Casework Skills Test Question 70 – Registering an appeal sent to the wrong internal team
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Practice focus: Departmental receipt dates, internal transfer and appeal rights
Difficulty: Easy
Scenario
A customer emailed an appeal to a general enquiries address two days before the deadline. The message clearly identified the decision being challenged. It was forwarded to the appeals team three days later, after the deadline. Guidance says an appeal received by the department within the time limit is treated as on time even if it first reaches the wrong internal team. The original receipt and transfer history must be retained.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Register the appeal as on time using the original email date, retain the transfer trail and send it to the appeals team with the relevant case record.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Treat the appeal as late because the appeals team did not receive it until after the deadline.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Forward the original email immediately, highlight the first receipt date and ask the appeals team to decide whether it should be accepted as on time.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Ask the customer to submit a new appeal directly to the appeals team and explain why they did not use the correct address.
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 | 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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