Skill set Outline
Information current as of
14/09/2026 11:10 AM AWST
14/09/2026 11:10 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 disrespectful, aggressive or abusive customers
Manage disrespectful, aggressive or abusive customers
Skill set
National Code
SIRSS00022
SIRSS00022
State Code
AE320
AE320
TGA Status
Current
Current
DTWD Status
Approved
Approved
National Endorsed, State Implementation and Classification
AQF Level
Statement of Attainment at Certificate II Level
Field of Education
0805 - Sales And Marketing
Skillset Type
National
Original TGA Release Date
21/10/2020
Current Release Date
21/10/2020
Current Release Number
1.00
Approved Date
09/09/2021
Nominal Hours
25
Duration
—
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 1.00 | 21/10/2020 | Current | Approved |
Description
A set of skills for individuals working in customer service roles to manage disrespectful, aggressive or abusive customers.
Pathway Information
Achievement of this unit of competency may provide credit towards a range of qualifications across various training packages.
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 customer service roles across a range of industries who are seeking additional skills to manage 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 disrespectful, aggressive or abusive customers.
General notes
Schedule
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| OCG37 | SIRXCEG008 | Manage disrespectful, aggressive or abusive customers | 25 | Unit of competency |
