Explain the key provisions of each of the following Acts and that must be applied in all workplaces, including ICT workplaces:

b. Sex Discrimination Act 1984

  Sex discrimination act was passed to give equal rights to the men and the women. The men and women should be treated equally. This act was passed to eliminate the discrimination on the basis of the sex, the marital status and the family responsibilities and it will also eliminate the sexual harassment at the work and in different institutes that can be education or business institutes. This act should be applied in all work places to keep a balance between the men and the women.

c. Disability Discrimination Act 1992

This act allows the illegal discrimination o the people who have some disabilities regarding some specific areas. These areas can be: Sport, education, accommodation, employment, buying land, access to the premises and provision of the goods, facilities and the services. No person should be discriminated upon such things. This act should be applied in all organization so that no person is discriminated upon the basis of such things in the organization.

2. Define the term duty holder under WHS/OHS legislation and the primary duty of care of a PCBU under WHS legislation.

The term duty holder defines a person that has the duty of the work health and safety that is under the WHS Act and under this act includes a person who is conducting a business or undertaking (PCBU), this can be a importer, manufacturer, supplier, plant used at work, installer of different products or the designer as well as some workers and the officers. In this case of the duty holder, more than one person can share the same duty because these duties untransferable.

3. Outline two examples of WHS practices that an ICT business could implement in order to comply with WHS legislation.

ICT businesses requires the use of the technology which is dangerous for the workers sometimes so ICT businesses should firstly.

·         Access the risks: Risk assessment is one of the major task. In ICT the use of the technologies is on a wide area. The overuse of the technology can cause different problems like the injuries in hand, obesity, muscle and the joint problems, eyestrain and some behavioral issues, moreover some issue of the electric shocks and the fire in the office are the main risks in the ICT business. These risks should be identified and then should be rescued.

·         Consulting the workers: According to the section 47 and 48 of the WHS legislation, consultation with the workers is a necessary part because these workers are the employees and they know about the risks of the organization and the risks they are facing in the organization. So, consulting with the workers is another most important part in providing Workplace health and safety to the workers.

4. Describe three ways that a business can communicate its policies and procedures to staff.

The three ways in which the policies and the procedures can be communicate to the staff includes:

Inform employees before time:

When starting a new project or implementing any policies in the organization, inform the employees before time so that they can mentally prepare themselves before the organization implement any new policy or procedure.

Ask the employees for the feedback:

Feedback from the employees is a necessary thing. And to encourage the participation of the employees, ask the employees if they have any ideas that can b included in the policy manual or the employee handbook. And show the employees that their opinions, ideas and suggestions matter.

Introduce the final product to the employees:

After the policy manual or the employee handbook is ready, introduce it to the employees and tell the e employees about its purpose and reinforce the importance of this policy handbook to the employees and the way it should be used.

5. Explain two possible methods for ensuring effective customer service within both a small and large business.

The two possible methods that can be used for ensuring an effective customer service within both a small and a large business includes:

Clear communication skills:

The employee dealing with the customers should have the clear communication skills and he can convey his message properly to the customers and define the product which they are selling to the customers in the best possible way so tat is why communication skills in one of the mot important method for ensuring an effective customer service.

Knowledge of the Product:

The employee should have proper knowledge about the product which he is selling to the customer. Without the proper knowledge of the product, the employee cannot convince the customer. Knowledge f the product shows how much the employees are dedicated to the organization and how much willing they are to ensure an effective customer service.

6. Describe customer service standards and their importance

The customers service standard are the rules and the regulations of the company that shape the relationship of the customers with organization and this relationship is built through the customers experience. By knowing the customer experience and the response they have about the organization and their requirements and the needs are important for organization. If the organization takes care of the needs and the requirements of the customers and provide them the products just as they expected, the organizations can keep the standards of the customer service high and customers are important for any organization because no organization can run without the customers.

7. Explain the standard steps that you would use to effectively deal with a customer complaint made to you either by telephone or in person.

There are some standards steps that can be used by the employees that are handling the complaints of the customers including:

Listening to the customer’s complaint: Listening to the complaints of the customer is a necessary thing it will broaden up your view and you can also identify h weakness of the organization that needs to improved.

Apologized for a situation: You must make and apology or should excuse to the customer for the inconvenience they had while using our product.

Execute a Solution: For the problem that the customer has told you about, you should offer a proper solution for it. If you know the knowledge about the product then you can give a proper solution to the customer.

Follow up the customer: After giving the solution keep a follow up of the customer and thanks them for co-operating with such inconvenience. This will have a positive impact on the customers and the customers will be satisfied with the services of the company.

8. Summaries two typical ICT system security systems and give at least two the procedures that organizations may use.

The two typical ICT security systems are the Integrity Models and the Availability Models.

 This model keeps the data safe and secure by protecting the data from different accidental and the intentional changes. This model has three aims to protect the data:

It prevents the data from the modifications by the unauthorized users.

It also prevents the unauthorized changings and the improper modifications by the authorized users.

And it also maintains the consistency of the data and the programs on an internal level and external level.

It keeps the data safe for authorized use and during some disasters and the emergencies. According to this model, the data that is confidential, integrated and available should be accessed by the authorized persons so that data will be safe and is not vulnerable to any authorized persons.

References Manage Copyright, Ethics and Privacy in an ICT Environment

Breithaupt, J. (2014, July 2014). Information Security Principes of Success. Retrieved from Personitcertification.com: http://www.pearsonitcertification.com/articles/article.aspx?p=2218577&seqNum=3

Safe work Australia. (2016). Guide to Model Work Healt and Safety Act. 1-48.