BSB20211 Certificate II in Customer Contact

Supersededtraining.gov.au: supersededEquivalent

The currency period for BSB20211 ended on 23 March 2015 — 11 years ago. It names one replacement below, with the equivalence it declares for each.

Transition clockClosed to new enrolments

New enrolments are not permitted from 25 March 2016 — one year from the date the replacement was included on the National Register (s 14(1)(a)(i) of the National VET Regulator (Compliance Standards for NVR RTOs and Fit and Proper Person Requirements) Instrument 2025 (F2025L00355, in force 1 July 2025)), or from a later date if ASQA has approved otherwise for your organisation.

Learners already enrolled have no fixed deadline: they complete the product and are issued their AQF certification, or transfer to the replacement, in a timely manner (ASQA guidance, read live 25 August 2026).

The same date closes a second obligation: under s 7(2)(c) of the same instrument, advertising may refer to a superseded product only while it is on scope and new enrolments are permitted. When enrolments stop, the course page advertising it stops being permitted too — and if ASQA approves a later enrolment date, that moves with it.

Sector-wide: the item 14 cut-off, measured across every live scope · the repealed 12-month rule

Product type
Qualification
Training package
BSB07 — Business Services Training Package
Currency period ends
23 March 2015
Latest release
Release 2 · 18 December 2012 · 2 releases in all
Supersedes
BSB20207
Superseded by
BSB20215 equivalent

Where the register points next

Each step below is one supersession training.gov.au publishes between two products. The label on the rail is the equivalence the register declares for that step — not our reading of it.

  1. BSB20211Superseded — equivalentCertificate II in Customer Contact
  2. equivalent
  3. BSB20215Superseded — not equivalentCertificate II in Customer Engagement
  4. not equivalent
  5. BSB20120CurrentCertificate II in Workplace Skills

What the register says changed

These are the mapping notes training.gov.au attaches to each supersession, quoted as the register writes them. They are the only public record of what actually changed between two versions.

  • BSB20207BSB20211not equivalent27 November 2011

    This qualification replaces BSB20207 Certificate II in Customer Contact. Qualification updated. Total number of units reduced from 10 to 9 and core and elective units updated. Removal of management and sales units from the electives list and units incorporated for outbound customer contact and for product knowledge for customer service operations. Outcomes deemed NOT equivalent.

  • BSB20211BSB20215equivalent24 March 2015

    Updated to meet Standards for Training Packages.

Is BSB20211 on your scope?

This page is the register's record of one product. What it cannot tell you is whether BSB20211 sits on your own scope today, or what else on that scope has moved without anyone noticing. Enter your RTO number and we read every product on your live scope against training.gov.au and tell you which ones are superseded and which replacements the register flags not equivalent.

Public code, nothing else. We read your live scope from training.gov.au and answer here — nothing is stored unless you ask us to watch it.

Whether a supersession requires anything of you, and what, sits with you and your regulator. This page maps what the register records; it does not make that judgement. If the difference between an equivalent and a non-equivalent replacement is the question, we wrote it up in equivalent vs not equivalent.

What BSB20211 is made of

training.gov.au lists 17 units for BSB20211: 3 core and 14 elective. The register does not publish a completion rule in units for this product, so we do not state one. How many of the electives are required is in the packaging rules on training.gov.au.

Core units 3 listed

CodeUnitIn this product
BSBCCO203AConduct customer contactnot current
BSBCCO205APrepare for work in a customer contact environmentnot current
BSBCMM201ACommunicate in the workplacenot current

Elective units 14 listed

CodeUnitIn this product
BSBCCO301BUse multiple information systemsnot current
BSBCCO305BProcess credit applicationsnot current
BSBCCO308AConduct outbound customer contactnot current
BSBCCO309ADevelop product and service knowledge for customer contact operationnot current
BSBCMM301BProcess customer complaintsnot current
BSBCUS201BDeliver a service to customersnot current
BSBITU101AOperate a personal computernot current
BSBITU203ACommunicate electronicallynot current
BSBLED301AUndertake e-learningnot current
BSBWHS201AContribute to health and safety of self and othersnot current
BSBWOR201AManage personal stress in the workplacenot current
BSBWOR203BWork effectively with othersnot current
ICAICT103AUse, communicate and search securely on the internetnot current
ICAICT203AOperate application software packagesnot current

Core and elective are the register's own flags on the unit grid of the release read here. "Not current" means training.gov.au no longer recommends that unit for use inside this product — it does not say anything about the product itself.

Source: this product on training.gov.au, Australia's national training register — or go straight to the units it requires. The rule itself is item 14 of F2025L00355, and ASQA publishes the extensions it has granted. Read on 28 August 2026 UTC. Every code, title, date, status and equivalence flag on this page is the register's; nothing here is estimated or inferred, and where the register publishes nothing we say so.

Every BSB training product on the register · Search all training products

Is BSB20211 still on your scope? Type your RTO code and get the free breakdown — every superseded product on your live scope, and whether the register flags each replacement equivalent.

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