About Us

Our background

Established in Australia in 1991, SOCAP Australia, The Society of Consumer Affairs Professionals Australia has been instrumental in encouraging excellence amongst professionals working in the fields of self- regulation, complaint handling, dispute resolution, service charters and customer service delivery.

Part of an international network, SOCAP Australia provides members with access to complaint training, professional development, networking opportunities and other tools to achieve best practice in customer care, complaints handling, complaints management and consumer affairs.

SOCAP members are influential consumer professionals, who view professional complaint handling and prevention, not only as a competitive advantage in business, but as simply the right thing to do.

Members are professionals working in the fields of self-regulation, complaint handling, dispute resolution, service charters and customer service delivery and membership is open to operational personnel, management and policy makers in the private and public sectors who share a vision of building sustainable relationships with consumers based on trust, fairness and transparency.

One of the many strengths of SOCAP is our diverse membership, both from the public and private sector, and the range of roles performed by individual members from a wide range of industry sectors, consultancy services, government departments, public sector organisations, regulatory authorities and academic institutions.

SOCAP members help their businesses with the following issues:

  • Customer relations
  • Complaints handling
  • Consumer affairs
  • Quality control
  • Consumer research
  • Consumer education
  • Service quality
  • Corporate compliance
  • Consumer satisfaction
  • Marketing
  • Call centres
  • External review
  • Policy making
  • Crisis management.


Our Vision and Values


Excellence in consumer service through fair and effective outcomes


Inspire and assist complaint management and customer care professionals to provide service excellence, ethical and fair outcomes for consumers







Our Strategic Pillars

LeadershipConnectionProfessional Development
We are thought leaders, providing industry insights, tools and knowledge for the benefit of the consumer experience through fair and effective outcomes.We are an engaging and accessible community of professionals who are passionate about improving the consumer experience. Elevating capability to best practice and beyond through certification and committed to advancing our industry through innovation


Download the SOCAP Constitution. New model rules were accepted by Consumer Affairs Victoria on Friday 27 September 2013 and subsequently formally adopted.

For any further information on the SOCAP Constitution email socap@socap.org.au