18113 version 2
28-Jun-16
1 of 4
ROAD TRANSPORT OPERATIONS
Demonstrate knowledge of the small
passenger service and customer
complaints requirements
level:
3
credit:
4
planned review date:
July 2009
sub-field:
Commercial Road Transport
purpose:
This unit standard is intended for personnel in the small
passenger service transport industry, including supervisors,
despatchers, and operators.
People credited with this unit standard are able to
demonstrate knowledge of legal requirements for operating a
small passenger service and describe requirements for
dealing with customer complaints.
entry information:
Open.
accreditation option:
Evaluation of documentation and visit by NZQA and industry.
moderation option:
A centrally established and directed national moderation
system has been set up by the NZ Motor Industry Training
Organisation (Incorporated).
special notes:
1
Legislation to be complied with includes:
Land Transport Act 1998;
Human Rights Act 1993;
Privacy Act 1993.
2
Any new, amended or replacement Acts, regulations,
Rules, standards, codes of practice, or Land Transport
New Zealand requirements or conditions affecting this
unit standard will take precedence for assessment
purposes, pending review of this unit standard.
 New Zealand Qualifications Authority 2016
18113 version 2
28-Jun-16
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ROAD TRANSPORT OPERATIONS
Demonstrate knowledge of the small
passenger service and customer
complaints requirements
3
Definitions
Driver ID is the unique identifier printed on the driver
identification card.
Organisational requirements include any legal
requirements,
standards,
codes
of
practice,
organisational and/or site requirements, industry best
practices, and manufacturers’ instructions. These must
be available to candidates, providers, and assessors.
Small passenger service vehicle means any passenger
service vehicle that is designed or adapted to carry 12
or fewer persons (including the driver).
Small passenger service means any service operating
such vehicles.
4
The principles of natural justice that apply to this unit
standard are:
a
the principle that both sides of a case are to be
heard.
b
the principle that the merits of the case should be
judged by a person with no interest in the
outcome.
Elements and Performance Criteria
element 1
Demonstrate knowledge of legal requirements for operating a small passenger service.
performance criteria
1.1
Legal requirements for vehicle signs are described in terms of design, fitting,
and illumination.
1.2
The schedule of fares and charges is described in terms of legal requirements.
Range:
content of the schedule, display on the vehicle, registration with
the Director of Land Transport, compliance requirements.
 New Zealand Qualifications Authority 2016
18113 version 2
28-Jun-16
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ROAD TRANSPORT OPERATIONS
Demonstrate knowledge of the small
passenger service and customer
complaints requirements
1.3
Requirements for operator and driver identification are described in terms of
legal requirements.
1.4
Driver duties and conduct are described in terms of legal requirements.
1.5
Requirements for the condition of the taxi are described in terms of cleanliness,
meters, and advertising material.
element 2
Describe requirements for dealing with customer complaints.
performance criteria
2.1
The description identifies responses to emotionally expressed complaints to
reinforce positive customer relations in accordance with organisational
requirements.
2.2
The description identifies key information to be sought from the complainant.
Range:
date, time, cab number, driver ID, details of complaint,
complainant name and contact details.
2.3
The description explains the requirements of natural justice in relation to
processing complaints.
2.4
The description specifies situations where Police must be involved in
investigating complaints, in accordance with organisational requirements.
2.5
The description explains legal requirements for maintaining a Register of
Complaints.
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
18113 version 2
28-Jun-16
4 of 4
ROAD TRANSPORT OPERATIONS
Demonstrate knowledge of the small
passenger service and customer
complaints requirements
Please Note
Providers must be accredited by the Qualifications Authority or a delegated interinstitutional body before they can register credits from assessment against unit standards
or deliver courses of study leading to that assessment.
Industry Training Organisations must be accredited by the Qualifications Authority 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 providers wishing to
develop education and training programmes, such as minimum qualifications for tutors and
assessors, and special resource requirements.
This unit standard is covered by AMAP 0092
http://www.nzqa.govt.nz/site/framework/search.html.
which can
be
accessed at
 New Zealand Qualifications Authority 2016