NZQA registered unit standard
26848 version 2
Page 1 of 3
Title
Demonstrate knowledge of legislation applicable to contact centres
Level
3
Purpose
Credits
3
This unit standard is for contact centre customer service
representatives (CSR), and covers legislation applicable to
their work environment.
People credited with this unit standard are able to demonstrate
knowledge of legislation applicable to contact centres.
Classification
Contact Centres > Contact Centre Operations
Available grade
Achieved
Explanatory notes
1
This unit standard has been developed for learning and assessment in the workplace
using naturally occurring evidence or under realistic simulation of such a context.
Assessment should only occur following a period of practical experience.
2
References
Companies Act 1993;
Consumer Guarantees Act 1993;
Credit Contracts and Consumer Finance Act 2003;
Electronic Transactions Act 2002;
Employment Relations Act 2000;
Fair Trading Act 1986;
Financial Advisers Act 2008;
Financial Transactions Reporting Act 1996;
Fire Service Act 1975;
Forest and Rural Fires Act 1977;
Health and Safety in Employment Act 1992;
Human Rights Act 1993;
Local Government Official Information and Meetings Act 1987;
Official Information Act 1982;
Privacy Act 1993;
Private Security Personnel and Private Investigators Act 2010;
Public Records Act 2005;
Residential Tenancies Act 1986;
Resource Management Act 1991;
State Sector Act 1988;
Telecommunications Act 2001;
Treaty of Waitangi Act 1975;
Unsolicited Electronic Messages Act 2007;
Unsolicited Goods and Services Act 1975;
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
26848 version 2
Page 2 of 3
and all subsequent amendments and replacements.
3
All New Zealand Acts, Bills, and Regulations can be accessed at
http://www.legislation.govt.nz.
4
Definitions
Contact centre – an organisational unit that acts as a focal point for communication
between organisations and customers using live voice telephony and/or information
technology to meet service purposes. Contact centres exist across a wide range of
industries. Examples include – banking, insurance, telecommunications, computer
companies, retailers and suppliers of services, local government, government
agencies, travel industry, market research companies, and charity organisations.
Customer – both internal and external customers and refers to the recipient of goods
and/or services.
Organisational procedures – those policies, procedures, and/or guidelines of a real
workplace or, in the case of assessment being undertaken in a simulated workplace,
they are those of a real workplace that reflect the policies and procedures of the
workplace rather than those of the training provider.
5
Range
All activities and evidence presented for outcomes and evidence requirements in this
unit standard must be in accordance with organisational procedures.
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of legislation applicable to contact centres.
Evidence requirements
1.1
Explain the need for complying with legislation.
1.2
Describe legislation and its relevance to the contact centre industry.
Range
Employment Relations Act 2000, Health and Safety in
Employment Act 1992, Human Rights Act 1993, Privacy Act 1993,
Telecommunications Act 2001.
1.3
Identify legislation that is applicable to own contact centre, not covered by
evidence requirement 1.1, and describe procedures that ensure legislative
compliance
1.4
Describe implications and/or possible consequences of not complying with
specific legislation in own contact centre.
Range
The Skills Organisation
SSB Code 100401
three Acts.
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
Planned review date
26848 version 2
Page 3 of 3
31 December 2018
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
9 December 2010
31 December 2017
Review
2
17 April 2014
N/A
Consent and Moderation Requirements (CMR) reference
0121
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR 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 Skills Organisation reviewcomments@skills.co.nz if you wish to
suggest changes to the content of this unit standard.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016