a). Many organisations include in their policies and procedures manual requirements for ethical behaviour in customer service situations. Explain some of the benefits organisations can expect as a consequence of this requirement.

(Explain industry and organisational policy and procedures and ethical behaviours in regard to customer service and administration).

b).Accelerating environmental decline, increasing scarcity of natural resources such as water and arable land, as well as issues of energy security and the continuing response to climate change will have a significant impact on Westpac customers, according to their sustainability strategy. Explain 3 techniques Westpac is planning to use to address these issues.

(Explain principles, practices and available tools and techniques of sustainability management relevant to the industry context).

c).Explain the benefits to a consumer of national consumer credit protection legislation.

(Explain key requirements of relevant legislation, statutory requirements and industry codes of practice as they relate to: consumer credit; privacy; financial transaction reporting; corporations (including accounting standards); financial services).

d).Explain the key issues a business needs to consider before it can incorporate triple bottom line reporting into its work planning process.

(Explain triple bottom line principles used in work planning).

e).Explain the key requirements of the Privacy Act with regard to personal Information (PI).

(Explain key requirements of relevant legislation, statutory requirements and industry codes of practice as they relate to: consumer credit; privacy; financial transaction reporting; corporations (including accounting standards); financial services).