NZQA registered unit standard
7126 version 5
Page 1 of 3
Title
Respond to oral one-to-one complaints
Level
3
Credits
2
Purpose
People credited with this unit standard are able to demonstrate
knowledge of own responses to oral complaints, and respond
to oral complaints in one-to-one situations.
Classification
Core Generic > Social and Cooperative Skills
Available grade
Achieved
Explanatory notes
1
This unit standard is relevant to all situations where one-to-one complaints are
received, including the workplace, but excludes workplace situations where handling
of customer or client complaints is governed by formal policies and procedures.
2
This unit standard can be assessed against in a real or simulated workplace.
3
Definitions
Organisational requirements refer to policies, procedures, and reporting requirements
of the workplace or training/educational establishment.
Workplace requirements are documented policies and procedures or established
protocols for workplace performance.
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of own responses to oral complaints.
Evidence requirements
1.1
Own responses to oral complaints are described.
Range
1.2
at least three instances, including mild and forceful approaches by
another party;
description may include but is not limited to – own emotions; own
behaviours; outcomes of each event; impact on self-image; impact
on the relationship; awareness at the time of influences acting on
self and/or complainant.
Influences underlying own response to oral complaints are identified.
Range
may include but is not limited to – beliefs, values, assumptions.
NZQA National Qualifications Services
SSB Code 130301
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
7126 version 5
Page 2 of 3
Outcome 2
Respond to oral complaints in one-to-one situations.
Range
one each of – face-to-face, on the telephone.
Evidence requirements
2.1
The response to the oral complaints incorporates attitudes that contribute to a
positive outcome in accordance with workplace or organisational requirements.
Range
assertiveness, governed by fairness, accounts for cultural
considerations, safety considerations, tone;
face to face – body language.
2.2
Feedback provided to the other party acknowledges their feelings and
perceptions in accordance with workplace or organisational requirements.
2.3
Facts relating to the complaints are identified and corroborated with the other
party to the extent practicable in the situation in accordance with workplace or
organisational requirements.
2.4
Any actions to be carried out are identified and commitment to carrying these
out is stated to the other party in accordance with workplace or organisational
requirements.
Planned review date
31 December 2018
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
22 May 1996
N/A
Revision
2
27 March 1998
N/A
Review
3
26 September 2001
N/A
Review
4
16 July 2010
N/A
Rollover
5
18 June 2015
N/A
Consent and Moderation Requirements (CMR) reference
0023
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.
NZQA National Qualifications Services
SSB Code 130301
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
7126 version 5
Page 3 of 3
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 NZQA National Qualifications Services nqs@nzqa.govt.nz if you wish to
suggest changes to the content of this unit standard.
NZQA National Qualifications Services
SSB Code 130301
 New Zealand Qualifications Authority 2016