2018 Symposium at a Glance

Crown Melbourne

Wednesday, 22 August 2018

12.30pm – Registration and welcome refreshments 

1.30pm – 3pm

Express and Explore – Breakout Sessions

1.) Complaints of the Modern Consumer
2.) Aligning Industry with Market Driven and Legislative Change
3.) Transformation and Transition in Human Services
4.) Driving Customer Experience Through Change

Revolving Ethics

5.30pm – 7pm

Symposium Welcome Cocktail Party 

 

FOR ALL SYMPOSIUM BOOKINGS, CONTACT THE SOCAP OFFICE ON (02) 8095 6426

Thursday, 23 August 2018

8.15am – 8.45am
Official opening 

President Welcome
Audrey Pajmon

Keynote speakers

1pm – 1.30pm
SOCAP Australia AGM and luncheon 

Plenary sessions 

6.30 – 10.30pm
Gala Dinner and Industry Awards

FOR ALL SYMPOSIUM BOOKINGS, CONTACT THE SOCAP OFFICE ON (02) 8095 6426

Friday, 24 August 2018

8.15am – welcome refreshments 

Keynote speakers

12.30pm – 2.30pm
Lunch at Mesh Restaurant

4pm
Optional Coach Transfer to airport

Quick Links

Wednesday, 22 August 2018

12pm Registration and welcome refreshments 

1.30pm Express and Explore – Breakout Session

1.) Punching through the Shadows – Complaints of the Modern Consumer
Jason Lawrence, Business Improvement Manager, QLD Fair Trading

With consumers’ servicing needs evolving, how can service providers effectively manage complaints which cross the spectrum from traditional problems to unique issues?

2.) Aligning Industry with Market Driven and Legislative Change
Rosemarie Price, Manager Service Quality, Ergon Energy

Seismic shifts in industry demand cultivating highly engaged teams who are focused on continual self-development and providing quality service through innovative and agile responses.

3.) Transformation and Transition in Human Services
Emma Cotterill, Director, Disability, Commonwealth Ombudsman
Rochelle Collard, Resolutions Manager, Disability Services Commissioner

With the implementation of the NDIS, the biggest social reform since Medicare, what challenges face the operators and users of the system? And if an issue arises, which of the multiple complaint bodies will be assigned to investigate?

4.) Driving Customer Experience Through Change
Don Wilson, Manager Customer Care, Qantas

Qantas is widely regarded as one of the world’s leading airlines and one of the strongest brands in Australia, with a reputation for excellence in customer service, safety and operational reliability. With over 30 million customers travelling each year on Qantas aircraft, serviced by more than 30,000 staff, what’s the secret to keeping customer experience at ‘optimum altitude’ while implementing major service transformation?

3pmAfternoon tea 

3.30pm – REVOLVING ETHICS

Is a robot more ethical than a human? Be prepared to get involved, as we take the debate to the Symposium floor

Panellists:
Brendan French, Customer Advocate, Commonwealth Bank
Michael Manthorpe, Commonwealth Ombudsman
Katrina Bullock, Corporate Counsel, Clayton Utz

5.30pm – 7pm
Symposium Welcome Cocktail Party at 28 Skybar Lounge
The highest and most exclusive cocktail bar in Crown Melbourne, 28 Skybar Lounge in Crown Metropol showcases jaw-dropping views over the Melbourne city scape. Complemented by floor to ceiling windows, on a clear day, to the east you can see as far as the Dandenong Ranges, and to the north, you can look out over the stunning sundeck and waterfall-edge swimming pool.

Quick Links

Welcome Cocktail Party

When: Wednesday 22 August, 5.30pm–7pm
Where: 28 Skybar Lounge, Crown Melbourne
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 Melbourne’s 28 Skybar Lounge

The highest and most exclusive cocktail bar in Crown Melbourne, 28 Skybar Lounge in Crown Metropol showcases jaw-dropping views over the Melbourne city scape. Complemented by floor to ceiling windows, on a clear day, to the east you can see as far as the Dandenong Ranges, and to the north, you can look out over the stunning sundeck and waterfall-edge swimming pool

