TLI (Rail) Customer Service

Project scope

 

The Rail Industry Reference Committee (IRC) and industry stakeholders have identified the need to review the Rail qualifications relating to Customer Service Operators.

 

With rail passenger numbers projected to climb steadily in the coming years, safety and customer satisfaction has become an even greater priority for the industry and the customer service role is expanding.

 

Recent innovations have focused on automating several customer service functions, however the human element is critical in the overall customer experience. Rail operators are placing a significant focus on training staff to improve their customer service skills, with the aim of increasing passenger satisfaction levels.

 

Through this project the IRC, with the support of a Technical Advisory Committee (TAC), will review the Certificate II and III in Rail Customer Service, including associated Units of Competency, and develop one new Unit to address changes in security requirements as well as rail traffic, ticketing and freight tracking technology.

 

VIEW 2020 IRC SKILLS FORECAST

 

The Rail IRC will have oversight of this project, which will be facilitated by Australian Industry Standards (AIS) in consultation with industry stakeholders. A Technical Advisory Committee (TAC) will be formed for this project.

 

If you have any questions about this project, or are a subject matter expert and would like to be considered for the TAC for this project, please contact the Industry Skills Manager.

 

Deliverables

 

The proposal is to:

 

Review and update – two qualifications:

  • TLI22318 Certificate II in Rail Customer Service
  • TLI33118 Certificate III in Rail Customer Service

 

Review and update – six Units of Competency

 

Develop one new Unit of Competency

 

Review one Skill Set:

  • TLISS00152 Rail Operations Safeworking Skill Set

 

Timeline

The Case for Endorsement is expected to be submitted to the Australian Industry and Skills Committee by 10 December 2021.

 

How to get involved

 

A Technical Advisory Committee (TAC) will be formed to provide expertise for this work. If you have any questions about this project or are a subject matter expert and would like to be considered for the TAC for this project, please contact the Industry Manager.

 

Stakeholder feedback on draft training materials will be sought as part of the development phase of work.

TAC Established

 

The Rail Industry Reference Committee has established a Technical Advisory Committee (TAC) for this project.

 

Comprising 14 subject matter experts from the Rail Industry, infrastructure and transport regulators, unions and RTOs, the TAC has been tasked with:

  • Providing specialist industry subject-matter knowledge in Rail Customer Service regarding changes in security requirements as well as rail traffic, ticketing and freight tracking technology in the review and development of 7 Units of Competency, 2 qualifications and 1 Skill Set
  • Validating the technical content of the Training Package products
  • Identifying relevant qualitative and quantitative data sources to inform the development of draft materials
  • Reviewing feedback from stakeholders through public consultations
  • Assisting in identifying and engaging broader industry networks to participate in consultation and/or validation activities during the duration of the project
  • Offering advice and guidance to assist in informing the direction of the project throughout its duration.
  • Making recommendations on the developed Training Package materials to the relevant IRC, which has the final decision-making authority

 

The TAC held its first meeting on 10th March 2021.

Technical advisory committee

 

19 JANUARY 2021

SUBJECT MATTER EXPERTS NEEDED

 

Work on this project has commenced and the Rail Industry Reference Committee is forming a Technical Advisory Committee.

 

With rail passenger numbers projected to climb steadily in the coming years, safety and customer satisfaction has become an even greater priority for the industry and the customer service role is expanding.

 

Your industry expertise and insight are welcome to help review the Certificate II and III in Rail Customer Service, including associated Units of Competency, and develop one new Unit to address changes in security requirements as well as rail traffic, ticketing and freight tracking technology.

 

Registrations closed Friday, 5 February 2021.

 

For more information about this project please contact the Industry Skills Manager.

 

Consultation

 

31 MAY 2021

DRAFT MATERIAL

 

On behalf of the Rail Industry Reference Committee, the TAC has drafted materials for this project and is requesting stakeholder feedback. The TAC has determined no new unit is required during the development process.

 

With an increase in passenger service needs, there is a growing requirement to have customer service operators able to provide services that meet passengers’ expectations.

 

The purpose of the project is to review the Certificate II and III in Rail Customer Service. Draft changes address customer service skills and knowledge related to ticketing and security requirements.

 

Please submit your feedback by close of business Monday, 28 June 2021.

