Simulated workplaceCAQA Shire of Brightwater 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
LGACAQA Brightwater ShireSimulated workplace
Simulated workplace
Scenario · Governance and Customer Service

Log and triage a day of customer requests

You are the relieving Customer Service Officer at the Brightwater front counter.

Entry2 to 3 hours8 tasks
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The situation

What has happened

Bec Thornton is on leave and you are covering the front counter and the phones for the day. It is the last week before the first rates instalment falls due, so calls are heavier than usual. Overnight the online form has delivered five new requests: wandering dogs on Wattle Street, a missed recycling bin, a request for a payment arrangement, a complaint about parking enforcement on market day, and a raised footpath slab outside the Marlow Flat primary school where a child has tripped. Two customers are waiting at the counter, one of them upset about a parking infringement.

Your brief. Log every request received during the day in the Customer Request System with the correct category, priority and department, escalate the urgent safety matters, handle the upset customer according to the charter, and hand over a clean list of open items to Daniel Nguyen at the end of the day.
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Tasks

Deliverables

  • Five new records in the Customer Request System with category, priority and notes
  • A written record of the counter interaction with the upset customer
  • An end-of-day handover list of open requests and due dates

Documents to use

Systems to use

Customer Request System

Logs every request, enquiry and complaint received from the community and tracks it to closure against the service standard.

For trainers and assessors

Units of competency

Current on training.gov.au for the Local Government as at 10 September 2026.

LGACOR001Work in local government
LGACOR005Represent council in the community
LGAREG003Manage conflict situations in a regulatory environment

Qualifications

LGA20120Certificate II in Local Government
LGA30120Certificate III in Local Government
Assessor notes

What to look for

Evidence guide

Look for correct category and priority choices that match the procedure, plain and complete descriptions, and evidence that the student escalated the trip hazard and the dogs promptly. The counter interaction record must show courtesy, the review process explained, and no disclosure of third-party information. The handover list must be accurate against the system.

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.