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Overview

Framework:
RQF
Level:
Level 2
Unit No:
D/505/2495
Credits:
2
Guided learning hours:
16 hours

Assessment Guidance

Portfolio of Evidence

Aim

The aim of this unit is to help learners understand the impact of legislation and regulations on customer service.

Unit Learning Outcomes

1

Know legislation and regulations that relate to customer service.

Examples of legislation and regulations relating to customer service may include:

  • Consumer Rights Act
  • Consumer Credit Act
  • Trade Descriptions Act
  • Consumer Protection Act
  • Consumer Contracts Regulations
  • Consumer Protection from Unfair Trading Regulations

Consequences of not complying may include:

  • legal action
  • loss of business
  • financial costs
  • business closure

Assessment Criteria

  • 1.1
    Outline the legislation and regulations that relate to customer service.
  • 1.2
    Describe the consequences of not complying with external requirements when delivering customer service.

2

Understand how external requirements are implemented within organisations.

Ways to comply with regulations and legislation may include:

  • ensuring premises are safe for customers and colleagues
  • access for all customers including those with physical and sensory disabilities
  • procedures for all staff to follow to ensure personal and sensitive data is protected
  • provide information in different languages, use plain English, use different methods of communication eg digital equipment

Assessment Criteria

  • 2.1
    Outline how organisations ensure compliance with legislation and regulation including
    a) health and safety practices
    b) data protection
    c) confidentiality of customer and organisation information
    d) equalities legislation.

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