Course Description

This BSB30115 Certificate III in Business course will help you to develop skills in customer service, financial processes and resources coordination. You will also learn to create documents, spreadsheets and presentations, as well as how to organise your work priorities and identify opportunities for personal development.

Potential career outcomes

  • Customer Service Advisor
  • Data Entry Operator
  • General Clerk
  • Personal Assistant
  • Receptionist
Course number E1056
Qualification name BSB30115 Certificate III in Business
Course duration Maximum 18 months
Delivery Method Online
Recognition Nationally Recognised Nationally Recognised Training
Assessments Case studies, Demonstrations, Portfolio, Questions, Reports
Awarded by
  • Open Colleges (Provider number: 90796)


You will need to have completed year 10, or equivalent. Equivalency can be demonstrated by one of the following:

  • A qualification at Certificate II level or higher OR
  • 2 years of industry experience in a role that requires the use of written documentation and communication.

Minimum age

You will need to be at least 16 years old. If you are under 18 your enrolment form will need to be signed by a parent or guardian.


This course involves reading and undertaking a range of written assessments, as well as engaging in online forums and discussions. Furthermore, the delivery mode relies on the extensive use of written communication. As such, entry to the course requires the successful completion of English to Year 10 level.

If you haven't successfully completed English at Year 10 level, you can demonstrate equivalency through one of the following:

  • Successful completion of a Nationally Recognised Training qualification at Certificate II level or higher; or
  • 2 years relevant industry experience in a role that requires the use of written documentation and communication

Open Colleges recognises that not all people are able to read, write and perform calculations to the same standard. See the Language, Literacy and Numeracy Considerations section for more information on tools, resources and support services provided to by Open Colleges.


Hardware and software requirements:

All users:

  • Microsoft Office 2010 or equivalent (must contain Microsoft Access)
  • Broadband internet connection
  • 2GB of RAM
  • CD-ROM or DVD drive
  • Adobe Reader XI or equivalent
  • Printer and associated software
  • Scanner and associated software
  • Digital imaging software
  • File compression software.

Windows users:

  • Microsoft Windows 7 or higher (Windows 8 recommended)
  • 1 Ghz or faster processer (2GHz recommended)
  • Adobe Flash Player 10 or higher.

Mac OS users:

  • Mac OSX v10.5 or higher (Mac OSX v10.6 recommended)
  • 1 Ghz or faster processer (2GHz recommended)
  • Adobe Flash Player 10 or higher.

You will need access to software to view online videos and images, such as Adobe Reader, Windows Media Player, Windows Photo Viewer, which are available as a download from the internet.

Digital equipment

You will need access to:

  • A digital video recording device and/or a digital camera and associated software to save and upload video, image and audio files to OpenSpace. Many mobile phones and smart phones include this technology.
  • Software to view online videos and images. Software such as Adobe Reader, Windows Media Player, Windows Photo Viewer etc. are available as a free download from the internet.


To successfully complete this course, you will require basic computing skills. This includes:

  • Creating, saving and editing Microsoft Office documents
  • Accessing and searching the internet
  • Downloading and saving documents from websites
  • Uploading documents through websites
  • Participating in online discussions
  • Connecting digital cameras and downloading and storing images and audio files
  • Connecting digital video devices and downloading and storing videos
  • Compressing image files.

Language, Literacy and Numeracy

Our free online assessment tool can help give you an idea of the language, literacy and numeracy skills needed to study a VET course. This tool can also help you determine your learning level and help you plan your future studies. You can access the Language, Literacy and Numeracy tool here.

Open Colleges may make changes to the course from time to time to reflect changes introduced to the relevant Training Package or other regulatory requirements. Please download the course guide for current information about the course and its status.

