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The Inaugural SOCAP Customer Vulnerability Forum 2020

Tuesday 11, Feb 2020

This year has already seen some remarkable events, which has brought in sharp focus the nature of vulnerability for us all.  As a complaint handler and customer care leader what service provisions do you have in place to support the 30 – 40% of your customer and employee base that may experience vulnerability this year?

How is your industry best placed to support consumers, and employees in vulnerable circumstances? 

At SOCAP’s Inaugural Customer Vulnerability Forum, we will hear how business and regulators are meeting the needs of consumers in vulnerable circumstances, as well as industry case studies of best practice response to vulnerability, and service provision approaches. We will also gain insights into how a business’ customer’s complaint journey has transformed the business, customer, and complaints service processes as a result.

The value of taking action on vulnerability service provision and attending 


  1. To build trust
  2. To help customers into a better position to make and own their decisions
  3. Vulnerable customers need service conversations that build stable space so they can own their decisions
  4. Employees need to feel they can create stable space for customer conversations
  5. To drive a healthy risk culture 
  6. Because so many of your customers are moving in and out of vulnerability…

As a Forum participant you will learn: 

  • How to identify, respond to and assess vulnerability
  • Participate in open panel sessions with regulators and industry leaders on the landscape of vulnerability 
  • Gain industry-led frameworks to achieve better customer service through a vulnerability transformation journey 
  • Activate confidence and competence for service provision 
  • Walk away with a new way of thinking about a complex issue that is easily remembered, manageable and accessible. 

Who Should Attend?
The Customer Vulnerability Forum is recommended for all complaints management and customer care teams including frontline support teams, case officers, escalation managers, team leaders and business managers. 

At the Forum you’ll hear from:

Delia Rickard, Deputy Chair, Australian Competition & Consumer Commission (ACCC)
Catherine Fitzpatrick, General Manager, Community & Customer Vulnerability, CBA
Dr Jeffrey Chan, Senior Practitioner Behaviour Support, NDIS Commission
Christine Regan, NSW/ACT Director, NDIS Commission
Justin Tsuei, Complaints Principal, Telstra
Gary Howell, Service Support Manager, Personalised Services , Department of Human Services 
Michael Palmer, Manager, External Customer Relations, Group Customer Advocate, Suncorp
Juliette Mansted, Executive Manager, External Customer Relations, Suncorp
Anita Wynne, Principal, Frameshift
Helen Gee, Principal, Frameshift

Melbourne 19 March 2020
930am – 430pm
Melbourne CBD - Venue TBC

Sydney 26 March 2020
930am – 430pm
The Langham Sydney

Book your tickets now