At SOCAP’s 2020 Inaugural Vulnerability Forum we heard that vulnerability is fluid, it moves, it changes shape, it affects every one of us at any stage of life, and it has levels of severity. We heard from speakers across government, public sector, and industry who tirelessly worked on achieving best outcomes for consumers experiencing vulnerability, along with the underlying current that drove businesses to operate in new ways to provide better outcomes for vulnerable consumers. 

Our changing global, economic environment has created momentum to continue to explore the evolution, and the new face of Vulnerability 12 months on, and beyond. 

Attend the 2021 SOCAP Customer Vulnerability Forum to join the conversation and learn more on:

  1. How business and complaints handling, and consumer care have seen vulnerability evolve over the past 12 months.
  2. The rise of middle-class vulnerability, financial abuse, domestic violence, and new trends.
  3. Have we reached a tipping point in that we may now have a new definition of vulnerability? What this may look, and sound like for your consumers and your organisation. 
  4. What we may anticipate for the next 12 months.
  5. Our staff’s own vulnerability and the impact of this on service delivery.


SOCAP Customer Vulnerability Forum: 
The Evolution and the New Face of Vulnerability

25 March 2021 9.00am – 1.00pm

Session 1 (30mins) - What Does Customer Vulnerability Look Like Now?

Guest Speakers: 
Angela MacMillan,
Group Customer Advocate – Commonwealth Bank of Australia (CBA)
Cutty Felton, CEO - Accidental Counsellor Pty Ltd

Join this session to learn: 

  1. Of the evolution of Vulnerability at CBA, and how the role of the Customer Advocate is changing to better support customers in vulnerable circumstances, particularly as it relates to rebalancing the power and information asymmetry between major corporations and those in need.
  2. Of the stigma often associated with vulnerability that often makes it difficult or even dangerous for customers to disclose their circumstances, and the impact this has on the customer, and staff.

Session 2 (50mins) - Voice of the Customer (VOC)

Guest Speakers:            
Adam McConvell,
Consultant - Enterprise Partnerships and Development - Uniting Kildonan 
Stella Avramopoulos, CEO - Good Shepherd

Join this session to: 

  1. Experience the VOC from different perspectives. You will hear from consumer advocate organisations who provide a consumer focus on service provision for customers experiencing vulnerable circumstances. 
  2. Get in touch with the face of vulnerability, and reflect on our own perceptions, and associated biases.  

Session 3 (45 mins) - Ethics and Vulnerability

Guest Speaker:  
Mia Lander,
Audit, Assurance & Risk Consulting - KPMG Australia

Join this session to:

  1. learn the vital role of ethics within the context of vulnerability, and lessons learned. 

Case Study:    Ethical Behaviour & the Human Experience (20mins) to present case study on ethical behaviour from the lens of having a Human Experience.

Session 4 (30 mins) - Industry Collaboration 

Join this session to:
Experience collaborating with industry peers, and contribute to the knowledge pool by pondering on and sharing your response to this question:

"What does Vulnerability sound like to you?"

Session 5 (30 mins) - Speech Analytics - Recognising the Voice of Vulnerability

Guest Speaker:
Mia Lander,
Audit, Assurance & Risk Consulting - KPMG Australia

Join this session to: 

  1. Learn about the importance of listening to customers to understand content, context, subtle acoustic changes in voice and what is not being said to understand the customer and satisfy their needs. 
  2. We learn about the advances in technology such as Speech Analytics in the quest for fair and bias neutral customer interactions.                     

Session 6 (20 mins)– Live Q&A Panel Discussion

Angela MacMillan - Group Customer Advocate – CBA

Cutty Felton - CEO - Accidental Counsellor Pty Ltd

Stella Avramopoulos - CEO - Good Shepherd

Adam McConvell - Consultant - Enterprise Partnerships and Development - Uniting Kildonan 

Mia Lander - Audit, Assurance & Risk Consulting KPMG Australia