NZQA registered unit standard
29379 version 1
Page 1 of 3
Title
Provide passengers with the information they require to complete
their intended journey and manage customer complaints
Level
2
Purpose
Credits
2
This is an entry level unit standard for people working in the
passenger or freight rail industries.
People credited with this unit standard are able to maintain
positive customer service interactions by providing passengers
with the information they require and to manage customer
complaints.
Classification
Rail Transport > Rail Operations
Available grade
Achieved
Explanatory notes
1
Assessment against this unit standard is to be carried out within an organisation
operating under a current Rail Licence issued in accordance with the provisions of
the Railways Act 2005 and subsequent amendments. The term ‘operator rules and
procedures’ referred to in this unit standard are those that the organisation has in
place to meet the requirements of the Rail Licence.
2
Legislation relevant to this unit standard includes the Health and Safety in
Employment Act 1992, which will be replaced by the Health and Safety at Work Act
2015 when it becomes effective on 4 April 2016, Railways Act 2005.
3
Definitions
Rail corridor – the railway line and adjacent land and structures.
Operator rules and procedures – Rail Operating Rules, Procedures & Local Network
Instructions (RORP); Rail Operating Code (ROC) and local bulletins or notices
relevant to the task which may include local operating procedures, work site safety
plans and standard operating procedures.
4
Assessment information
The literacy and numeracy requirements of this unit standard require candidates to
be able to read and interpret rail operator rules and procedures, communicate with
passengers and other crew, interpret and comply with rail signage and warnings.
All work practices must meet operator rules and regulations, recognised codes of
practice and documented worksite safety procedures (where these exceed the
codes) for personal, product, and worksite safety, and the obligations required under
current legislation.
Competenz
SSB Code 101571
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
29379 version 1
Page 2 of 3
Outcomes and evidence requirements
Outcome 1
Provide passengers with the information they require to complete their intended journey
and manage customer complaints.
Evidence requirements
1.1
Information is supplied to customers to enable them to make informed decisions
regarding train travel.
Information includes but is not limited to – knowledge of routes
and timetables; fares and payment options; tourist information.
Range
1.2
Customer complaints are managed in accordance with operator rules and
procedures.
Planned review date
31 December 2020
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
18 February 2016
N/A
Consent and Moderation Requirements (CMR) reference
0013
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.
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.
Competenz
SSB Code 101571
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
29379 version 1
Page 3 of 3
Comments on this unit standard
Please contact Competenz at qualifications@competenz.org.nz if you wish to suggest
changes to the content of this unit standard.
Competenz
SSB Code 101571
 New Zealand Qualifications Authority 2016