Casework Skills Test Question 68 – Receiving evidence that cannot be opened on the deadline day
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Practice focus: Technical barriers, timely receipt and secure resubmission
Difficulty: Medium
Scenario
A customer uploads an encrypted file containing requested evidence on the final day of the deadline. The case system records the upload time, but staff cannot open the file and the customer has not supplied a password. Guidance says a submission can be treated as received at the original time where the customer used the correct channel, while staff should promptly arrange an approved secure way to provide an accessible copy. The case must not be closed before that opportunity is given.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Record the evidence as received on time, contact the customer promptly with an approved secure alternative and document the technical issue and replacement file.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Ask the customer to resend the file but record only the date the replacement is received.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Treat the evidence as missing and close the case because staff could not open it before the deadline expired.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Mark the evidence as received on time and leave the case on hold while the internal help desk tries to open it, without contacting the customer yet.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Effective |
| Action B | Ineffective |
| Action C | Counterproductive |
| 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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