23rd Annual SOCAP Australia International Symposium
28 to 30 August 2013, Sydney
Culture is key - colleagues, customers, complaints and compliance
Last updated 22 May 2013
Wednesday 28 August
Industry Forums - choose 1
Government - facilitated by the Office of the Commonwealth Ombudsma
Financial - details to come
FMCG - details to come
Utilities - details to come
Special Interest Workshops - choose 1
Loraine Dartnell, Group Member Relations Manager, NRMA Motoring & Service - New Ideas for Recruitment in Complaints
Damian Paull, CEO ARCA - Who Corrected my Data? An examination fo the Privacy Amendment Act in correcting customer information contained in credit reporting
Dr Jason Price, Consultant, Price Perrott - A Survival Guide to Prince 2 and Lean 6 Sigma for Complaints Staff
Amy Scott, Customer Experience Consultant, Sedulous, Let's Talk About Silos - A CX Journey
Thursday 29 August 2013
The Hon. Anthony Roberts, NSW Minister for Fair Trading - Official Opening
Steve Simpson, International speaker, author and consultant - Keynote: Why Customer Service Initiatives Fail - and what can be done about it
Nareen Young, CEO, Diversity Council of Australia - Effective Management of Workplace Diversity
Dr Catriona Wallace, CEO Fifth Quadrant - Emerging Models of Leadership in a Customer Experience Economy
Dr Jason Price, Consultant, Price Perrott - How Customer and Employee Emotions Impact a Culture of Customer Service
Speed Dating SOCAP Style - mix and mingle with a range of senior industry figures
Jane Pires, President, SOCAP Australia and Executive Manager, Group Customer Relations, Suncorp - Let's Look at What's In Store with the New Complaint Handling Standard
Friday 30 August 2013
Linnea Johnson, Unilever USA - Adding Value from Consumer Insights
Ron Brent, Ombudsman, Aircraft Noise Ombudsman - Taking the Bad with the Bad, Best Practice for a Complaint Handling Culture
Kerry Edgecombe, Acting Manager Business Planning & Capability, Sydney Water - Creating a Culture that Respects the Vulnerable Consumer
Kirby Mears, Availability and Performance Manager, Ubank - How to Write Live Chat
Jo Ucukalo, CEO, Handle My Complaint - The Complaint Journey: The Outcome is Secondary to the Process
Louise Macaulay, Senior Executive Leader, Financial Advisors, ASIC - The Importance of Culture in Financial Services Regulation
David Jaffe, Consulting Director, Limebridge Consulting - Methods to Quickly Change the Productivity of your Complaints Team
Michael Henderson, Corporate anthropologist, speaker and consultant - Why Culture is a Verb, Not a Noun
Exhibition Opportunities
23rd Annual SOCAP Australia International Symposium
28 to 30 August 2013, Sydney
Culture is key - customers, colleagues, complaints and compliance
The 2013 SOCAP Australia International Symposium offers exhibition opportunities for those who have products or services targeted towards companies and individuals who work in complaints handling, complaints management and complaints prevention. At our Sydney 2013 Symposium we anticipate in excess of 200 people attending overall.
The exhibition is open Thursday 29 August and Friday 30 August, 2013
Exhibition space is sold on a first come first serve basis. There will be limited space available in 2013
Exhibition Prospectus and Application Form available shortly
Symposium program will be produced in time for ciruclation with our June edition of Consumer Directions.
2013 theme
Culture is key - customers, colleagues,complaints and compliance
To enquire further or to express your interest in exhibiting at the 2013 SOCAP Australia Symposium please contact Kathleen Allen immediately via email socap@socap.org.au or phone 03 8102 9104.
Sponsorship Opportunities
23rd Annual SOCAP Australia International Symposium
28 to 30 August 2013, Sydney
Culture is key - customers, colleagues,complaints and compliance
Theme
Culture is key - customers, colleagues,complaints and compliance
Be seen and bring your brand to the fore by becoming sponsor of the 2013 SOCAP Symposium in Sydney. We have a great range of opportunities to highight your brand at the biggest event on the SOCAP calendar for 2013. Opportunities include:
Gala Dinner and Awards - support consumer affairs excellence
Keynote speaker sponsorship
Lunches and morning/afternoon teas
Delegate polling
Delegate satchel
Delegate gifts
Other opportunities by arrangement
Prospectus coming soon Want to talk more? We'd love to hear from you. Enquire or register your interest with Kathleen Allen.
