Casework Skills Test Question 52 – Correcting an appeal deadline before a decision letter is sent
On this page
Practice focus: Accurate notifications, appeal rights and proportionate correction
Difficulty: Easy
Scenario
A decision has been quality checked and is ready to issue. You notice that the letter template states that the customer has 28 days to appeal. Current guidance, confirmed in the team update, gives 30 days. The decision itself is correct and no letters using this version of the template have yet been sent today. You can edit individual letters and report template faults.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Leave the 28-day wording in the letter but add a covering note telling the customer that the correct appeal period is 30 days.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Stop every decision letter in the team until the central template has been repaired and reissued.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Send the existing letter to avoid delay, then issue a correction if the customer contacts the team about the appeal deadline.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Correct the deadline to 30 days, check the rest of the letter, send it and report the faulty template so later letters are corrected.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Fairly Effective |
| Action B | Ineffective |
| Action C | Counterproductive |
| Action D | Effective |
Members can unlock the full explanation for all four actions, including how evidence, fairness, confidentiality, customer impact and authority affect each rating.
Join our careers service to read more...
If everyone knew the best tricks and tips then they would no longer work! That is why the best guidance is for members only.
Subscribe to open the locked section on this page and get access to the full Civil Service Careers premium library.
Get help with applications, interviews, behaviours, personal statements, CVs, tests, workplace problems, promotions, and career decisions, all written for people who want a better result.
Already subscribed? Log in