Quality Quiz

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Quality Assurance Quiz

Test your knowledge on best practices for quality investigations with our Quality Assurance Quiz. This quiz covers essential procedures, rights, and responsibilities when handling complaints effectively.

10 Multiple Choice Questions
Engaging Scenarios
Improve Your Skills

10 Questions2 MinutesCreated by AnalyzingCase42

Investigator A has been allocated a new case, by what time does Investigator A need to complete their introduction to the Complainant?

It depends on whether we have the business file at that point

Within 48 hours

Within five working days

A complainant has said they prefer email correspondence, and they have a communication need of size 16 font. That has been recorded properly on the Phoenix case-link. When we send outgoing correspondence should we:

Send an email to the accessibility mailbox and ask for the team to forward correspondence to the complainant

Log a Hornbill ticket, uploading a copy of what needs to be sent and that we need it sent as size 16

Send a letter to the complainant instead

Make the change in phoenix ourselves

A complainant has left the accessibility needs blank on the complaint form. What should you do?

Ask the complaint in your introduction whether they have any needs

Assume the complainant has no needs and do nothing

Ask the complainant after you've issued your ready to start, if they have any needs

A case is currently at Investigation stage. How often should you update the complainant during this stage?

Once every fortnight

Once a month

Once every two months

The same case has now moved to Decision. Now how often should you update the complainant?

Once a month

Once every two months

Once every three months

You think a case should be dismissed. What first step do you take?

Discuss the case with your OM and add a note onto phoenix explaining what was discussed

Proceed with drafting a dismissal view

Email the complainant and explain it is a dismissal and close the complaint

Do we need to upload a Jurisdiction checklist to the eFile when we are dismissing a complaint?

Yes

It depends on the reason for the dismissal

You send your view via email. The complainant responds instantly to raise an additional point. Assuming the outcome hasn't changed in light of the new point, what do you need to include in the next correspondence to the complainant?

A reminder of the due date from the referral rights in the view

Include no referral rights

Include the standard referral rights again

Complainant A has complained about the time it is taking for their case to be review. The complainant has said 'I don't have access to any of my bank accounts, I don't know how I'll be able to buy food this month'. What should you do? (more than one answer)

Add a note to the system explaining what the Complainant has told you

Ask the complainant some further questions to help assess whether the complaint should be made a priority

Discuss the complainants circumstances with your manger

Inform the respondent business that we are treating the complainant's case as a priority

Select the appropriate case consideration on phoenix and mark the complaint as a priority

Speak to the relevant POD contact for guidance

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