Simulated workplaceCAQA Torque Automotive is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
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Simulated workplace
Scenario · Service Reception and Customer Care

Investigate and resolve an invoice complaint

You are a service advisor in Service Reception and Customer Care.

Intermediate2 to 3 hours7 tasks
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The situation

What has happened

Grace Adeyemi has complained that her service invoice was 180 dollars above the quote she was given and that nobody called her to authorise the extra work. The complaint is logged as CF-26-123 in the Customer Feedback and Complaints system. The Customer Care Manager has assigned it to you because you were not on the desk that day. The Customer Service and Complaints Policy requires acknowledgement within two business days and a proposed resolution within ten, and the Australian Consumer Law means the customer cannot be charged for work she did not authorise. You will need to pull the repair order and the quote, speak to the advisor and technician involved and propose a fair resolution to the manager.

Your brief. Acknowledge the complaint, investigate what happened using the repair order, quote and staff interviews, decide whether the extra charge was authorised, propose a resolution consistent with policy and consumer law, and record the outcome for the customer and the monthly review.
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Tasks

Deliverables

  • Updated complaint record with investigation notes
  • Proposed resolution memo to the Customer Care Manager
  • Customer letter
  • Corrective action recommendation

Documents to use

Systems to use

Customer Feedback and Complaints

Logs compliments, complaints and comebacks with the customer's desired outcome, investigation notes and resolution.

Repair Orders

Tracks every customer and stock vehicle job from booking to invoice with concern, work lines, parts, labour, quotes and quality check.

For trainers and assessors

Units of competency

Current on training.gov.au for the Automotive Retail, Service and Repair Training Package as at 10 September 2026.

AURSAA001Process customer complaints in an automotive workplace
AURACA101Respond to customer needs and enquiries in an automotive workplace
AURAFA103Communicate effectively in an automotive workplace
AURSLA001Comply with legal requirements when selling automotive products and services

Qualifications

AUR30126Certificate III in Automotive Administration
AUR20126Certificate II in Automotive Administration
Assessor notes

What to look for

Evidence guide

Look for the complaint acknowledged within policy timeframes, the investigation based on records rather than assumption, a clear finding on whether authorisation was recorded, a resolution that reflects consumer law obligations, respectful and plain communication with the customer, and a corrective action that addresses the process, not only the individual.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.