2019 Symposium Speakers

Jane Pires

Ombudsman, Energy and Water Ombudsman QLD


Jane Pires is a highly experienced executive who is passionate about complaint management, dispute resolution, risk management and customer service.

A thought leader in the complaint management field, Jane is currently the Ombudsman for two schemes in Queensland. She was appointed the Energy and Water Ombudsman in 2016, an independent dispute resolution service for unresolved consumer complaints with electricity, gas and water suppliers; and Queensland’s first Land Access Ombudsman in 2018, an independent dispute resolution service to resolve disputes regarding Conduct and Compensation agreements and Make Good agreements between landholders and resource companies.

With strong leadership skills and a results-oriented focus, Jane has extensive experience executing organisational strategy along with a reputation for delivering powerful change through people, data and projects. Before her appointments as Ombudsman, she spent more than 25 years in customer service roles, including some 15 years solving and resolving complex problems for Suncorp clients.

She is Chair of the Queensland chapter of the Thriving Communities Partnership, the Australian representative for the International Standards Committee for the ISO 10001 – 4 Standards, and the Chair of the Australian Standards committee for the 10002 Standard (Complaint management). Jane spent 12 years on the Society of Consumer Affairs Professionals (SOCAP) Australia board, including three terms as President.

Jane is a member of the Australian and New Zealand Ombudsman Association (ANZOA), the peak body for ombudsmen in Australia and New Zealand. She holds an MBA majoring in dispute resolution from Charles Sturt University and is passionate about fostering leadership skills in people and looking at what the future might become, in the complaints management arena as well as social justice, consumer behaviour and technological advancement.