2017 Industry Awards

Acknowledging Excellence in Consumer Affairs & Complaints Handling


Award Winners (L-R) Mark Peno, NIB Customer Resolutions Team, Adam Cooper, Inland Revenue NZ, Catherine Thomas, Microsoft, Nicole Chapman, IAG, Delia Rickard, Australia Competition and Consumer Commission, Fiona Brown, SOCAP.

SOCAP congratulates the winners of the 2017 SOCAP Industry Awards.

2017 Rising Star Award

Winner – Nicole Chapman, IAG

Nicole’s complaint handling review saw immediate results, by improving business consistency and empowering staff. This increased professionalism led to a 46% reduction in disputes in the first quarter.

Finalist – Amy Parlato-Harris, IAG
Amy took on the role to manage a team merger and overcame challenges, embedded processes and segmented complaint categories. This resulted in productivity doubling, sick leave reducing and improved team harmony.
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2017 Stellar Achievement Award
Winner – Adam Cooper, Inland Revenue NZ

Adam has rebuilt his complaint management team and created a ‘passionate about complaints’ culture by introducing team principles. He has built key business relationships and changed IRNZ’s perception of complaints.

Finalist – Khushdeep Singh, Telstra

Khushdeep has collaboratively led and influenced his team to drive positive outcomes by introducing a new way of working. This has resulted in improved customer and employee satisfaction.

2017 Constellation Achievement Award
Winner – NIB Customer Resolutions Team

This team focussed on improving information accuracy and consistency for health insurance customers due to the increase in complaints. By the end of the project complaint volumes sat consistently below the target of 0.04%.
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Finalist – Australian Communications Consumer Action Network (ACCAN) Team
The work of this team has been fundamental in improving the telecommunications industry, securing consumer wins and improved consumer protection. They have also contributed to the trending reduction in TIO complaints.
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2017 Lifetime Achievement Award – Delia Rickard, Australian Competition and Consumer Commission

Delia Rickard was recognised for her long standing contributions to consumer affairs and consumer service particularly in the areas of financial literacy, especially for vulnerable people and consumer protection, in particular in scam disruption, at the gala dinner event attended by the complaints handling profession’s national body
Ms Rickard’s contribution to consumer affairs is extensive with her career spanning consumer protection, compliance and enforcement. Ms Rickard was appointed Deputy Chair of the ACCC in June 2012 and prior to her appointment held a range of senior positions at the Australian Securities and Investments Commission (ASIC).
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Speakers presentations to come