About the 2013 Symposium: This is our 23rd Annual SOCAP Australia International Symposium which make it the longest running event of its type in Australia. Blending inspiring keynotes, industry expertise and peer case studies, along with perspectives from the regulators, delegates leave motivated, educated inspired and enthused.
As usual we anticipate around 200 attendees at the Symposium from all aspects of consumer affairs including regulatory, government, private sector. Our common interest is in consumer affairs, preventing and handling complaints.
23rd Annual SOCAP Australia International Symposium
28 to 30 August 2013, Sydney
Culture is key - customers, colleagues, complaints and compliance
The SOCAP Symposium is one of the most important networking events on the SOCAP calendar. The Symposium encourages cross industry networking and industry specific networking. Senior industry contributors mingle willingly with those newer to the industry and keen to know more as everyone is keen to see the industry grow, increase in professionalism and contribute to the consumers and businesses alike. Many delegates attend year and year again for the benefits that the networking (both formal and informal) brings.
New Member Welcome and Symposium Cocktail Party - included in the full Symposium registration fee
Wednesday 28 August 2013 from 5.15pm to 6.45pm.
Venue: Signorelli Gastronomia, Ground Floor of Accenture/Google Building, 48 Trouton Place, Pyrmont (opposite Metcalfe Park & a short walk for the conference venue)
Always an enjoyable evening, join members and guests at the Welcome Cocktail Party on the first night of the Symposium. Our Symposium Working Party will ensure that first time attendees are greeted and introduced to long time attendees to ensure a comfortable networking experience for new attendees and old.
Informal Dinner for those from out of town - not included in the fee, tickets additional
Wednesday 28 August 2013 from 7pm
A great opportunity for those from out of town who are visiting Sydney for the Symposium to continue their networking in an informal dinner setting after the Cocktail Party. Details and pricing to come.
Symposium Gala Dinner and Awards Night - included in the full Symposium registration fee
Thursday 29 August 2013 - 6.30pm for 7pm start. Evening concludes at 10.30pm.
Venue: North Pier, Jones Bay Wharf, Doltone House
At this midpoint in the Symposium delegates will enjoy fine food and friendship and celebrate excellence in consumer affairs Industry Award finalists and winners will be acknowledged at the Gala Dinner.
We invite sponsorship of all our Symposium activities.
If you have any questions about these networking activities at the SOCAP Symposium please contact us directly via socap@socap.org.au or 03 9102 9104.
Excellence in Consumer Affairs
Have you, or have your staff, done something that you are proud of?
Could others learn from your success?
With the successful launch of two new awards to acknowledge excellence in consumer affairs or complaints handling industry, the Awards Working Party is delighted to continue to promote excellence with 2013 Awards at the 22nd Annual SOCAP Symposium.
These Awards, along with the rebadged Lifetime Achievement Award (formerly known as the Significant Contribution Award), will be awarded at the 23rd Annual SOCAP Australia International Symposium Gala Dinner and Awards Night in Sydney
Acknowledge excellence with your peers:
Date: Thursday 29 August 2013 at the Gala Dinner and Awards Night
Nominations close 2 August 2013.
Three Award Categories
Rising Star Award
- acknowledging an emerging staff member within the SOCAP community who has been in the industry less than 5 years. Nominees/applicants will be asked to address 6 questions around the issues of:
Culture - 'Looking around' - what needs changing?
Consumer/Customer Focussed - 'Looking out' - why does it need changing?
Continuous Improvement - 'Looking in' - how do we change it?
How to nominate or apply for the Rising Star Award?
- acknowledging a more experienced staff member within the SOCAP membership who has been in the industry 5 years or more. Nominees/applicants will be asked to address 6 questions around the issues of:
Customer/Consumer, Culture and Innovation - What needs changing, why it needs changing and how to change it
Leadership and Strategy - Looked or looking to the future and leading a team in this direction
Contribution to the Industry - Improving consumer policy and consumer outcomes
How to nominate or apply for the Stellar Achievement Award:
Please contact the SOCAP office with questions or problems with the process socap@socap.org.auor phone 03 8102 9105
Note: Current SOCAP Australia Board members or members of the Awards Working Party are ineligible to be nominated or to apply for an Award.
