Sharon Turner’s claim was received and the agent requested additional information to clarify the nature, extent and cause of the disability. After receiving a medical report request, the treating doctor, Helen Jarvis, writes to say she treated the worker in the past for an old injury sustained in a car accident and confirms the injury is not work related. In addition, the investigation report provides evidence the worker has lodged a claim in response to her recent disciplinary action and confirms the worker has told other employees she is not injured at all.

1. What could the agent do and why? (50–75 words)

2. The claimant is disputing the decision made. Detail the five stage of the dispute resolution process, those responsible for each stage of the dispute process and relevant time frames. (75–100 words)