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 Lunch: The State of Consumer Vulnerability

Date:
02 February 2021
Time:
12:30pm - 1:15pm

Join us for the first SOCAP Member Lunch of the year with Guest Speaker Stella Avramopoulos, Good Shepherd CEO, who will lead a conversation, with Fiona Brown SOCAP CEO, on the current state of vulnerability as we move into a 2021 pandemic impact milestone for customer service.

More Info Register Now

Customer Service and Complaint Management 101

Date:
04 February 2021
Time:
9.30am AEDT - 1:00pm AEDT

Your Essential Guide to Excellence in Customer Service and Complaint Handling

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Written Communication for Complaint Handling

Date:
09 February 2021
Time:
9.30am AEDT - 12.30pm AEDT

Effective written responses can reduce complaint escalations.

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The Intel

Future of Complaints Whitepaper - Now available

24 November 2020

Review the findings from our recent SOCAP member survey, Complaints: The New Most Valuable Asset, conducted in August and September 2020.

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Professional resilience development is key

17 November 2020

Be sure you and your teams are receiving the support you need and have the skills to confidently manage customer interactions, and that debriefing and resilience strategies are in place.

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AFCA Proposes Rules Change

17 November 2020

Following a public consultation and submissions from industry and consumer bodies, an amendment to the Australia Financial Complaints Authority (AFCA) Rules to facilitate the transition of any unresolved complaints from the Superannuation Complaints Tribunal (SCT) prior to ceasing operations will be submitted to the Australian Securities and Investments Commission (ASIC) for approval.

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