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Respond to gas queries from a contact centre and describe gas
appliance faults, incidents and events, and action to take
Level
3
Credits
8
Purpose
People credited with this unit standard are able to: respond to calls related to
gas queries in a contact centre; identify and describe, gas appliance faults,
safety measures, gas measuring systems (GMS) and networks and action to
take from a contact centre; and describe the effects of a major gas event.
Subfield
Gas Industry
Domain
Gas Marketing, Business and Administration
Status
Registered
Status date
22 May 2009
Date version published
22 May 2009
Planned review date
31 December 2014
Entry information
Open.
Accreditation
Evaluation of documentation and visit by NZQA and
industry.
Standard setting body (SSB)
NZ Motor Industry Training Organisation (Incorporated)
(MITO)
Accreditation and Moderation Action Plan (AMAP) reference
0114
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Special notes
1
The following documents must be complied with:
Natural Gas Outage Contingency Plan (NGOCP);
Gas Act 1992;
Health and Safety in Employment Act 1992;
Resource Management Act 1991;
Gas Regulations 1993.
2
Definitions
Company procedures refer to the documented methods for performing work activities
and include health and safety, environmental, and quality management requirements.
They may refer to manuals, codes of practice, NGOCP, or policy statements.
 New Zealand Qualifications Authority 2016
24722 version 1
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Escalation refers to changing an incident to a major event.
GMS refers to gas measurement system.
Major gas event refers to any planned or unplanned event resulting in the interruption
of gas supplies that impact on a significant group of consumers, such that in the
opinion of NGC Transmission cooperative action is essential to maintain stable and
safe conditions.
NGOCP refers to Natural Gas Outage Contingency Plan.
Elements and performance criteria
Element 1
Respond to calls related to gas queries in a contact centre.
Performance criteria
1.1
The nature of the call is established in accordance with safety requirements.
Range
1.2
Problem is categorised in accordance with company procedures.
Range
1.3
no gas, smell of gas, poor pressure, false alarm, gas
measurement system (GMS) faults, noise, high consumption.
appliances, GMS, regulators, network, customer installation.
Action is taken in accordance with the problem and company procedures.
Range
action related to – appliances, GMS, network, false alarm,
escalation, customer installation;
notifying the appropriate people, recording events.
Element 2
Identify and describe gas appliance faults, safety measures, and action to take from a
contact centre.
Performance criteria
2.1
Reasons for gas appliances not working are identified in accordance with the
type of appliance.
2.2
Safety measures in the case of faulty gas appliances are described in
accordance with the type of appliances and manufacturer’s instructions.
2.3
Action to be taken for a given problem is described in accordance with company
procedures.
 New Zealand Qualifications Authority 2016
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Element 3
Identify and describe GMS and network incidents.
Performance criteria
3.1
Reasons for a GMS not working are identified in accordance with the type of
incident that has occurred.
3.2
Reasons for network not working are identified in accordance with the type of
incident that has occurred.
3.3
Safety measures in the case of a faulty GMS are identified in accordance with
manufacturer’s instructions and/or company procedures.
3.4
Action to be taken is described in accordance with the problem and company
procedures.
Range
includes but is not limited to – GMS owner, network owner.
Element 4
Describe the effects of a major gas event.
Performance criteria
4.1
The effects of a major gas event are described in terms of the type of incident
and/or emergencies that may occur.
Range
4.2
network, pipeline, no or low odorant.
The actions to be taken in a major gas event are described in terms of the type
of incident and/or emergencies that may occur.
Range
company process, industry criteria.
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.
Accredited providers and Industry Training Organisations assessing against unit standards
must engage with the moderation system that applies to those standards.
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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 NZ Motor Industry Training Organisation (Incorporated) (MITO)
info@mito.org.nz if you wish to suggest changes to the content of this unit standard.
 New Zealand Qualifications Authority 2016