Australia’s only association specialising in complaints management

The value of complaints management within organisations has increased significantly over the past decade for three key reasons:

1. The rise of customer experience (CX) management – and the vital role complaint managers have in the consumer journey and business transformation using complaints.

2. Legislative changes, the increase in regulations and investigative commissions bringing poor customer practices to light.

3. The enhanced understanding of ROI that complaints professionals deliver to an organisation – both in soft measures like satisfaction and advocacy, as well as hard metrics like customer retention and spending.

For these reasons, SOCAP Australia has been instrumental in encouraging excellence among professionals working in the fields of self- regulation, complaint handling, dispute resolution, service charters and customer service delivery.

Established in 1991, for almost 30 years SOCAP has trained complaint professionals from all industries – including utilities, financial services, FMCG, education, telecom, healthcare and technology. We also have a strong representation of government members – ranging from local councils to federal departments – as well as regulatory authorities, consultancies and not-for-profits.

Members range from day-to-day frontline complaint handlers all the way up to team leaders, 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.

Our three strategic pillars:

Leadership
We are thought leaders, providing industry insights, tools and knowledge for the benefit of the consumer experience through fair and effective outcomes.

Connection
We are an engaging and accessible community of professionals who are passionate about improving the consumer experience.

Professional Development
Elevating capability to best practice and beyond through certification and committed to advancing our industry through innovation

SOCAP Constitution

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