Course Title: Resolve disputes

Part A: Course Overview

Program: C4210

Course Title: Resolve disputes

Portfolio: BUS

Nominal Hours: 25.0

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Course Code




Learning Mode

Teaching Period(s)


City Campus


650T TAFE Business


Course Contact: Arie Herrnstadt

Course Contact Phone: +61 3 9925 5897

Course Contact Email:

Course Description

This unit covers the skills and knowledge involved in resolving disputes between customers and organisations in the financial services industry.

If you are undertaking this course in Melbourne from semester 2, 2012 onwards your teacher will advise you if you require access to a computer for the course. It is recommended that you have access to a mobile computing device to allow greater flexibility in terms of where you can work on campus outside class times.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

FNSICGEN404B Resolve disputes


1. Establish that a dispute exists

2. Investigate the dispute and determine the action to be taken

3. Resolve dispute

4. Finalise dispute

Learning Outcomes

Overview of Assessment

Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met. Students will be provided with feedback throughout the course to check their progress.

Assessment 1 – Case study/questionnaire
Assessment 2 – Folio: Recording, acknowledging and determining dispute
Assessment 3 – Folio: Making further investigations and finalising dispute
Assessment 4 – Final graded test/exam