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Information & support re COVID-19

Wednesday 25, Mar 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. 

SOCAP is also working flexibly and with innovative approaches to respond and support you to deliver fair and effective outcomes for your consumers, and care for your teams. We’ve already made some changes to our service delivery for member events and collaboration and are currently supporting members via video, teleconference, and email, as well as speaking directly with members who are working both onsite and remotely. 

We are also further developing our learning and education events into quality and effective learning modules via digital platforms such as webinars, podcasts and live streaming, as well as virtual member networking opportunities.  You can view options to stay connected and with learning opportunities from the Events Calendar.  

More than ever we can assist you with effective complaints management tools and resources, as well as keeping abreast of industry issues important for the ongoing delivery of complaints handling and customer care services. 

What to expect:  

  • Members will continue to receive the SOCAP Intel as well as our Learning and Development Update to be kept informed on news; virtual learning tools; and webinars
  • We will maintain the SOCAP social media presence to keep you informed on industry updates with practical implementation guides for your business. 
  • Your digital member magazine, Consumer Directions will soon be on its way to your inbox. A must-read in the Autumn edition is the feature article on caring for ourselves, while caring for others. 
  • A reworking of our events and conferencing calendar and announcement of the rescheduled date for the Inaugural SOCAP Customer Vulnerability Forums for later this year. 
  • We are working with all of our partners and speakers for the 30th anniversary Symposium, scheduled for later this year and will keep you updated on all member events.
  • As well, all members will soon be receiving a Healthy Handling Complaints Kit, with key tips and practical ways to support you in your role through these exceptional times. 

From all of us at SOCAP, we are here to help you support your consumers. Please do contact us to discuss any concerns. We can be contacted on our regular office numbers and email: 

Fiona Brown - Chief Executive Officer 
 02 9167 8125 | 0419 280 234 | 

Jessica Junker - Membership and Operations Officer  
02 9167 8119 | 

Olimpia Mazza - Learning Development and Design Manager 
02 9167 8136 | 

Stephanie Maraz - Communications Policy and Advocacy 
02 9167 8131 | 


Coronavirus Information and Support

The outbreak of the coronavirus COVID-19 has impacted people in varying ways on an international scale. From an Australian industry perspective, the full extent of the COVID-19 impact is yet unknown, it will undoubtedly affect almost all industries, including customer service and complaint handling.

It is understandable that during times like this, people may be feeling afraid, anxious and overwhelmed by the constantly changing alerts and media coverage regarding the spread of the virus.

The following links to reputable websites provide a range of information with updates on the Coronavirus outbreak, business advice and mental health and wellbeing tips. 


Business support and advice

Coronavirus information and support for business - Australian Government

The Australian Government website where you can find information on financial assistance, eligibility and timing for the new government support for Australian businesses.

The federal and state governments, along with the Australian Taxation Office (ATO), have announced several measures to help small and medium-sized businesses. These measures are designed to help alleviate issues related to short-term cash flow and taxation debt. 

Government assistance:


Business information:


Coronavirus COVID-19 health alerts and advice

Australian Government – Dept Health
Government health alerts and information including the current status of COVID-19, how to protect yourself and others, medical advice, symptoms and when to get tested. 

New Zealand Government
Health and information on Coronavirus in New Zealand

World Health Organisation (WHO)
International news, updates, advice. 



Mental Health and Wellbeing Support

Mental health and wellbeing information and support for adults and young people developed especially in response to the Coronavirus outbreak.

Lifeline  / Phone 13 11 14

SOCAP works in partnership with Lifeline to provide complaints teams focussed training including calls management, domestic violence awareness and mental health awareness for members . Contact Jess Junker for details on 02 9167 8119 , email, or visit the Events Calendar for more information.

Head to Health 

ReachOut (for young people)