Membership

Discover the many benefits of joining SOCAP (as either an individual or through your organisation), including access to the most cutting edge best practices in complaints management.

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Training

In-person and online training suited to every experience level, covering all aspects of complaint handling from basic training to emotional intelligence in customer care.

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Certification

The only complaints-industry Certification that recognises your professional experience and sets the standard for service. Start your Certification here.

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Symposium

Join us for the Annual SOCAP International Symposium returning to Sydney in 2025. Early Bird Offer of $2,495 per ticket. Book now.
 

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Welcome to SOCAP Australia

The Society of Consumer Affairs Professionals - where Australian and New Zealand complaint professionals come to connect, develop and train for skills, and advance the complaint management industry. Here you’ll find information about…

Upcoming Events

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Coming Events

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NEW - Managing Wellbeing: Tools for Complaints Professionals - 26 March

Date:
26 March 2025 - 26 March 2025
Time:
9.30am AEDT - 12.00pm AEDT

Join this practical and supportive workshop designed specifically for complaints professionals seeking to enhance their wellbeing in what can be a challenging work environment. Suitable for complaints handlers and team leaders the content will assist participants to manage their own wellbeing and support the wellbeing of others. This workshop will explore prevention strategies and equip participants with practical tools to manage stress, build resilience and promote personal wellbeing.

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SOCAP Member Lunch & Learn - Certification in the Community - 1 April

Date:
01 April 2025 - 01 April 2025
Time:
12.30pm AEDT - 1.30pm AEDT

Join us to hear first-hand insights about SOCAP Complaints Professional Certification from our panellists, Megan Papadopoulos (Bendigo Bank) and Rebecca Lisyak (Suncorp) as they share their perspectives on SOCAP Certification. These valuable perspectives can help you and your team as you consider the value of SOCAP Certification.

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De-escalating High Stress, High Impact Calls - 3 April

Date:
03 April 2025 - 03 April 2025
Time:
12.30pm AEDT - 4.30pm AEDT

Explore how to bring true empathy into your organisational response, whilst at the same time protecting yourself from the personal impact of confronting conversations with those that might be heightened, struggling or at risk.

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SOCAP Connect

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Meet the SOCAP Board: Kassandra Hochwallner

10 March 2025

Meet Kassandra Hochwallner, Head of Customer Relations at BOQ Group, who leads IDR and EDR complaints strategy across Bank of Queensland, ME Bank, and Virgin Money Australia. With a passion for improving customer experiences through complaint insights, Kassandra shares her journey into dispute resolution, key career advice, and thoughts on the biggest opportunities for complaints professionals today.

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New Research Reveals Widening Gap Between Customer Service Expectations and Reality

26 February 2025

Australian consumers are increasingly dissatisfied with the service they receive, with a significant gap emerging between their expectations and actual experiences, according to a groundbreaking new study by SOCAP Australia and Deakin University’s Better Consumption Lab.

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CEO Update: February 2025

26 February 2025

The first three months in my role have been a whirlwind of exciting activity. I’ve enjoyed meeting our members, and it’s been so pleasing to shape and see our new chapter coming to life.

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