TLII3010 — Provide travel information to customers
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What an assessment for TLII3010 must cover
33 assessable components: 2 elements (8 performance criteria), 7 performance evidence and 18 knowledge evidence requirements. 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 Plan a journey using public transport
- 1.1Sources of current, accurate and relevant public transport information are identified and accessed to respond to customer needs
- 1.2Modes, connections, interchanges and tickets to complete a journey are identified for planned customer destination
- 1.3Major destinations, attractions and public facilities, and their proximity to public transport are identified and located in relation to customer needs or requests
- 1.4Information and/or advice provided to customers is reviewed regularly to ensure currency and accessibility
2 Provide information and advice to customers
- 2.1Specific information and needs of customers are accurately identified and clarified in accordance with the customer’s circumstance
- 2.2Customers are provided with appropriate and complete information that effectively covers their needs
- 2.3Information and/or advice is presented in a respectful format, manner and style
- 2.4Information and/or advice is regularly reviewed to ensure customers can confirm that information given satisfies their enquiry
Performance evidence
- accessing, reading, interpreting and applying relevant instructions, timetables and workplace procedures
- communicating and interacting effectively with customers
- researching relevant data
- reviewing customer needs and confirming they have been addressed
- reviewing relevant infotechnology customer travel information
- selecting and utilising ticket validating equipment and communications technology
- solving and/or reporting identified problems promptly
Knowledge evidence
- concessional privileges
- emergency management and service disruption workplace procedures
- factors that can influence verbal communication
- location of online information services, including:
- infotechnology information/format
- links
- tracking technology
- major destinations, attractions and public facilities
- major public transport connections, interchanges, stations, tram and bus terminals
- modes of public transport
- out-of-hours services
- procedures for reviewing information and advice
- relevant customer travel workplace procedures
- standard operating hours
- strategies for clarifying and confirming customer needs
- ticket and ticket structures, including points and methods of purchase
- travel zones
- vehicle types and capacity
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.
See what you get before you start
Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing TLII3010
What does an assessment tool for TLII3010 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for TLII3010 needs to address all 33 unit components: 2 elements with 8 performance criteria, 7 performance evidence requirements, 18 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 TLII3010?
Auditori pulls the current release of TLII3010 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 TLII3010 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing TLII3010 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 TLII3010, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
Related units
- TLII0001 — Market international freight forwarding services
- TLII0002 — Provide freight forwarding information and customer service
- TLII0003 — Optimise delivery service
- TLII0004 — Provide assistance to customers
- TLII0005 — Apply customer service skills
- TLII0006 — Provide taxi customer service
- TLII0007 — Provide assistance to customers with specific needs
- TLII2015 — Operate the on-train buffet car
- TLII3003 — Provide customer service in transport vehicles/vessels
- TLII3009 — Provide on-board services to customers
- TLII3022 — Provide customer service in rail operations
- TLII4001 — Coordinate quality customer service
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