During a case discussion

During a case discussion, a specialist advisor may be able to provide additional information to facilitate further questions that you may have about an application to help you make a determination.

Practitioners will be able to support you to explore the gaps and inconsistencies of an application. By sharing their expert knowledge, they can help you identify whether the information shared in an application is what would be expected for that individual given their condition and circumstances. This will also help you determine whether supporting information is needed for applications that are submitted without supporting information.

You should not automatically request a case discussion for applications without supporting information. A case discussion with a practitioner should only be requested on the grounds of gaps and inconsistencies where you have already identified these. A case discussion with a practitioner may identify more gaps and inconsistencies but it is not for the practitioner to make the initial decision that there is an apparent gap and inconsistency.

Where you decide the supporting information is needed, practitioners will be able to suggest sources of information that are likely to exist which may support an individual’s application. You will be able to ask additional clarifying questions throughout a case discussion. Operational Guidance sets out how this is done