Casework Skills Test Question 80 – Checking a complaint registration
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Task type: Error checking
Practice focus: Received dates, complaint categories, contact preferences and response deadlines
Difficulty: Easy
Task
A customer complaint has been registered against an open case. Compare the complaint email with the registration record and identify every error.
Source record
| Field | Recorded value |
|---|---|
| Complaint reference | CMP-450826 |
| Case reference | CW-867135 |
| Received date | 16 September 2026 |
| Service area | Casework communication |
| Issue category | Failure to explain delay |
| Requested outcome | Written explanation and case update |
| Preferred contact | |
| Response due | 30 September 2026 |
Case system entry
| Field | Recorded value |
|---|---|
| Complaint reference | CMP-450826 |
| Case reference | CW-867135 |
| Received date | 18 September 2026 |
| Service area | Casework communication |
| Issue category | Incorrect decision |
| Requested outcome | Written explanation and case update |
| Preferred contact | Phone |
| Response due | 2 October 2026 |
Click to reveal the answer
| Incorrect field | System entry | Correct value |
|---|---|---|
| Received date | 18 September 2026 | 16 September 2026 |
| Issue category | Incorrect decision | Failure to explain delay |
| Preferred contact | Phone | |
| Response due | 2 October 2026 | 30 September 2026 |
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