AURAMA005 — Manage complex customer issues in an automotive workplace

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What an assessment for AURAMA005 must cover

39 assessable components: 3 elements (12 performance criteria), 1 performance evidence and 17 knowledge evidence requirements, plus 9 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Examine the nature of the issue

1.1Customer issue and associated feelings and opinions are identified
1.2Facts relating to the issue are determined using appropriate communication skills
1.3Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted
1.4Further information is researched as required to confirm or clarify issue
1.5Rights and responsibilities of customer and workplace are determined and communicated to customer

2 Resolve or escalate the issue

2.1Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified
2.2Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures
2.3Information required to assist customer in evaluating service and product options that best meet customer needs is provided
2.4Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures
2.5Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person

3 Document issue and outcome

3.1Record issue, outcome and customer feedback according to workplace procedures
3.2Report agreed outcome to appropriate person according to workplace procedures

Performance evidence

Before competency can be determined, individuals must demonstrate that they can perform the following according to the standards defined in this unit’s elements, performance criteria, range of conditions and foundation skills: manage the complex issues of three different customers in an automotive service and repair environment, including issues involving two of the following: cost variations, warranty issues, policy matters, additional repair time, disputed work standards; one of the above must involve escalating the issue to appropriate person.

Knowledge evidence

workplace procedures relating to customer service
workplace procedures relating to dealing with dissatisfied customers
workplace procedures relating to complaints handling and recommending appropriate action
workplace procedures relating to escalating issues to appropriate person
workplace procedures relating to reporting and documenting complaints
common complex customer issues, including disputes concerning cost
common complex customer issues, including disputes concerning work standards
common complex customer issues, including disputes concerning time taken or expected for repairs
common complex customer issues, including disputes concerning selection of parts
common complex customer issues, including disputes concerning warranties
key legal requirements relating to customer rights as a consumer, and business obligations under Australian Consumer Law (ACL)
negotiation, communication and problem-solving strategies, including active listening
negotiation, communication and problem-solving strategies, including questioning techniques
negotiation, communication and problem-solving strategies, including interpreting body language
negotiation, communication and problem-solving strategies, including negotiating or closing a deal
automotive product and service knowledge relevant to workplace manufacturers or suppliers in order to recommend alternative products and services
automotive product and service knowledge relevant to workplace manufacturers or suppliers in order to recommend variations in a limited product and service range

Foundation skills

Learning skills: use feedback and experience obtained from negotiating with customers to inform future customer dealings and workplace procedures.
Reading skills: research and review information about supplier products and services relevant to customer issues.
Writing skills: legibly and accurately complete workplace reports outlining customer issues and associated outcomes.
Oral communication skills: participate effectively in verbal exchanges using collaborative techniques, including active listening and questioning, to gather, clarify and confirm customer issues or complaints; summarise and present key points of information to negotiate effectively to resolve the issue.
Numeracy skills: use mathematical operations, including addition, subtraction, multiplication division and percentages, to determine additional costs, refunds and time implications relating to the issue.
Digital literacy skills: use digital systems and tools to: communicate with others; access, search and retrieve information relating to products and services.
Initiative skills: present options and alternatives to negotiate solutions to customer issues.
Planning and organising skills: select problem resolution methods and techniques appropriate to the circumstances; use a planned approach to resolving and negotiating a customer’s issue or complaint.
Technology skills: use office equipment to prepare written information and to communicate with customers via a range of channels.

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:

Questions about assessing AURAMA005

What does an assessment tool for AURAMA005 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for AURAMA005 needs to address all 39 unit components: 3 elements with 12 performance criteria, 1 performance evidence requirements, 17 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for AURAMA005?

Auditori pulls the current release of AURAMA005 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for AURAMA005 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing AURAMA005 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of AURAMA005, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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