Customer Service

Skill set Outline

Information current as of
13/09/2026 8:24 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.

Skill set

National Code
PSPSS00039

State Code
AD512

TGA Status
Replaced

DTWD Status
Replaced

National Endorsed, State Implementation and Classification

AQF Level

—

Field of Education

—

Skillset Type

National

Original TGA Release Date

07/03/2016

Current Release Date

07/03/2016

Current Release Number

1.00

Approved Date

22/12/2017

Nominal Hours

140

Duration

1 Semester

Releases

Release Version	Release Date	TGA Status	DTWD Status
1.00	07/03/2016	Current	Approved

Description

This skill set is for government workers who provide routine customer service to members of the public or answer internal or external queries.

Pathway Information

Completion of this skill set contributes towards PSP20116 Certificate II in Government and PSP30116 Certificate III in Government qualifications.

Licensing / Regulatory Information

No licensing, legislative or certification requirements apply to this skill set at the time of publication.

Target Group

Not applicable.

Suggested words for statement of attainment

These competencies meet the industry standard for handling routine customer queries in the public sector.

General notes

Schedule

State Code	National Code	Title	Hours	Type
AWV85	PSPGEN016	Address client needs	30	Unit of competency
AWV99	PSPGEN003	Deliver a service to clients	30	Unit of competency
AWW18	PSPETH001	Uphold the values and principles of public service	40	Unit of competency
AWW01	PSPGEN002	Use routine workplace communication techniques	40	Unit of competency

Replaced By

State Code	National Code	Title	Type
AE807	PSPSS00053	Customer Service	Skill set