Simulated workplaceCAQA Ledger and Lane Financial 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
FNSCAQA Ledger and LaneSimulated workplace
Simulated workplace
Scenario · Compliance, Risk and Client Services

Onboard two new clients and verify identity

You are a Client Services Officer in Compliance, Risk and Client Services.

Entry2 to 3 hours7 tasks
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The situation

What has happened

Two new enquiries arrived on Friday. The first is a sole trader electrician who wants monthly bookkeeping and quarterly activity statements and has brought his driver licence and a rates notice. The second is Kestrel Imports, a company with a shareholder overseas and a cash-heavy retail store, whose director has provided a company register extract but did not want to give beneficial owner details over the phone and asked whether the firm's trust account could receive a customer payment. Six staff are overdue for anti-money laundering refresher training. The Compliance Manager is available for referrals.

Your brief. Onboard both clients using the Client Onboarding and Identification Form and the Anti-Money Laundering and Counter-Terrorism Financing Policy: verify identity, identify beneficial owners, assign risk ratings, enter both in the Client Register, prepare an engagement letter for the electrician and refer Kestrel Imports for enhanced due diligence with a clear written note of your concerns.
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Tasks

Deliverables

  • Completed onboarding forms for both clients
  • Client Register entries
  • Engagement letter for the electrician
  • Referral note to the Compliance Manager

Documents to use

Systems to use

Client Register

Holds every client's entity details, relationship owner, services engaged, anti-money laundering risk rating and identity verification status.

Complaints, Breaches and Compliance Register

Records complaints, suspected breaches, compliance incidents and training gaps with their assessment, actions, owners and close-out.

For trainers and assessors

Units of competency

Current on training.gov.au for the Financial Services Training Package as at 10 September 2026.

FNSCUS311Respond to customer enquiries
FNSINC311Work together in the financial services industry
FNSORG411Conduct individual work within a compliance framework
FNSINC412Apply and maintain knowledge of financial products and services

Qualifications

FNS30122Certificate III in Financial Services
FNS41820Certificate IV in Financial Services
Assessor notes

What to look for

Evidence guide

The electrician's onboarding must be complete and correctly rated low. For Kestrel Imports look for every risk factor identified, a high rating, the trust account request recognised as a red flag, no service started and no tipping off of the client. The referral note must be factual and specific, and the engagement letter must reflect the services and exclusions accurately.

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.