Thursday, 23 August 2018

8.15amRegistration and welcome tea/coffee

8.45am Opening & Welcome
Audrey Pajmon, SOCAP Australia President

HOW TO SHIFT YOUR THINKING, YOUR BEHAVIOUR AND YOUR OUTCOMES
Keynote Lisa McInnes Smith

This dynamic, hands-on session reveals the simple steps we can take to embrace change, enjoy continuous improvement, create solutions and innovate for new ways forward. Lisa will demonstrate that identifying and building on your strengths and committing to uncover better ways forward will take you on a journey to learn:
• How to multiply your effectiveness in a changing environment.
• How to enjoy continuous improvement.
• How to innovate and be creative even when you’re challenged.
• How to use the power of words to change the environment.

HUMAN FACTORS
Keynote Mark Pesce

It was the best of times – and the worst of times. Connecting everyone everywhere allows all to share their experiences, learn from one another, then put what they’ve learned to work. Connected consumers have become hyper-empowered – simultaneously more demanding and more able to meet their own needs. Organisastions – still hierarchical and carefully process-driven – find themselves outpaced by consumers who learn more from one another in an afternoon than an employee learns in a whole year. Learning from everyone amplifies and accelerates the pace of change: as we get better at learning, we learn how to get better at learning, and our capacities skyrocket.

Morning tea

THE REGULATORS PANEL

How does legislation deal with rapid change and the impact this has on empowered consumers and complaints handling?

Facilitated by Colin Neave, Customer Fairness Advisor, ANZ Bank

Panellists:
Rose Webb, NSW Fair Trading Commissioner
Dini Soulio, SA Consumer and Business Services Commissioner
Delia Ricakrd, Deputy Chair, Australian Competition and Consumer Commission

LOVE @ FIRST CLICK
Ivan Trajkovski, Head of Customer Care, Catch Group

In this presentation we will hear about Catch Group’s dedicated customer experience approach that revitalised a multi-million-dollar online store while delivering a new omni-channel customer experience strategy which is paying dividends.

Lunch

MAINTAINING MOTIVATION IN THE 21ST CENTURY
Facilitated by Mark Moore

Maintaining motivation is becoming more complex and difficult as the demands grow on customer care and complaints handling teams. In this inspiring session, we will explore strategies to address this challenge and bring out the creative genius in us all.

Afternoon tea

THE CHANGEMAKERS
Nicole Chapman, Customer Resolutions Specialist, IAG
Adam Cooper, Group Lead Families Segment, Inland Revenue New Zealand
Vivianne Hunyh, Senior Complaints Analyst, ANZ

Since winning SOCAP Australia Industry Awards for excellence in consumer affairs and complaints handling in 2017, Nicole Chapman and Adam Cooper have furthered their award-winning projects reaching new goals for consumers, while inaugural John Wood Scholarship recipient Vivianne Hunyh has taken her career to new levels.

6.30PM
2018 SOCAP AUSTRALIA GALA DINNER AND
INDUSTRY AWARDS

Quick Links

2018 SOCAP Australia Gala Dinner & Awards

When: Thursday 23 August Time: 6.30pm for 7pm start (concludes 10.30pm)
Where:  The Crown, Melbourne

Join us at the conclusion of Symposium Day 2, as we acknowledge excellence in consumer affairs and complaints  with the 2018 SOCAP Australia Industry Awards, entertainment and a celebration of our profession.

Have you nominated for the 2018 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, 24 August 2018

7.15am Registration and welcome tea/coffee

THE NEXT GENERATION ARE ALREADY HERE – ARE YOU READY?
Keynote Michael McQueen

Ever found yourself confused, frustrated or even offended by the attitudes and expectations of today’s younger generation? You are not alone. Employers, leaders and educators often describe this group as being technology addicted, impatient, unfocussed and disrespectful. No organisation or business can afford to ignore Millennials.

CHIPS FOR SCHOOLS
Katharine Ovenden, Director Feedback and Complaints, NSW Department of Education

Katharine is responsible for the department’s Complaint Handling Improvement Program (CHIP), which aims to improve how the department responds to and manages consumer complaints. As part of a range of initiatives, the department has introduced new systems to capture and report on information about complaints from parents, students and school communities, so this information can be used to further strengthen the department’s systems for complaint handling. In this session she will share the lessons learnt from the introduction of the whole-ofgovernment online complaint form, a cluster-wide complaint system and new processes to support good complaint handling practice.

