Quality Quiz
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
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
When should you upload the jurisdiction checklist?
Before you introduce yourself
Before you set the ADR date
Before you send the view
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
No
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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