Membership

Discover the many benefits of joining SOCAP (as either an individual or through your organisation), including access to the most cutting edge best practices in complaints management.

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Training

In-person and online training suited to every experience level, covering all aspects of complaint handling from basic training to emotional intelligence in customer care.

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Certification

The only complaints-industry certification that recognises your professional experience and sets the standard for service. Start your certification here.

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Networking

Connecting with and learning from other complaint professionals, including our free Community of Practice events and networking functions for members.

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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…

Latest Events

Coming Events

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SOCAP member virtual lunch - 28 October

Date:
28 October 2020
Time:
12.30pm AEDT - 1.15pm AEDT

Member Virtual Lunch to Reveal Future of Complaints Outcomes

More Info Register Now

De-escalating the Agitated Caller for Complaint Handlers

Date:
09 November 2020
Time:
9:30am AEDT - 1:30pm AEDT

Explore factors that can result in a person becoming distressed, communication roadblocks, and respectful, appropriate and empowering response skills.

More Info Register Now

Symposium Snack Size Keynote Session 5 - 11 November

Date:
11 November 2020
Time:
10.30am AEDT - 11.30am AEDT

In a year of unprecedented upheaval and change for all and managing consumers and complaints and escalating vulnerabilities, stay informed on how you can deliver best practice service for your consumers, your team and yourself.

More Info Register Now

The Intel

Complaint handlers can also experience vulnerability

16 October 2020

With the ongoing impacts of COVID-19, many people will remain in vulnerable circumstances for some time yet. Conversations can be difficult with emotionally stretched customers, and over time complaints handlers may experience professional burnout.

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Tips to boost your resilience during crisis management

16 October 2020

If you or your team are feeling emotionally and physically worn out this could be a sign of waning resilience or compassion fatigue. Avoid burnout and take time to revisit self-care strategies or seek support from your workplace support program.

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Understanding customer vulnerability

16 October 2020

The Australian community continues to feel the effects of the pandemic, through disruption to their lives, education and health. Conservative estimates are that 50% of your customer base will be in vulnerable circumstances at any one time. Ensure your staff are skilled up to identify and respond to vulnerability.

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Our Platinum Members