24077 version 1
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Demonstrate knowledge of business responsibilities towards
customers within the automotive industry
Level
3
Credits
1
Purpose
This unit standard is for people in the automotive industry. People credited
with this unit standard are able to demonstrate knowledge of business
responsibilities towards customers within the automotive industry.
Subfield
Motor Industry
Domain
Automotive Administration
Status
Registered
Status date
25 February 2008
Date version published
25 February 2008
Planned review date
31 December 2012
Entry information
Open.
Accreditation
Evaluation of documentation and visit by NZQA and
industry.
Standard setting body (SSB)
NZ Motor Industry Training Organisation (Incorporated)
Accreditation and Moderation Action Plan (AMAP) reference
0014
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Special notes
Legislation relevant to this unit standard includes but is not limited to – Consumer
Guarantees Act 1993; Fair Trading Act 1986; Health and Safety in Employment Act 1992;
Privacy Act 1993.
 New Zealand Qualifications Authority 2016
24077 version 1
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Elements and performance criteria
Element 1
Demonstrate knowledge of business responsibilities towards customers within the
automotive industry.
Performance criteria
1.1
The main points of consumer legislation are identified in relation to business
responsibilities.
Range
1.2
Ethical considerations in the provision of automotive goods and services are
identified in relation to employer and consumer expectations.
Range
1.3
includes but is not limited to – driving vehicles, entering workshop
environment, hazardous storage areas.
Responsibilities when giving advice to customers on faults found during a
service or inspection are identified.
Range
1.6
information relating to carrying out repairs and selling automotive
components, information on parts labels, responsibilities when
advertising, information on warranty conditions.
Responsibilities relating to customer safety at the business premises are
identified in accordance with legislation.
Range
1.5
representation of the company and company customer care policy,
the spirit and letter of laws relating to the supply of goods and
services, representation of brand name vehicles and products,
compliance with industry standards and codes of practice,
professional behaviour to customers, prompt and accurate
performance in carrying out of commitments.
Responsibilities relating to information given to customers are identified in
accordance with legislation.
Range
1.4
includes but is not limited to – Consumer Guarantees Act, Fair
Trading Act, Privacy Act.
includes but is not limited to – safety critical items found faulty,
vehicle not complying with Warrant of Fitness (WoF) or Certificate
of Fitness (CoF) standard, faults likely to cause ongoing or future
problems.
Responsibilities when giving instruction to customers on vehicle, component, or
product use are identified.
Range
includes but is not limited to – safe operating conditions and
requirements, use of driver’s or owner’s handbook, service or
maintenance requirements.
 New Zealand Qualifications Authority 2016
24077 version 1
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Please note
Providers must be accredited by NZQA, or an inter-institutional body with delegated
authority for quality assurance, before they can report credits from assessment against
unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be accredited by NZQA before they can register
credits from assessment against unit standards.
Accredited providers and Industry Training Organisations assessing against unit standards
must engage with the moderation system that applies to those standards.
Accreditation requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP also includes useful information about special requirements for organisations
wishing to develop education and training programmes, such as minimum qualifications for
tutors and assessors, and special resource requirements.
Comments on this unit standard
Please contact the NZ Motor Industry Training Organisation (Incorporated)
info@mito.org.nz if you wish to suggest changes to the content of this unit standard.
 New Zealand Qualifications Authority 2016