidences of disrespectful, aggressive or abusive customer behaviour when escalated and support the wellbeing of staff following an incident of disrespectful, aggressive or abusive customer behaviour.
Pathway Information
Achievement of this unit of competency may provide credit towards a range of qualifications across various training packages.
Unit marked with an asterisk* has a prerequisite SIRXCEG008 Manage disrespectful, aggressive or abusive customers.
Unit marked with an asterisk* has a prerequisite SIRXCEG008 Manage disrespectful, aggressive or abusive customers.
Licensing / Regulatory Information
No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.
Target Group
This Skill Set is for individuals working in supervisory roles in front-line customer service across a range of industry sectors and business contexts who are seeking additional skills to manage workplace responses to disrespectful, aggressive or abusive customer behaviour. It particularly applies to retail industry work environments.
Suggested words for statement of attainment
This unit of competency provides as set of skills for managing workplace responses to disrespectful, aggressive or abusive customer behaviour.
General notes
Schedule
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| OCG37 | SIRXCEG008 | Manage disrespectful, aggressive or abusive customers | 25 | Unit of competency |
| ODI31 | SIRXCEG009 | Manage workplace responses to disrespectful aggressive or abusive customer behaviour. | 25 | Unit of competency |
