Casework Skills Test Question 32 – Supporting a customer through a representative after consent expires
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Practice focus: Consent, accessibility and proportionate support
Difficulty: Medium
Scenario
A customer's daughter calls about evidence due in two days. The file shows that the customer previously authorised the daughter to discuss the case, but the consent expired yesterday. The customer is available at home and has significant hearing difficulties. Guidance allows consent to be renewed through an accessible verification process and allows a short extension where access needs have affected compliance.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Arrange an accessible call with the customer, verify their identity, renew or confirm consent, discuss the evidence deadline and consider a short extension under the guidance.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Discuss the missing evidence with the daughter because the consent only expired one day ago and she has handled the case before.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Refuse to speak to the daughter and tell her that the customer must manage the evidence request alone from now on.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Accept any documents the daughter wants to send, avoid discussing the case details with her, and contact the customer directly to confirm consent and next steps.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Effective |
| Action B | Counterproductive |
| Action C | Ineffective |
| 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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