Simulated workplaceCAQA Corridor Logistics 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
TLICAQA CorridorSimulated workplace
Simulated workplace
Scenario · Customer Service and Freight Planning

Resolve a customer complaint about a late and damaged delivery

You are a Customer Service Officer in Customer Service and Freight Planning.

Entry2 to 3 hours8 tasks
Start the tasksAll scenarios
Home/Scenarios/Resolve a customer complaint about a late and damaged delivery
The situation

What has happened

Coastline Homewares has complained that consignment CN-260904-0031 to Bendigo arrived three hours after the agreed window and that one carton of ceramic dinner sets was crushed. The complaint was received by phone on Monday and logged on the consignment board with the status Complaint open. The proof of delivery shows a signature at 3:10 pm against a window of 9:00 am to 12:00 pm. The fatigue log for that day shows driver Grace Oyelaran took a rest break at Kyneton and the fleet register shows no defect on the vehicle. The customer is a long-standing account and has asked for a credit and an explanation.

Your brief. Manage the complaint in line with the customer service and privacy policy: acknowledge it within one business day, investigate with road freight and the warehouse, establish what caused the delay and the damage, propose a fair resolution for the manager's approval, and draft a reply to the customer that is honest and professional.
Read the work request in your inbox
Tasks

Deliverables

  • Acknowledgement message to the customer
  • Findings summary and proposed resolution for manager approval
  • Draft final reply to the customer
  • Updated consignment record with the complaint outcome and status

Documents to use

Systems to use

Consignment Board

Tracks every freight booking from order to proof of delivery, including the allocated vehicle, delivery window, exceptions and complaints.

Driver Fatigue and Work Diary Log

The allocator's daily record of each driver's planned and actual work hours, rest breaks, fitness for duty declaration and any limit flagged under the fatigue management policy.

Stock Register

The warehouse management record of every pallet on site: customer, product, batch, bay, quantity and status from receival to despatch.

For trainers and assessors

Units of competency

Current on training.gov.au for the Transport and Logistics Training Package as at 10 September 2026.

TLII0005Apply customer service skills
TLII4022Identify and meet customer requirements
TLIP0003Ensure the confidentiality, privacy and security of customer information
TLIE3004Prepare workplace documents

Qualifications

TLI30325Certificate III in Supply Chain Operations
TLI20421Certificate II in Supply Chain Operations
Assessor notes

What to look for

Evidence guide

The acknowledgement must be sent within the policy timeframe and the final reply must be accurate, courteous and free of driver personal details. Look for evidence that the student used the records rather than assumptions to establish the cause, that the proposed resolution is proportionate, and that the consignment record is updated with the outcome and the status changed appropriately.

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.