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Locate and rectify complex CPE system and equipment faults

Unit Descriptor This unit applies to all contexts for indoor and outdoor installation within a customer premises and applies to both customer premises cabling and customer premises equipment. This unit applies to all communications applications whether digital or analogue including telephony, data, video including digital broadcasting, computer networks including LANs and WANs, and multi media. This unit may be applied to domestic, commercial or industrial installations. Equivalent UnitsNil

1 . Establish background information
  1. First in fault repairer is questioned as to action taken and subsequent result identified

  2. Fault history is obtained and examined in order to establish any fault patterns

  3. All available data is obtained and used to assist with fault diagnosis

  4. Problem is discussed with other engineering and technical personnel and strategies developed for identification and repair

  5. Problem is discussed in detail with the customer

2 . Obtain suitable fault testing tools and equipment
  1. Tools and test equipment relevant to the identified system type and fault are obtained

  2. Equipment is set up in accordance with manufacturers specifications, checked to be accurate and in safe working order and modified or reprogrammed as required

3 . Diagnose faults
  1. Approach to fault identification is methodical and suitable for system and problem type and takes into account action taken on a first in basis

  2. Fault is progressively isolated to remove likely variables from assessment

  3. Continued existence of problem is verified regularly

  4. Fault is identified with minimum inconvenience to other client activity, in the shortest time possible

  5. Customer is provided with regular progress reports

  6. Fault identification is raised to a national support level within a specified timeframe

  7. Fault diagnosis is undertaken with national support guidance as required

  8. Any necessary system downtime is negotiated with the customer

4 . Rectify fault
  1. Options to rectify fault including any system downtime are determined and presented to customer for decision

  2. Fault is rectified totally, partially or temporary solution provided

  3. Faulty parts and/or equipment are identified and replaced or repaired as per service agreement

  4. Customer is advised of cost of any repair not covered by a service agreement

  5. Equipment is reprogrammed as required

  6. Work is completed in a manner which is safe both to the repairer and to the customer

  7. Temporary service is dismantled and removed in a safe and efficient manner where appropriate

  8. Repair is performed under national support guidance as required

  9. Routine checks are undertaken to identify likelihood of further or likely problems

  10. Further problems are either attended to or brought to the attention of the customer for decision as to action necessary

5 . Clean up work site
  1. All tools and equipment are cleaned, adjusted and stored in an accessible location

  2. Waste and debris are removed from work site and disposed of in accordance with environmental requirements

  3. Obsolete equipment is recovered, packaged, receipted and returned to appropriate point for refurbishment or disposal

  4. Work is completed in a safe manner

  5. Changes made to the work area during fault repair are restored to the customer's satisfaction

Key CompetencyExamples of ApplicationPerformance
How can information be collected, analysed and organised?2
How are ideas and information communicated within this competency?3
How are activities planned and organised?3
How are problem solving skills applied?2
How are mathematical ideas and techniques used?2
How is use of technology applied?3
How is team work used within this competency?3

Range Statement


Can include telephony networks, data networks, computer systems including Local Area Networks (LANs) and Wide Area Networks (WANs).


Are escalated to this level when they are not detected or capable of repair on a first in basis or within a specified timeframe or are of a recurring or intermittent nature.

Fault finding

May be done under warranty, as part of a service agreement or on a fee for service basis as agreed with a client.

Variables that may affect system faults

May include: recent additions to system, building works, operator error, power supply, software problems, time of fault, atmospheric conditions

Customer's specifications and system documentation

May be found in: contract documents, specification schedules, system configuration diagrams and site installation records such as MDF, IDF & FDP log book data and system programme.


Are as specified by the equipment manufacturer/supplier.

Service agreements

Are maintenance agreements between communication companies and their clients and vary from company to company and with the type of equipment owned or leased by the client.

CPE faults

May include: incorrect terminations, jumpering, near end crosstalk, bad connections, program errors, faulty parts, faulty circuit board, equipment failure.

Available data

May include: test data, log books, customer records, details of system checks, software programme, equipment/product manuals/guides, customer questioning details.

Other likely fault areas

Include: building cabling (including MDF), external cable, MDF jumpers, carriers network.

Methods for fault finding and repair

Include: visual inspections, functionality tests, equipment reprogram, replacement, repair and/or modification.

Fault finding methodology

Is usually described in system/equipment/product manuals and guides.


May include:

Test equipment

May include: multimeter, buttinski, lap top computer

A maintenance hierarchy

Applies to the maintenance and repair activity and is common across the Industry.

Fees for service

Vary from company to company and usually involve charges relating to labour and parts.

Relevant legislation, codes, regulations and standards include:

Evidence Guide

Assessment Location and Resources


A workplace conducting the operations covered by this competency unit, equipment and resources relevant to the context of the work (See Range Statement) and support from a competent supervisor or mentor.


A simulated environment with similar provisions which conforms to the Assessment Guidelines.

Critical Evidence

Assessment candidates should produce evidence of the following:

Skills and Knowledge

Select from the following list to suit the learning and assessment context

Codes refer to the Skill and Knowledge Register included in this training package

CI510 Communication 5

CO530 Computer Programming 4

CS510 Customer Relations 5

EN440 Enterprise Operations Policy 4

EN660 Enterprise Pricing Policy 6

IN430 Negotiation 4

IN510 Interpersonal Relationships 5

IN520 Teamwork 5

MA510 Mathematics 5

OH510 Occupational Health and Safety 5

PE510 Personal Skills 5

PK510 Product Knowledge 5

PS510 Plans and Specifications 5

TE510 Telephony 5

TF510 Test Equipment 5

TF520 Test Analysis and Diagnosis 5

TF530 Fault Finding 5

TO330 Installation Practices 3

TO510 Use of Tools 5

Computer Systems

The following relate specifically to the Computer Systems group of qualifications

CN510 Advanced Data Communications

CN520 Advanced Internet

CN520 Digital Electronics 3

CN530 Computer Systems Architecture

CN551 Data Communications Fundamentals

CN570 Computer Systems Management

CN590 Internetworking 3

CN591 Internetworking 4

CN592 Internetworking Planning

CN593 Network Layer Fundamentals