Check out who is sending their staff
23rd Annual SOCAP Australia International Symposium
28 to 30 August 2013, Sydney
Culture is key - colleagues, customers, complaints and compliance
ABC Audience and Consumer Affairs Actew Corporation AMP Services ANZ BankWest BankWest Retail Direct Channels Commonwealth Bank of Australia Department of Veterans' Affairs George Weston Foods Pty Ltd Inland Revenue Department New Zealand Insurance Australia Group Nestle Australia Ltd NRMA Motoring & Services NSW Fair Trading NSW Ombudsman Office of the WorkCover Ombudsman OnePath Police & Nurses Credit Society Private Health Insurance Ombudsman QLD Office of Fair Trading SFI International Suncorp The Wrigley Company Pty Ltd Unilever Australasia
Venue
23rd Annual SOCAP Australia International Symposium
28 to 30 August 2013, Sydney
Culture is key - customers, colleagues, complaints and compliance
We are deligted to be holding this years event at Doltone House Sydney
Doltone House Jones Bay Wharf - Pyrmont Piers 19-21 Upper Deck, 26-32 Pirrama Road, Pyrmont NSW 2009
Doltone House Jones Bay Wharf is a unique heritage venue situated on the historic finger wharf at the recently restored Jones Bay Wharf, Pyrmont Point. It is a spectacular waterfront venue on the foreshore of Sydney Harbour, with views of the Harbour Bridge, city skyline and the Darling Harbour precinct.
Its great location offers you a private and exclusive retreat from the hustle and bustle of the city centre, just minutes from the CBD and accommodation.
Parking: The Star Casino Parking Station - Located on Pyrmont St, Pyrmont. For further information call (02) 9777 9000 or Jones Bay Wharf Carpark - Located on Pirrama Rd Pyrmont (opposite Doltone House) - (02) 9552 2330
Walking Distance: From Town Hall, take a short walk over the Pyrmont Bridge, continue and the venue is just minutes from Darling Harbour and Sydney Convention Centre.
Bicycle: The area is easily accessible by a bicycle, with several on and off road cycle paths and bike racks nearby.
Light Rail: Departs from Central Station to The Star Casino Station every 10 to 15 minutes and operates 24 hrs per day, 7 days a week. Park at the Entertainment Centre or Harbourside Car Parks and catch the light rail to The Star Casino. For further information call (02) 9552 2288 or visit www.metrolightrail.com.au
Monorail: Operates in a loop around the city 7 days a week, departing every 3 to 5 minutes. Closest stop is Harbourside, Darling Harbour. For further information call (02) 9552 2288 or visit www.metromonorail.com.au
Ferry: Operates 7 days a week from Wharf No. 5 at Circular Quay and stops at Pyrmont Bay. For route and timetable information on State Transit’s “Darling Harbour” ferry to Pyrmont Bay call 13 15 00 or visit www.sydneyferries.info
Bus: The State Transit Bus Route 443 and 449 regularly departs Circular Quay to Pirrama Rd. For route and timetable information, call 13 15 00 or visit www.sydneybuses.info
Taxi: Average cost of $10 from the CBD Water Taxi. For further information call Water Taxis Combined 1300 666 484
Accommodation
Here at SOCAP we usually provide several accommodation options to suit a range of budgets. There are several hotels located near to Doltone House, some of which we have listed below, click here to view on map
The Star The closest accommodation venue. For those who usually stay onsite at the conference venue then this is THE BEST option for you, just walk across the road and you are there!. Great rooms and a great location. 80 Pyrmont Street Pyrmont Contact: Melinda Allen, VIP & Group Specialist T +61 2 9657 8366 | F +61 2 9657 8345 E stargroupreservations@echoent.com.au
Sydneys premier entertainment destination. Whether you're after the best, something simple, or anywhere in between, Astral Tower & Residences has a room for every kind of stay. Every room is finished to a high standard and feature luxurious marble bathrooms, stylish contemporary décor and every modern comfort.
Deluxe King Room $275.00 per room per night. Rate is inclusive of 1 full buffet breakfast daily in the Garden Buffet (quote booking reference SOCAP)
Guarantee In order to guarantee your reservation, The Star may charge your credit card an advance deposit in the amount equal to the first night's accommodation plus GST.
