17015 version 3
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Provide flooring installation complaints service in the flooring industry
Level
4
Credits
15
Purpose
People credited with this standard are able to accept and confirm customer
complaints for flooring installation, and carry out site inspection and
recommend action.
Subfield
Construction Trades
Domain
Flooring
Status
Registered
Status date
24 September 2003
Date version published
23 April 2007
Planned review date
31 December 2012
Entry information
Open.
Accreditation
Evaluation of documentation and visit by NZQA and
industry.
Standard setting body (SSB)
Building and Constraction Industry Training Organisation
Accreditation and Moderation Action Plan (AMAP) reference
0175
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Special notes
1
Performance of the elements of this unit standard must comply with the following
legislation and guides: The Building Act 2004; Health and Safety in Employment Act
1992, and its subsequent amendments; A Guide to Health and Safety in Employment
Act 1992 (2003 – 2nd edition), published by the Department of Labour and available
at http://www.osh.dol.govt.nz.
2
Workplace procedures are all authorised instructions, processes and work practices
carried out in the workshop, factory, shop and worksite.
3
Reference document
New Zealand Building Code Handbook and Approved Documents published by
Standards New Zealand and developed by the Building Industry Authority.
 New Zealand Qualifications Authority 2016
17015 version 3
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Elements and performance criteria
Element 1
Accept and confirm customer complaints for flooring installation.
Range
customers may include but are not limited to – end user, retailer, wholesaler,
contractor, architect.
Performance criteria
1.1
The nature of the complaint is identified and confirmed with the customer in
accordance with workplace procedures and with the information supplied.
1.2
Acceptance and recording of complaint comply with workplace procedures.
Range
1.3
may include but are not limited to – statements to use, questions
to ask, recording format, referral to senior staff person.
Instructions for the job are verified in accordance with workplace procedures.
Range
originating outlet, contractor, location, address, customer’s name.
Element 2
Carry out site inspection and recommend action.
Performance criteria
2.1
Inspection method used ensures that problems are identified in accordance with
workplace procedures.
Range
problems may include but are not limited to – product failure,
inappropriate product application, incorrect maintenance.
2.2
Inspection and any recommendations are recorded in accordance with
workplace procedures.
2.3
Action recommended from the inspection complies with workplace procedures.
Range
could include but is not limited to – rectifying the identified
problems, reporting to manager and/or owner.
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.
 New Zealand Qualifications Authority 2016
17015 version 3
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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 Building and Construction Industry Training Organisation
info@bcito.org.nz if you wish to suggest changes to the content of this unit standard.
 New Zealand Qualifications Authority 2016