Casework Skills Test Question 51 – Handling new evidence after a customer withdraws a review
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Practice focus: Withdrawal requests, material evidence and limits of authority
Difficulty: Hard
Scenario
A customer asked yesterday to withdraw a voluntary review of their payment. Before the case is closed, an employer data feed arrives showing earnings for a period in which support was paid. Guidance says the customer may withdraw the voluntary review, but credible evidence of a possible incorrect payment must be recorded and referred to the authorised overpayment team. You do not have authority to decide whether an overpayment occurred.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Close the review as withdrawn and delete the employer information because the customer no longer wants the case considered.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Record the employer information, confirm that the withdrawal applies to the voluntary review, and refer the possible incorrect payment to the authorised team before closing your part of the case.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Keep the case open, preserve the employer information and ask a team leader whether a referral is required before taking any further action.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Reject the withdrawal and continue the review yourself until you have decided whether the earnings created an overpayment.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Counterproductive |
| Action B | Effective |
| Action C | Fairly Effective |
| Action D | Ineffective |
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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