Simulated workplaceCAQA Keystone Construction and Plumbing 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
CPCCAQA KeystoneSimulated workplace
Simulated workplace
Scenario · Business Support

Respond to a client complaint about the balcony remediation works

You are the Contracts Administrator working with Business Support.

Advanced3 to 4 hours7 tasks
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Home/Scenarios/Respond to a client complaint about the balcony remediation works
The situation

What has happened

An owner at the Peninsula Strata balcony remediation project in Frankston has lodged a written complaint through the strata manager. The owner says grinding dust entered their apartment, that work started before 7:00 am on two days and that a pot plant on the balcony was damaged. The strata manager wants a formal written response within ten days and has hinted at withholding the next progress claim. The site diary shows an environmental hazard report for dust on 4 September and a corrective action that was closed. The site supervisor says the crew arrived early but did not start noisy work before 7:00 am. The General Manager will sign the response and wants it factual, fair and consistent with the contract.

Your brief. Log the complaint, gather the site records, establish what happened, draft a factual response for the General Manager that addresses each point, offers a remedy where Keystone is at fault and protects the progress claim under the contract procedure.
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Tasks

Deliverables

  • Complaint log entry in the register
  • Summary of evidence from the site diary and interviews
  • Draft response letter for the General Manager
  • Progress claim note for the Estimating and Contracts Manager

Documents to use

Systems to use

WHS Incident and Hazard Register

The register of injuries, near misses, hazards, environmental incidents and corrective actions across every Keystone site.

Site Diary and Job Register

The daily record for each construction project: weather, workers on site, work done, deliveries, inspections, delays and instructions.

For trainers and assessors

Units of competency

Current on training.gov.au for the Construction, Plumbing and Services Training Package as at 10 September 2026.

CPCCBC4024Resolve business disputes
CPCCBC4008Supervise site communication and administration processes for building and construction projects
CPCCBC4003Select, prepare and administer a construction contract
CPCCBC4009Apply legal requirements to building and construction projects

Qualifications

CPC40120Certificate IV in Building and Construction
CPC50320Diploma of Building and Construction (Management)
Assessor notes

What to look for

Evidence guide

The response must address every point in the complaint, rely on the site records rather than assertion, offer a remedy for the dust and the pot plant where the records support fault, and stay within the contract's dispute and claim provisions. Look for a professional tone, no admissions beyond the evidence and a clear explanation to the manager of the claim position.

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.