Cancellations and Amendments The Star must receive all accommodation amendments/cancellations requests in writing. All accommodation cancellations after receipt of confirmation for a booking will be subject to the following cancellation fees and conditions: 30 - 22 days prior to the scheduled date of arrival will incur a cancelation fee of the first nights’ accommodation. 21 - 15 days prior to the scheduled date of arrival will incur a cancelation fee of 50% of the total estimated charges for that booking or the first nights’ accommodation, whichever is greater. 14 days or less prior to the scheduled date of arrival will incur a cancelation fee of 100% of the total estimated charges for that booking. Any requested accommodation amendments are subject to agreement by The Star and availability and may incur additional fees and charges.
Located ideally for conference and event guests, Oaks Goldsbrough combines superior facilities and impeccable service of a luxury hotel with the privacy and spaciousness of self-contained apartments. Oaks Goldsbrough provides one and two bedroom fully self contained apartments and comfortable studios with full kitchen facilities, most with harbour views. Guests can enjoy the sauna, pool area, spa and gym, and there are secretarial services including photocopying and facsimile, coffee shop, covered walkway to the Convention & Exhibition Centre and light rail and mono rail stations at door.
Studio – can sleep 2 guest in either 1 king or 2 singles @ $220
1 bedroom - can sleep 2 in a queen bed, or a 3rd guest on a sofa bed @ $240
2 bedroom - can sleep 4, 1 x queen bed and 2 x single beds, can add a 5th guest on a sofa bed @ $375 Sofa bed charge is $44 per night.
Adina Apartment Hotel Sydney, Harbourside offers hotel apartments in the heart of King St Wharf. It is an ideal location with handy access to Cockle Bay and Darling Harbour. A quick ferry ride will take you to Circular Quay or a short walk will get you into Sydney CBD. All rooms at Adina Apartment Hotel Sydney, Harbourside have in room safes, stereos and individually controlled air-conditioning. There is a heated indoor/outdoor swimming pool, gym, sauna and restaurant on site (Breakfast is available 7 days a week)
Current rates offered (February 2013):
Standard Studio Room - $265.50 per night With a king or two single beds, bathroom and kitchenette with tea/coffee making facilities, toaster, fridge and microwave. Rooms have a City View Only. Maximum occupancy is 2.
Premier Grand Studio Room - $292.50 per night. This room has a queen bed screened with sliding sojourn, galley style fully equipped kitchen, bathroom with laundry facilities and a lounge/dining area.
Standard One Bedroom Apartment - $306.00 per night. Has a king or two single beds in the bedroom, a fully equipped walk in kitchen, bathroom with laundry facilities and separate lounge/dining area.
Premier One Bedroom Apartment - $333.00 per night. These offer courtyard or aquarium views from their spacious balconies, a fully equipped walk in kitchen, bathroom with laundry facilities and separate lounge/dining area.
Premier View One Bedroom Apartment - $369.00 per night. Premier view apartments are the best rooms available in the hotel. They offer a fully equipped walk in kitchen, bathroom with laundry facilities and separate lounge/dining area.
Any other enquiries to Kathleen Allen socap@socap.org.au or 03 8102 9104
Call for Papers
23rd Annual SOCAP Australia International Symposium
28 to 30 August 2013, Sydney
Culture is key - customers, colleagues, complaints and compliance
SOCAP Australia is supported by various industry and regulatory bodies, and the long running SOCAP Symposium provides a forum that promotes best practice and research into complaints handling and consumer affairs. We anticpate approximately 200 attendees throughout, who represent senior management in consumer affairs and complaint handling roles in many major Australian organisations in both the public and private sectors.
The theme
Culture is key - colleagues, customers, complaints, compliance
Submissions
We invite you to submit a one page abstract / synopsis of your proposed presentaiton/industry case study. All abstracts will be reviewed by members of the Symposium Program Working Party. Please submit your one page synopsis to the SOCAP office no later than 28 February 2013.
Note to those who wish to make submissions: As a not-for-profit membership association, SOCAP Australia has limited ability to fund travel, accommodation and other expenses for speakers and will look favourably upon submissions from individuals whose organisations would be willing to cover these costs. We do, however offer a heavily discounted fee for speakers to attend the entire Symposium as acknowledgment of your contribution. Please indicate your expectations in your submission.
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