Module 1: Writing Documents

  • Plan document
  • Draft document
  • Review document
  • Write final document

Module 2: Producing business documents

  • Prepare and produce word-processed documents
  • Use safe work practices to ensure ergonomic, work organisation, energy and resource conservation requirements are addressed
  • Identify document purpose, audience and presentation requirements, and clarify with relevant personnel as required
  • Identify organisational and task requirements for text-based business documents to ensure consistency of style and image
  • Design document structure and layout to suit purpose, audience and information requirements of the task
  • Design document to enhance readability and appearance and to meet organisational and task requirements for style and layout
  • Use style sheets and automatic functions to ensure consistency of design and layout
  • Add tables and other data
  • Insert a standard table into a document, changing cells to meet information requirements
  • Insert and delete columns and rows as necessary
  • Insert images and other data to meet information required specifications
  • Produce text documents
  • Use advanced software functions to enable efficient production of documents
  • Enter or import and edit text and other data to meet required specifications
  • Preview, adjust and print documents in accordance with organisational and task requirements
  • Name and store text documents in accordance with organisational requirements and exit the application without information loss/damage
  • Prepare text documents within designated timelines and organisational requirements for speed and accuracy
  • Use manuals, user documentation and online help to overcome problems with document design and production

Module 3: Customer Service

  • Identify customer needs
  • Deliver a service to customers
  • Monitor and report on service delivery

Module 4: Handling customers

  • Respond to complaints
  • Process customer complaints using effective communication in accordance with organisational procedures established under organisational policies, legislation or codes of practice
  • Obtain, document and review necessary reports relating to customer complaints
  • Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes
  • Negotiate resolution of the complaint and obtain agreement where possible
  • Maintain a register of complaints/disputes
  • Inform customer of the outcome of the investigation
  • Refer complaints
  • Identify complaints that require referral to other personnel or external bodies
  • Make referrals to appropriate personnel for follow up in accordance with individual level of responsibility
  • Forward all documents and investigation reports
  • Follow up appropriate personnel to gain prompt decisions
  • Exercise judgement to resolve customer service issues
  • Identify implications of issues for customer and organisation
  • Analyse, explain and negotiate appropriate options for resolution with customer
  • Propose viable options in accordance with appropriate legislative requirements and enterprise policies
  • Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel

Module 5: Organising workplace information

  • Collect and assess information
  • Organise information
  • Review information needs

Module 6: Organising own work schedules

  • Organise and complete own work schedule
  • Monitor own work performance
  • Coordinate personal skill development and learning

Module 7: Workplace Health and Safety

  • Determine the legal framework for WHS in the workplace
  • Contribute to activity that reflects WHS legislative requirements
  • Keep up-to-date with legislation and relevant publications

Module 8: Sustainability

  • Identify current resource use
  • Comply with environmental regulations
  • Seek opportunities to improve resource efficiency

Module 9: Electronic Presentations

  • Prepare to create presentation
  • Create presentation
  • Finalise presentation

Module 10: Maintaining business resources

  • Advise on resource requirements
  • Monitor resource usage and maintenance
  • Acquire resources

Module 11: Produce spreadsheets

  • Select and prepare resources
  • Plan spreadsheet design
  • Create spreadsheet​
  • Produce simple charts
  • Finalise spreadsheets

Module 12: Maintaining financial records

  • Maintain daily financial records
  • Maintain general ledger
  • Monitor cash control



What are my payment options?

Pay in full

If you pay your course fees up-front in full, you’ll benefit from a discount. When you pay in full, we don’t have to spend extra money on administration for tasks such as payment plan processing. Instead, we get to pass this saving onto you in the form of a discount.

Payment Plan

Pay for you course in weekly or fortnightly instalments. By paying in instalments, you can schedule your payments around your regular outgoings and get ahead without breaking the bank. Open Colleges payment plans are interest-free.

ZipMoney Payment Plan

If you need a little more flexibility in your finances, and want to pay off your course fees over a longer period of time, you can switch to a zipMoney payment plan. Essentially, zipMoney pays your course fees for you, and you pay this loan back over 24, 36 or 48 months. As long as you are eligible, you can switch to a zipMoney plan at any time.

Find out more

Lee Cuff

Lee has worked in the clerical industry for over 20 years. Specifically, her focus has been on small business management. Lee gained her Bachelor of Vocational Education and Training and focused her skills by training students in the classroom as well as by distance learning. She has teaching experience in all aspects of business and training and assessment. She is currently the CEO of a Registered Training Organisation and specialises in the compliance and management of the RTO. Lee is also a small business owner herself, working at a cafe and catering business.

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Click Enrol Now and choose a payment plan or call an Education Advisor on 1300 161 345 for more details.