16 February 2021

Early bird prices available now. What does customer vulnerability mean for 2021 and will you be ready to respond?

16 February 2021

ASIC has released the new regulatory guideline to come into force on 5 October. SOCAP is now offering two seminars on Obligations and Implementation as well as Effective Complaint Management Systems to ensure you and your team are RG271 ready with an IDR that meets ASIC’s standards and requirements.

The revised guide is intended to deliver improved outcomes for consumers by ensuring that complaints are resolved in a fair, timely and effective manner and reducing the need to escalate complaints to external dispute resolution.

16 February 2021

Banks will be able to extend customer wait times to deal with a complaint under new variations to the industry code of practice approved by ASIC that allow COVID-19 special provisions to continue until late 2021.

15 February 2021

We speak to Carla Ianni, Head of Customer Vulnerability at the Commonwealth Bank about their Next Chapter program aimed at addressing financial abuse in the context of domestic and family violence.  Carla explains the impact of this in the community and provides advice on what customer care and complaints teams should be mindful of and the best supports to provide.

24 November 2020

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

17 November 2020

To find out, listen to SOCAP It’s Time to Talk with Jane Pires, Chair of the Australian Standards Complaint Handling Committee.

17 November 2020

Taking time to consider what you have written and how it might be received can reap huge benefits in your customer relations. Reflection on our work and practice also increases self-awareness, a key component of emotional intelligence.

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.

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.

29 October 2020

SOCAP High Conflict Behaviours webinar with Prof Tania Sourdin from the University of Newcastle

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.

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.

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.

14 October 2020

Amidst the current onslaught of the COVID-19 pandemic, the idea of unusual humanity has sprung up out of recognition that we must respond as one and that we are better off being united, kind and empathetic with everyone, not just those in ‘our tribe’.

13 October 2020

SOCAP is attending and is a sponsor of a National Complaints and Justice Forum presented by the University of Newcastle and the National Justice Project. The online Forum for Ombudsmen - Complaints Management in Public Organisations is on 26 October.

15 September 2020

Understanding the impact of some of your typical communications can make a big difference to connecting with customers and building rapport so you can reach beneficial outcomes.

01 September 2020

For the first time, public sector organisations can now measure the social returns on complaint handling, revealing the holistic value of effective customer care. New research, conducted for SOCAP Australia by the University of Newcastle, has found that for every dollar that a public organisation spends on effectively handling complaints, the organisation can reap up to a $5 return on investment (ROI).

14 August 2020

Along with good corporate governance, ethical behaviour is an integral part of everything an organisation does. From the impacts of the rise of AI on commerce and the consumer experience to the unconscious gender bias that can exist in any workplace, including complaints management services, organisations must take steps to strengthen their ability to make fairer, better-informed decisions for both the consumer and the organisation.

14 August 2020

Effectively telling your business stories, collated from complaints and feedback, can build relationships, make people care about your service and can lead to a significant Return on Investment (ROI). Learn the Science of Storytelling: Winning Commitment Within Your Organisation, an on-demand webinar that shows how you can stand out from the crowd with stories that influence, teach and inspire.

23 July 2020

This week David  Locke, Chief Executive Officer and Chief Ombudsman Australian Financial Complaints Authority (AFCA) was interviewed by SOCAP’s Stephanie Maraz and he spoke about his views on what lies behind the recent AFCA complaint figures and gives his best bet for a future forecast and focus for complaints handling. 

02 July 2020

To recognise 30 years of SOCAP Symposium and complaints handling professional service in Australia and New Zealand, we are inviting you to be a part of the celebrations. We want you to be a SOCAP movie star to help us showcase our SOCAP rock stars.

02 July 2020

Crisis support service Lifeline saw a spike in calls relating to the coronavirus outbreak, with call volumes exceeding those seen during the summer's bushfire crisis.

14 April 2020

The need for support and connection between staff and management is greater than ever with so many people suddenly working from home during this challenging time.

08 April 2020

We want to say thank you, to you our members.  At SOCAP, we respect the work and special care that complaints professionals are continuing to provide in meeting customers’ needs in these times of ongoing vulnerability. We know you are working in new and different ways with increased pressures at this time. 

