Casework Skills Test Question 57 – Handling a request for a complete copy of a case file
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Practice focus: Information access requests, third-party data and authorised disclosure
Difficulty: Medium
Scenario
A customer asks you to email them a complete copy of their case file. The record includes documents the customer supplied, internal decision notes and information provided by another person. Guidance allows caseworkers to provide verified customers with copies of documents they originally supplied, but full file-access requests must go to the data access team so exemptions and third-party information can be considered. Records relevant to the request must be preserved.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Refuse the request because internal case notes are never released to customers.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Email the complete file immediately because the customer is the subject of the case and is entitled to see anything held about them.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Acknowledge the request, preserve the relevant records, verify the customer and refer the full request to the data access team with the scope clearly recorded.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
After verifying identity, send copies of the documents the customer originally supplied and refer the rest of the file request to the data access team.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Ineffective |
| Action B | Counterproductive |
| Action C | Effective |
| Action D | Fairly Effective |
Members can unlock the full explanation for all four actions, including how evidence, fairness, confidentiality, customer impact and authority affect each rating.
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