Casework Skills Test Question 10 – Reviewing a complaint about a missed callback
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Difficulty: Medium
Background
A customer says nobody contacted them as promised. You are checking the contact records and the service standard.
Information provided
Callback standard
Staff should make two call attempts at least two hours apart. A voicemail should be left where the telephone system allows it.
Call log
10:15am: call attempted, no answer. Voicemail option unavailable.
Caseworker note
A second attempt is planned for tomorrow morning.
Customer complaint
It is now 2:00pm and nobody has called me today.
Classify the statements
For every statement, choose Definitely True, Probably True, Cannot Say, Probably False or Definitely False.
Statement 1
The service has probably not yet completed the promised callback process.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 2
The customer’s claim that no call was made today is probably accurate.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 3
The customer’s telephone was switched off at 10:15am.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 4
Two call attempts were made before 2:00pm.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Click to reveal the answers
| Statement | Correct classification |
|---|---|
| Statement 1 | Probably True |
| Statement 2 | Probably False |
| Statement 3 | Cannot Say |
| Statement 4 | Definitely False |
Members can unlock the evidence breakdown for all four statements, including why each classification fits and how to avoid unsupported assumptions.
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