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​​TLI33118 - Certificate III in Rail Customer Service

​Qualification Description
This is a qualification for a person who is engaged in the rail customer service environment.
They may perform a broad range of skilled applications in a wide variety of contexts, which may involve application of some discretion and judgement in selecting equipment, services or contingency measures. It may also include responsibility for coordinating the work of others.
This qualification is aligned to the following defined roles:
  • passenger service officer
  • senior customer service assistant/officer
  • station manager
  • station officer.
No licensing, legislative or certification requirements apply to this qualification at the time of publication.
Entry Requirements
There are no entry requirements for this qualification.
Packaging Rules
A total of 12 units of competency  comprising:
8 core units  listed below, plus 
4 general elective units  from the general elective units listed below.
Up to 2 of the general elective units  may be selected from any relevant nationally endorsed Training Package. The general elective units must contribute to the vocational outcomes of the qualification.
Where imported units are selected, care must be taken to ensure that all prerequisite units specified are complied with.
​Why invest with us?
We have been providing quality training materials for the VET Sector for twenty years. All of our materials come to you in an electronic format by USB, and it includes the candidate learning guide, candidate assessment tool, trainers marking guide, Competency Mapping Tool, PowerPoint's, and any relevant readings.
Our format enables you to contextualise the material for your Organisations logo (the licence you receive enables this). The resources we know are flexible enough for any group of Students.
Also as the versions change as they invariably do, you will receive the updates at no extra cost to your Organisation.
The investment for these resources is based on the following factors;
1. The resources are able to be contextualised and replicated as you see fit. In other words the licence allows you to reprint and badge and remove and add materials to your specifications – if you feel it is necessary.
2. The annual licensing fee for online and printing is $100 per course - This will be automatically invoiced on the anniversary of the purchase. This covers the course for the term of the certificate – that is until the next package is released – at this rate about 6 – 7 years.
3. Any additions that we do will be sent to you automatically as they are developed.
4. You will receive all the compulsory units as well all the electives required for the course.
5. These resources offer the breadth, depth and complexity of knowledge and competencies covering selecting, adapting and transferring skills and knowledge to new environments. Our resources provide you with the technical advice and early leadership skills for problem resolution. Such skills can be applied across a broad range of roles, and in a variety of contexts.

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​Core units 
BSBCUS201  Deliver a service to customers
SITXCOM005  Manage conflict
TLIB3118  Apply awareness of railway fundamentals
TLIE3022  Complete workplace documents
TLIF3003  Implement and monitor work health and safety procedures
TLIF3085  Apply local incident response procedures
TLIG3003  Apply positive behaviours in the workplace
TLIJ3002  Apply quality systems

General elective units 
BSBOPS304  Deliver and monitor a service to customers
BSBPEF301  Organise personal work priorities
HLTAID010  Provide basic emergency life support
HLTAID011  Provide First Aid
PSPGEN005  Participate in workplace change
PUAFER005  Operate as part of an emergency control organisation
TLIB0007  Respond and rectify rail traffic autonomous operations
TLIC0005  Close down rail traffic from autonomous operations
TLIC0006  Set up rail traffic for autonomous operation
TLIC2078  Identify and respond to signals and trackside signs
TLIF0015  Recognise the impact of human capabilities/limitations on human performance in a rail environment
TLIF0020  Safely access the rail corridor
TLIF2010  Apply fatigue management strategies
TLIF2062  Apply awareness of safeworking rules and regulations
TLIF2081  Perform lookout duties
TLIF3058  Apply safeworking rules and regulations to rail functions
TLIG3002  Lead a work team or group
TLIL3072  Operate signal panel or equipment
TLIO2011  Provide revenue protection measures
TLIO3012  Manage disruptive and/or unlawful behaviour
TLIO3015  Maintain security of railway property and revenue
TLIP2039  Ensure the confidentiality, privacy and security of customer information
TLIP3034  Advise on and construct fares for customers
TLIU2012  Participate in environmentally sustainable work practices
TLIW2037  Clip and secure points

TLI33122 - Certificate III in Rail Customer Service

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