NZQA Expiring unit standard
15914 version 5
Page 1 of 3
Title
Demonstrate complaint handling principles and procedures in the
hospitality industry
Level
1
Credits
Purpose
2
This unit standard is for people who are studying the hospitality
industry in a school or early tertiary learning environment.
People credited with this unit standard are able to demonstrate
knowledge of complaint handing principles, and demonstrate
complaint handling procedures.
Classification
Hospitality > Hospitality - Foundation Skills
Available grade
Achieved
Explanatory notes
1
Definition
Industry requirements refers to common methodologies and practices accepted
widely throughout the industry as standard practice. It is expected that the detail of
these requirements will differ slightly from one establishment to another, and should
be explained in such a manner.
2
References
Standard industry texts referred to in this unit standard include but are not limited to
the following text:
Lillicrap, D. and Cousins, J. Food and Beverage Service. 7th Edition (London:
Hodder Arnold, 2006). A list of the latest editions is available from the Hospitality
Standards Institute, PO Box 9695, Wellington 6141.
This unit standard is
expiring
3
The outcomes required in this unit standard are seen as a basic introduction to the
hospitality industry. References to industry or commercial environments are
designed to assist teachers to contextualise the learning environment to one that is
more realistic of the hospitality industry. Partnerships with industry are
recommended to assist learning.
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of complaint handling principles.
Evidence requirements
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
15914 version 5
Page 2 of 3
1.1
The principles of complaint handling are described in terms of industry
requirements and standard industry texts.
1.2
The differences between various complaint styles are identified and described
in accordance with standard industry texts.
complaint styles include but are not limited to – passive, agressive,
constructive.
Range
Outcome 2
Demonstrate complaint handling procedures.
Evidence requirements
2.1
The customer is given prompt and undivided attention in accordance with
industry requirements.
2.2
Relevant information is gained from the customer regarding the complaint in
accordance with industry requirements.
2.3
Assurance of resolution of the problem is given to the customer in a polite and
friendly manner in accordance with industry requirements.
2.4
Decisions are taken within personal responsibility to resolve the complaint in
accordance with industry requirements.
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
This unit standard is
1
27 November 1998
31 December 2016
expiring
2
22 October
2003
31 December 2016
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
Review
Review
3
19 September 2008
31 December 2016
Revision
4
20 November 2009
31 December 2016
Review
5
20 November 2014
31 December 2016
Consent and Moderation Requirements (CMR) reference
0112
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.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
15914 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.
This unit standard is
expiring
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016