2017 Symposium at a Glance

Hilton Sydney

Wednesday, 23 August 2017

10.00am – 12.30pm

Pre-Symposium Masterclass
Leadership Masterclass with Gihan Perera

12.30pm – Registration and welcome refreshments 

1.30pm – 3pm

Your Industry Forums
Financial
Government
FMCG
Utilities

3.30pm – 5pm
Ethics Hypothetical
Hosted by Dr Simon Longstaff, Executive Director, The Ethics Centre

5.30pm – 7pm
Symposium Welcome Cocktail Party

Thursday, 24 August 2017

8.15am – 8.45am
Official opening 

President Welcome
Simon Tracy

Keynote speakers
Amanda Stevens
Dr Tim Soutphommasane

1pm – 1.30pm
SOCAP Australia AGM

Plenary sessions 

6.30 – 10.30pm 

Gala Dinner and Industry Awards

 

Friday, 25 August 2017

8.15am – welcome refreshments 

Keynote speakers
Hetty Johnston
Phill Nosworthy

12.30pm – 2.30pm
Lunch at glass brasserie 

4pm
Optional Coach Transfer to airport

 

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Wednesday, 23 August 2017

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10am- PRE- SYMPOSIUM LEADERSHIP AND DIVERSITY MASTERCLASS (Places limited)
Gihan Perera

12pm Registration and welcome refreshments 

1.30pm YOUR INDUSTRY SECTOR FORUMS (SELECT 1 ONLY)

1. FINANCIAL
GABRIEL ABDEL-MESSIH, Manager Customer Resolutions, Suncorp

2. FMCG
ANITA WYNNE, Principal, 50×50 and The Information Counsel 
ANDREW WYNNE, Principal, 50×50 and JOY Agency

3. UTILITIES
DR DAMIAN COTCHETTHead of Customer Experience, AGL

4. GOVERNMENT AND REGULATORY
DAVID PENGILLEY, General Manager, Inspector-General of Taxation
JARROD JOSEPH, Director – Taxation Complaints and Review,Inspector-General of Taxation

3pmAfternoon tea 

3.30pm – ETHICS HYPOTHETICAL
MODERATED BY DR SIMON LONGSTAFF AO, Executive Director, The Ethics Centre
Our panellists will be faced with an ethical scenario and be challenged with real life situations from our membership. Your chance to work through the grey areas.

Panellists
WAYNE LINES, South Australian Ombudsman
RUSSELL HARRISON, Head of Hospital, Lort Smith
DR VINITA GODINHO, General Manager Advisory, Good Shepherd Microfinance
JANINA HARLAND, Customer Liaison and Policy Development (Complaints) Officer, Activ Foundation Inc.
FRANCES SMYTH, Complaints and Client Service Officer, Legal Aid NSW
BRADLEY STUBBS HARVEY, Assistant Liaison Officer, Engagement and Complaints, NSW Fair Trading

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Welcome Cocktail Party

When: Wednesday 23 August, 5.30pm–7pm
Where: The Marble Bar, Hilton Sydney
Dress code: Smart casual or business attire
Included in the full Symposium registration fee

The perfect opportunity for networking and sharing ideas from Symposium Day 1 at Sydney’s iconic Marble Bar featuring breathtaking Victorian marble arches, stained glass windows dimly lit to create an ambiance like no other venue.

Thursday, 24 August 2017

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8.15amRegistration and welcome tea/coffee

8.45am Opening & Welcome
SIMON TRACY, SOCAP Australia President

TURNING CUSTOMERS INTO ADVOCATES
KEYNOTE AMANDA STEVENS, Brand Storyteller

HOW SHOULD WE DEAL WITH CULTURAL DIVERSITY?
KEYNOTE DR TIM SOUTPHOMMASANE, Race Discrimination Commissioner, Australian Human Rights Commission

Morning tea

SEEING COMPLAINTS AND FEEDBACK AS THE BEGINNING OF THE CUSTOMER JOURNEY RATHER THAN THE END
JEREMY SIMMONS, Director Customer Strategy and Innovation, MetLife Australia

THINKING BEYOND THE CONVERSATION WITH  CONSUMERS – WHAT DOES BRAIN SCIENCE AND PSYCHOLOGY TELL US ABOUT VULNERABILITY?
PAULA ROSS, Psychologist Williams Road Family Therapy Centre, Senior Consultant 360edge

Lunch

DARE TO ASK
FACILITATED BY SIMON ROUNTREE, Chief Executive, The ORANGES Toolkit

Afternoon tea

CREATING INCLUSIVE CUSTOMER EXPERIENCES
DAVID MASTERS, Corporate Affairs Director, Microsoft

THE CHANGEMAKERS – A 12 MONTH JOURNEY OF INSPIRATIONAL NEW INDUSTRY LEADERSHIP
ELISE ABRAHAM, Manager Market Relations Real Estate & Property, NSW Fair Trading, 2016 Stellar Achievement Award

6.30PM
2017 SOCAP AUSTRALIA GALA DINNER AND
INDUSTRY AWARDS

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2017 SOCAP Australia Gala Dinner & Awards

When: Thursday 24 August Time: 6.30pm for 7pm start (concludes 10.30pm)
Where: The Ballroom, The Hilton, Sydney

Join us at the conclusion of Symposium Day 2, as we acknowledge excellence in consumer affairs and complaints  with the 2017 SOCAP Australia Industry Awards, entertainment and a celebration of our profession.

Master of Ceremonies: PHILL NOSWORTHY
Have you nominated for the 2017 Industry Awards? Be in the running for our prestigious awards and prizes.
Included in the full Symposium registration fee. Separate individual and table tickets can also be purchased

Friday, 25 August 2017

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8.15am Registration and welcome tea/coffee

8.45am THE RETURN ON INVESTMENT OF GOOD COMPLAINT HANDLING
A SOCAP AUSTRALIA RESEARCH STUDY
PROF TANIA SOURDIN, Dean of Law, University of Newcastle

HEAR ME, BELIEVE ME, HELP ME
KEYNOTE HETTY JOHNSTON AM, Founder and Executive Chair, Bravehearts

CREATING A CONTEMPORARY CUSTOMER TEAM IN ONE OF THE FASTEST GROWING REGIONS IN AUSTRALIA
GREG BROWN, Manager, Key Accounts and Stakeholder Relations, Western Water

Morning tea

CONSUMER DIVERSITY IN ACTION
COMMUNITY PARTNERSHIPS PANEL
DANNY LESTER, NSW Deputy Ombudsman, (Aboriginal Programs)
ALISTAIR FERGUSON, Executive Director and Founder, Maranguka Justice Reinvestment Project, Bourke, Chairperson, Bourke Aboriginal Community Working Party
JANICE ELLIS, Manager Community Projects, NRMA
JANINE WAY, Program Manager, Oxley High, School Girls Academy
KATRINA KOUTOULAS, Head of Market Wellness, Nestlé Australia

Lunch at glass brasserie. Finest Modern Australian cuisine from chef Luke Mangan

SOCAP YEAR IN REVIEW
FIONA BROWN, SOCAP CHIEF EXECUTIVE

THE FUTURE OF TECHNOLOGY IS MORE HUMAN THAN YOU THINK
KEYNOTE PHILL NOSWORTHY

3.45pm – OFFICIAL SYMPOSIUM CLOSE

4.00pmOptional coach to the airport

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2017 Symposium Speakers