 

Feedback will be collated and discussed at the next TAC meeting.

Quality Assurance

 

25 AUGUST 2021

FINAL DRAFT CASE FOR ENDORSEMENT

 

The draft Training Package materials have undergone independent edit and quality assurance and have been updated to address rail customer service skills and knowledge related to ticketing and security requirements. The revised materials include two qualifications, one Skill Set and eight associated Units of Competency.

 

The Case for Endorsement is scheduled to be submitted to the AISC in December 2021.

 

Validation

 

7 JULY 2021

FINAL DRAFT MATERIAL

 

On behalf of the Rail Industry Reference Committee (IRC), its Technical Advisory Committee (TAC) has considered all stakeholder feedback and revised draft Training Package materials for the Rail Customer Service project, including two qualifications, one Skill Set and eight associated Units of Competency.

 

These draft products will address customer service skills and knowledge related to ticketing and security requirements.

 

Feedback closed Friday, 23 July 2021.

 

Feedback will be collated and discussed at the next TAC meeting.

Endorsement

13 APRIL 2022

 

The Transport and Logistic Training Package Release 11.0 has been endorsed by Skills Ministers for implementation.

 

The Rail Industry Reference Committee has led the review and update of two Qualifications, two Skill Sets and seven associated Units of Competency which address customer service skills and knowledge related to ticketing and security requirements.

 

With rail passenger numbers projected to climb steadily in the coming years, safety and customer satisfaction has become an even greater priority for the industry. Rail operators are placing a significant focus on training staff to improve their customer service skills, with the aim of increasing passenger satisfaction levels.

 

To support the delivery of the Training Package, a Companion Volume Implementation Guide (CVIG) has been developed to assist assessors, trainers, Registered Training Organisations (RTOs) and enterprises. The CVIG contains a comprehensive list of all products in the Training Package; mapping information which details the changes that have been made to the materials; regulation and licensing implications; and useful links to other information.

 

The endorsed Transport and Logistic Training Package Release 11.0 is now available on training.gov.au

 

The following materials were approved:

 

Qualifications (2)

TLI22321 Certificate II in Rail Customer Service

TLI33121 Certificate III in Rail Customer Service

 

Revised Units of Competency (5)

TLII0007 Provide assistance to customers with specific needs

TLIO0004 Maintain security of railway property and revenue

TLIO0005 Provide revenue protection measures

TLIP0002 Advise on and construct fares for customers

TLIP0003 Ensure the confidentiality, privacy and security of customer information

 

Deleted Unit of Competency (1)

TLIP2038 Conduct, balance and secure financial transactions

 

Skill Set (1)

TLISS00230 Rail Operations Safeworking Skill Set

 

IRC Minor Changes (9)

TLI20221 Certificate II in Road Transport Terminal Operations

TLI20421 Certificate II in Supply Chain Operations

TLI30521 Certificate III in Passenger Train Guard

TLI31221 Certificate III in Driving Operations

TLI31421 Certificate III in Light Rail Driving

TLI50119 Diploma of International Freight Forwarding

TLIG3003 Apply positive behaviours in the workplace

TLII3022 Provide customer service in rail operations

TLISS00231 Event Infrastructure Skill Set

 

Approval

16 DECEMBER 2021

 

At its meeting on 1 December 2021, the AISC approved revised materials relating to Rail Customer Service as part of TLI Training Package Release 11.0 for referral to Skills Ministers for endorsement.

 

For more information on this project, please contact the Industry Manager.

 

 

Submission

29 OCTOBER 2021

CASE FOR ENDORSEMENT SUBMITTED TO AISC

 

The Rail Industry Reference Committee has submitted the Case for Endorsement and draft Training Package materials  to the Australian Industry and Skills Committee (AISC) for consideration at its meeting on Wednesday, 1 December. 

 

VIEW CASE FOR ENDORSEMENT

 

If approved, this Case for Endorsement will result in updates to two qualifications, one Skill Set and eight associated Units of Competency. 

 

Thank you to all stakeholders who provided valuable feedback and contributed to this project. 

personal

Ron Horne

Industry Skills Manager - Rail & Transport and Logistics

 

 

 

Email: [email protected]

Phone: 03 9604 7232

Mobile: 0448 166 536