Complaints and Customer Insights Forum



How do you rate the level of trust you and your organisation have with consumers?
Hear from Deloitte on their Trust Index on risk and product governance and the integral role SOCAP members have in transforming business culture, processes, raising brand trust and consumer sentiment through sharing customer feedback, having a positive business mindset, keeping promises and delivering on products and services.

This is an intensive two-hour learning seminar, free to members, where you will walk away with powerful insights into the customer mindset of corporate trust, product conviction,  service and resolution attitudes that Australia’s consumers are demanding.

Free to all SOCAP members – Book early as seats are limited

Perth: Monday, 18 March
Adelaide: Tuesday, 19 March
Melbourne: Wednesday, 20 March
Brisbane: Thursday, 21 March
Sydney: Thursday, 28 March

Willem Punt,  Partner, Assurance & Advisory
Deloitte Touche Tohmatsu

Willem is an experienced conduct risk management professional. He brings 15 years of experience in crafting conduct risk frameworks for clients in banking, retail, telco, and government services.

Prior to relocating to Australia, William was the Group Ethics and Conduct Risk Officer of the FirstRand Group (2010-2016) – a South Africa based multinational banking Group of 45,000 employees. There, he built one of the most mature conduct risk offices in global financial services. He is experienced in leading multi-disciplinary teams with a focus on culture and people risk; business conduct risk; and market conduct risk.


Naomi White, Managing Director
Metamorph Co

Naomi White is a transformational leadership and culture expert, and the Founder of Metamorph Co, a consultancy that helps companies maximise profitability by focusing on culture and leadership.

Through a long career predominantly in financial services, she has built her expertise in driving business profitability through people and leadership.  Whilst part of the executive team of several national businesses, she has seen and heard the voice of the customer first hand, and built programs on the inside of the organisation to create an environment that drives customer trust.

Prior to the establishment of her company, Naomi spent ten years with the Suncorp Group in multiple senior executive roles ranging from people, culture, change, communications, to transformation and integration. In her time as the Executive General Manager for HR, Change and Communications at Suncorp Bank, she played a key role in turning the culture around to improve the customer service to such an extent that Suncorp Bank was awarded Money Magazine’s Bank and Business Bank of the year.

She has over 20 years experience transforming leaders and cultures, both in a consulting capacity and as an executive, in a career spanning multiple roles and industries from financial services and government to aviation, both in Australia and overseas.   She is a coach, mentor, strategic advisor, speaker, writer and facilitator and has a proven track record in building strong leaders, high performing teams, simplified and integrated businesses, and resilient cultures.

Trust is central to her model of effective cultures as an organisation can’t operate effectively if it doesn’t have a strong trusting relationship with its employees.  And if the employees don’t feel trusted, it’s hard for them to convey trust to customers.



Non-members: $300