Casework Skills Test Question 48 – Handling a complaint alleging bias in an earlier decision
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Practice focus: Independent complaints, decision review and professional records
Difficulty: Hard
Scenario
A customer complains that a refusal was influenced by bias relating to their disability. The decision file contains evidence that could support the outcome, but one case note uses dismissive language about the customer's request for an adjustment. Complaints are investigated independently from decision reviews, although information found during either process may show that the decision needs reconsideration. The original caseworker still works in the team.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Acknowledge the complaint, preserve the records, arrange an independent complaint investigation and check separately whether the decision should be reconsidered because of any evidential or procedural issue.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Defend the original caseworker and close the complaint because the file contains evidence supporting the refusal.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Refer the complaint for independent investigation but take no step to check the decision unless the complaint investigator later recommends it.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Ask the original caseworker to decide whether their language was biased and close the complaint if they say it was only shorthand.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Effective |
| Action B | Counterproductive |
| Action C | Fairly Effective |
| Action D | Counterproductive |
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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