Casework Skills Test Question 67 – Correcting a decision letter that cites the wrong guidance
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Practice focus: Decision reasons, correction notices and transparent records
Difficulty: Medium
Scenario
A quality sample finds that a decision reached the correct outcome and explanation, but the letter cites paragraph 14 of the guidance instead of paragraph 41. The two paragraphs cover different issues. The customer's appeal period is still open. Guidance says material errors in decision notices should be corrected clearly, both versions retained, and appeal rights confirmed so the customer is not disadvantaged.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Replace the original letter in the system with a corrected version and do not tell the customer because the outcome remains the same.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Telephone the customer to explain the correct paragraph and add an internal note, but do not issue a corrected written notice.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Leave the letter unchanged because the reasoning and outcome are correct and the paragraph number is only an administrative detail.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Issue a corrected letter explaining the citation error, confirm that the outcome is unchanged, restate the appeal rights and retain both notices in the record.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Counterproductive |
| Action B | Fairly Effective |
| Action C | Ineffective |
| Action D | 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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