25 March 2020

As your member association SOCAP is following all safety and health guidelines from the Australian government agencies as it pertains to supporting the vital work you do in helping consumers every day and particularly during these unprecedented times.

17 March 2020

The flexibility of online training is offered to SOCAP members on two essential programs. Assisting Customers in Vulnerable Circumstances and Ethics for Complaint Professionals.

17 March 2020

SOCAP is committed to the complaints handling profession and service provision for consumers in vulnerable circumstances. SOCAP will be providing insights and keynotes from the Forum speakers, during the interim period to the rescheduled event, so as an industry we maintain our momentum on this important matter of best practice service for customers in vulnerable circumstances.

10 March 2020

The CDR intends to improve the ability of Australian consumers to compare and switch between products and services and encourage competition between businesses.

10 March 2020

15% of the population have high conflict behaviours (HCB), said Prof Tania Sourdin from the University of Newcastle, in the SOCAP High Conflict Behaviours webinar, in which behaviours, causes and service strategies were discussed.

10 March 2020

The Ombudsman initiated a pilot Complaint Assurance Project in February 2019 with the aim of fostering agency-led improvements in complaint handing.

10 March 2020

Drawing directly on current Australian Government advice, SOCAP is proceeding to deliver scheduled meetings and events, including the March Customer Vulnerability Forums and training programs.

03 March 2020

The biggest threat to your organisation isn’t a customer with a complaint - it’s ensuring your staff have the skills and resilience to manage the emotional toll complaints can cause on them.

03 March 2020

Many consumer affairs professionals, especially those impacted by the recent increased need to respond with special care to customers in vulnerable circumstances, have found themselves worrying about how to do this well and cope with the emotional pressures

20 February 2020

Building employee confidence and capability to recognise vulnerability is the first step to assisting customers in vulnerable situations. Using a new way of thinking about a complex issue that is easily remembered, manageable and accessible can assist to empower employees and increase your customer experience

18 February 2020

The General Insurance Code of Practice, released by the Insurance Council of Australia Board in January, sets out new standards for insurers, distributors, service suppliers and claims investigation.

18 February 2020

If you are ramping up service provision as a result of increased services needs, take a look at the online SOCAP Certification Framework which highlights unique skills needed to be a complaints professional.

18 February 2020

This year has already seen some remarkable events, which has brought in sharp focus the nature of vulnerability for us all.

17 February 2020

1. Regularly check your social media networking sites and take care in responding to any complaints

11 February 2020

SOCAP Special Event Melbourne: Thursday, 19 March 2020 Sydney: Thursday, 26 March 2020 Limited spots available, register now

10 February 2020

“In my view there has never been a better time for suppliers of essential services to consumers to be focused on customer service and dealing effectively with service errors and complaints. Those … with a customer interface and responsibility for putting things right or handling complaints and disputes have critically important jobs. And, of course opportunities. It is not just service...The focus needs to be on not just design features and saleability but also built-in quality so the chances of something going awry with the product is minimised.”

Colin Neave: A Lifetime of Seeking Fairness

10 February 2020

Without imposing on consumer professionals the obligation to become experts in Domestic and Family Violence (DFV) or to act as counsellors, it is important that an ability to more readily recognise or accept what it is a client might be disclosing, becomes a necessary part of the skill set of everyone who engages with clients experiencing vulnerability.

Read More on how CBA is responding, and learning pathways for your organisation and teams.

10 February 2020

The Hayne royal commission emphasised the importance of effective complaint handling and identifying consumers in vulnerable circumstances.

10 February 2020

Consumer Directions - Listening to Consumers, Spring/Summer edition out now

10 February 2020

SOCAP research reveals that every dollar invested in complaints handling has a potential return of up to $10 for an organisation

10 February 2020

Size really doesn’t matter. SOCAP presents the Small Business Complaints Toolkit, a free resources for complaint handling, for businesses of all sizes.

10 February 2020

How has winning the SOCAP John Wood Scholarship for 2019 changed the life of Aishar Hannington?

10 February 2020

83% of seniors over 70 dislike being called “sweetie” and “dear” as it encourages a culture of disempowerment that inhibits seniors from speaking out or complaining about service provision.

What should you be doing to bridge the language gap between community expectations, corporate policy and employee behavior to foster an empowering relationship?