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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SOCAP Member Lunch & Learn - Certification in the Community - 1 April

Date:: 01 April 2025 - 01 April 2025
Time:: 12.30pm AEDT - 1.30pm AEDT

Join us to hear first-hand insights about SOCAP Complaints Professional Certification from our panellists, Megan Papadopoulos (Bendigo Bank) and Rebecca Lisyak (Suncorp) as they share their perspectives on SOCAP Certification. These valuable perspectives can help you and your team as you consider the value of SOCAP Certification.

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De-escalating High Stress, High Impact Calls - 3 April

Date:: 03 April 2025 - 03 April 2025
Time:: 12.30pm AEDT - 4.30pm AEDT

Explore how to bring true empathy into your organisational response, whilst at the same time protecting yourself from the personal impact of confronting conversations with those that might be heightened, struggling or at risk.

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Managing Unreasonable Conduct by Complainants (MUCC)– NSW Ombudsman & SOCAP - 8 May

Date:: 08 May 2025 - 08 May 2025
Time:: 9.30am AEST - 1.30pm AEST

To prevent or minimise MUCC which has potential to raise substantial health, safety, and cost issues for an organisation, and its staff.

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SOCAP Connect

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Meet the SOCAP Board: Kassandra Hochwallner

10 March 2025

Meet Kassandra Hochwallner, Head of Customer Relations at BOQ Group, who leads IDR and EDR complaints strategy across Bank of Queensland, ME Bank, and Virgin Money Australia. With a passion for improving customer experiences through complaint insights, Kassandra shares her journey into dispute resolution, key career advice, and thoughts on the biggest opportunities for complaints professionals today.

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New Research Reveals Widening Gap Between Customer Service Expectations and Reality

26 February 2025

Australian consumers are increasingly dissatisfied with the service they receive, with a significant gap emerging between their expectations and actual experiences, according to a groundbreaking new study by SOCAP Australia and Deakin University’s Better Consumption Lab.

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CEO Update: February 2025

26 February 2025

The first three months in my role have been a whirlwind of exciting activity. I’ve enjoyed meeting our members, and it’s been so pleasing to shape and see our new chapter coming to life.

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