Morning tea

COGNITIVE COMPLAINTS MANAGEMENT
Bronwyn Edwards, Cognitive Process Transformation Lead for Financial Services, IBM

Cognitive computing and augmented intelligence will move consumer care professionals up the value curve, not push professionals out of the process. In this session complaints handling, service recovery and customer experience will be viewed through the eyes of IBM’s Watson.

TURNING UP THE DIAL ON TRUST AND EMPATHY IN BANKING
Gabrielle Dracopoulos,

Poor experiences in customer service is costing over $40 billion a year and Australian businesses are losing more than $720 for every negative customer interaction. Focussing on trust and convenience in the complaints management process not only increases empathy and customer advocacy, but can also have a positive impact on the bottom line. With experience as a banking customer advocate, Gabrielle will provide an industry perspective on the changing financial landscape.

Lunch at Mesh Restaurant

SOCAP YEAR IN REVIEW 
Fiona Brown, Chief Executive, SOCAP Australia

DYNAMIC CHANGE – NEW FRONTIERS
Keynote Liam Knight, Co-Founder, The White Knight Foundation

Liam assists young victims of youth violence and their families cope with dynamic change in a way that is inspiring and challenging, proving that complaints and resilience comes in many forms.

3.45pm – OFFICIAL SYMPOSIUM CLOSE

4.00pmOptional coach to the airport

Quick Links

FOR ALL SYMPOSIUM BOOKINGS, CONTACT THE SOCAP OFFICE ON (02) 8095 6426

TERMS & CONDITIONS
REGISTRATION DEADLINES: 
Registration and payment for Super Early Bird Discount attendance must be received by 5pm 16 February 2018. Registration and payment for regular Early Bird Discount attendance must be received by 5pm 1 July 2018 to receive the regular Early Bird Discount Fee. All other registrations must be received and paid for by close COB 8 August 2018. Your full Symposium registration fee includes attendance at our Welcome Cocktail Party & Gala Dinner. 
PROGRAM CHANGES: SOCAP Australia reserves the right to make changes, amend or cancel any of the above details at any time. All details were correct at time of publishing. SOCAP Australia reserves the right to make changes in programs and speakers or to cancel programs if enrolment criteria are not met or when conditions beyond its control prevail. Every effort will be made to contact each delegate if a program is cancelled. If a program is not held for any reason, our liability is limited to the program fee only. DIETARY REQUIREMENTS: SOCAP will make every effort to cater for guests with dietary requirements, i.e. vegetarian, vegan, low gluten, lactose intolerant or allergies at no extra charge*. Any other additional special meal requests may incur a surcharge per person by the venue. *Important notice – While the venue will endeavour to accommodate requests for meals for delegates who have food allergies or intolerances, we cannot completely guarantee allergy-free meals due to the potential of trace allergens in the working environment and supplied ingredients. Gluten free meals also cannot be guaranteed however requests for meals which are low gluten can be accommodated. SOCAP AUSTRALIA’S 28TH ANNUAL INTERNATIONAL SYMPOSIUM CANCELLATION POLICY: All cancellations must be made in writing (via email to socap@socap.org.au) to the SOCAP Australia Office. Substitutions will be gladly accepted at no charge until July 22, 2018.  A $110 fee will be charged on any substitutions made after July 22, 2018. A full refund less a $195 processing fee will be made for cancellations received to 22 July 2018. A 50% refund less a $195 processing fee will be made for cancellations received to 7 August 2018. No cancellations or refunds after 7 August 2018. Registration transfers to future SOCAP Australia events will not be accepted. PHOTOGRAPHY NOTICE: Be aware that by participating in SOCAP AUSTRALIA’S 28TH ANNUAL INTERNATIONAL SYMPOSIUM you are automatically authorising the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs.  DELEGATE BOOKLET: Be aware that by participating in SOCAP AUSTRALIA’S 28TH ANNUAL INTERNATIONAL SYMPOSIUM you are automatically authorising the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs, through the listings in the SOCAP Symposium Delegate Attendee Booklet.