This page is updated when information changes, but it's always best to talk to your training provider to confirm course details before you enrol.
Overview
This is a qualification for a person engaged in operations within the rail customer service environment undertaking a range of tasks involving known routines and procedures, and taking some responsibility for the quality of work outcomes.
Job roles
The qualification is aligned to the following defined roles:
- booking clerk
- customer service attendant/assistant
- passenger service officer
- station assistant/officer
- train buffet operator
- train conductor.
No licensing, legislative or certification requirements apply to this qualification at the time of publication.
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Financial help
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Government funding is not available for this course.
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Cost
Course costs can vary by provider and location. Ask your training provider for a cost estimate.
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VET Student Loans are not available
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You may need to pay for equipment or materials.
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On-the-job training
- Apprenticeships and traineeships are not available for this course.
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Entry requirements
This course doesn't have any entry requirements. It could be a good starting point for your career.
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Duration
You complete this course when you’ve learned the skills, not after a set amount of time. The times shown are estimates.
- Qualification only:
6 months – 1 year
- Qualification only:
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Delivery options
You may be able to access this training in these ways:
Course content
This course is made up of units.
All courses have core units—these are mandatory for completing the course. Most courses also have elective units, which you can choose from to suit your needs and interests. Not all training providers offer every elective, so check with your provider to find out which electives they can offer you.
For more information about course content, talk to your training provider or visit the National Training Register.
| Unit | Unit type |
|---|---|
| Apply awareness of railway fundamentals | Core |
| Follow work health and safety procedures | Core |
| Participate in basic workplace communication | Core |
| Process workplace documentation | Core |
| Provide customer service in rail operations | Core |
| Use communications systems | Core |
| Work effectively with others in a team | Core |
| Advise on and construct fares for customers | Elective |
| Apply accident-emergency procedures | Elective |
| Apply awareness of safeworking rules and regulations | Elective |
| Apply fatigue management strategies | Elective |
| Apply keyboard skills | Elective |
| Apply safety critical communications in the rail environment | Elective |
| Carry out basic workplace calculations | Elective |
| Clean transportation units and facilities for passenger use | Elective |
| Deliver a service to customers | Elective |
| Ensure the confidentiality, privacy and security of customer information | Elective |
| Identify and respond to signals and trackside signs | Elective |
| Operate firefighting equipment | Elective |
| Operate the on-train buffet car | Elective |
| Participate in environmentally sustainable work practices | Elective |
| Prepare for train departure | Elective |
| Provide assistance to customers with specific needs | Elective |
| Provide basic emergency life support | Elective |
| Provide First Aid | Elective |
| Provide responsible service of alcohol | Elective |
| Provide revenue protection measures | Elective |
| Respond effectively to behaviours of concern | Elective |
| Safely access the rail corridor | Elective |
| Shift materials safely using manual handling methods | Elective |
| Use hygienic practices for food safety | Elective |
| Use infotechnology devices in the workplace | Elective |
| Work in a socially diverse environment | Elective |
Job prospects
The Certificate II in Rail Customer Service sets you up for roles like these, but the skills you learn could take you even further.
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Ticket Seller
ANZSCO 639411
Ticket Sellers sell tickets and make reservations for services such as travel and admission to sporting and entertainment venues. They may take tickets, issue boarding passes, or assist in the use of self-check systems. They may also work in call centres.
Recommended education level:
Certificate I or secondary education -
Transport Conductor
ANZSCO 639412
Transport Conductors collect fares and issue tickets on transport vehicles.
Recommended education level:
Certificate I or secondary education -
Freight Handler (Rail or Road)
ANZSCO 891111
Freight Handlers (Rail or Road) load and unload freight trucks, containers and rail cars.
Recommended education level:
Certificate I or secondary education -
Railways Assistant
ANZSCO 899917
Railways' Assistants assist with operating and maintaining facilities at railway stations by updating platform indicators showing train times and destinations, collecting and checking passenger tickets, giving signals for train departures, and cleaning station facilities.
Recommended education level:
Certificate I or secondary education
Training providers delivering Certificate II in Rail Customer Service
It's a good idea to research multiple training providers to make sure you're getting the right training for you.
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Centre For Excellence in Rail Training (RTO code 51333)
Contact this provider
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THE INSTRUCTION COMPANY PTY LTD (RTO code 20928)
Contact this provider
How to enrol in this course
To enrol, choose a training provider that offers this course. You can see provider details on this page.
When you find one that you think suits you, visit their website or contact them directly to confirm details like start dates, fees, funding, delivery locations and delivery options.
The provider will guide you through the enrolment process.
How do apprenticeships and traineeships work?
Apprenticeships and traineeships let you combine hands-on work experience with training. You’ll gain job-ready skills and earn an income while you complete a qualification.
As an apprentice or a trainee, you work with an employer while completing your training. Most of your time is spent learning on the job, with some classroom or online training to support the skills you're developing in the workplace.
For some jobs, you may need to do an apprenticeship or traineeship before you are allowed to work as a qualified tradesperson. For example, you need to do an apprenticeship if you want to work as a licensed electrician.
Find out more about apprenticeships and traineeships.
See more information about the apprenticeship or traineeship you’re interested in pursuing on the Queensland Training Information Service.
How long will this course take?
This course is competency-based training, which means you progress as you demonstrate your skills and knowledge, rather than in a set amount of time.
The duration shown here is an estimate for full-time study based on how long most people take to complete the course. You may finish earlier than other people, or it may take you a bit longer.
If you’ve already completed training or have worked in a relevant area, you could get credits or recognition of prior learning. This can reduce the training you need to complete a qualification, which could reduce the time needed for training.
Duration for apprenticeships and traineeships
Apprenticeships and traineeships take longer than doing the qualification on its own, but you learn valuable hands-on skills.
For some jobs, you may need to do an apprenticeship or traineeship before you are allowed to work as a qualified tradesperson. For example, you need to do an apprenticeship if you want to work as a licensed electrician.
Learn about how courses are delivered
Different courses have different delivery options. Consider your needs when you’re researching courses. Some courses may be delivered entirely online or partially online. Others may be delivered in a classroom.
Some courses, like those delivered through apprenticeships and traineeships, are mostly based in the workplace but with some classroom or online study.
If a certain type of delivery is important to you, talk to your provider before you enrol to make sure they offer that delivery option.
How to reduce the cost of your course
There are lots of ways you can reduce the cost of your course.
- The government could partly or fully cover the cost of your course. See information about financial help and government funding on this page.
- The government also offers funding for some costs related to your course.
- If you’ve already completed training or have worked in a relevant area, you could get a cost credit or recognition of prior learning. This can reduce the training you need to complete a qualification, which could reduce the cost.
Learn about financial help and government funding
The main cost of training is usually the course fees, which vary depending on things like which course and training provider you choose.
You may be able to get your training for free or at a reduced cost, or you could get help with paying for training-related costs. You can also pay for some courses with a VET Student Loan.
Find out more about getting help paying for your training or check if you're eligible.
What are entry requirements?
Some courses have conditions you need to meet before you can enrol in the course. They help make sure you have the right background or skills for the training.
Entry requirements might include a certain education level, skills or knowledge, work status, or experience.