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. SUPER EARLY BIRD MEMBER OFFER of $2,195 per ticket. Book by 28 February 2025 to save.

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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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Customer Service and Complaint Management 101 - 25 February

Date:
25 February 2025 - 25 February 2025
Time:
9.30am AEDT - 1.00pm AEDT

Your Essential Guide to Excellence in Customer Service and Complaint Handling.

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SOCAP Networking Member Breakfast - Melbourne - 26 February

Date:
26 February 2025 - 26 February 2025
Time:
7.30am AEDT - 9.00am AEDT

You are invited to an exclusive SOCAP Melbourne Members Breakfast on Wednesday, 26 February at 7:30am – 9:00am. 

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Measuring What Matters - Using Complaints to Inform Strategy - 4 March

Date:
04 March 2025 - 04 March 2025
Time:
1.00pm AEDT - 4.00pm AEDT

This interactive workshop takes a step-by-step approach to identify the type of data and information that can be collected and how it can inform business improvement and strategy.

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The Intel

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SOCAP Member Profile: Meet Mark Peno

18 February 2025

With over 20 years in complaints management and customer service, Mark Peno, Manager – Service Excellence at nib, is dedicated to improving customer experience and driving continuous improvement. A long-time SOCAP member, Mark shares insights from his career, advice for those new to the industry, and reflections on the evolving challenges in complaints management.

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Meet SOCAP Australia’s New CEO: Melanie Lawrie

29 November 2024

Melanie has over 20 years of leadership experience, with extensive expertise in dispute resolution, operational and strategic delivery and customer advocacy across Energy, Telecommunications and Financial Services

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The Impact of Diverse Teams on Customer Service

15 November 2024

Every organisation should be striving towards building a diverse workplace—with studies showing that inclusive companies are more productive and profitable, consistently outperforming less diverse peers.

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