20th Anniversary
SOCAP Australia International Symposium 24–26 August 2010 Park Hyatt Melbourne
consumer affairs: The game has changed 0 1991–201
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Symposium Major Sponsor
Program Program at a glance Venue: Park Hyatt Melbourne Tuesday 24 August
Wednesday 25 August
Thursday 26 August
1.30pm–3pm Industry Sector Workshops (select one)
9am–5pm Symposium Program Plenary and Keynotes
9am–3.30pm Symposium Program Plenary and Keynotes
12.30pm–1pm SOCAP Australia AGM
3.30pm Symposium Close
6.30pm–10.30pm 20th Anniversary Symposium Gala Dinner
4pm Airport coach departs
3.30pm–5pm Special Interest Workshops (select one) 5.15pm–7pm New Member Welcome & Cocktail Party
Tuesday 24 August Session 1: 1.30pm to 3pm
Session 2: 3.30pm to 5pm
Industry Sector Workshops
Social Media Boot Camp
(select 1)
addressing key issues
Financial Facilitator: Dr Brendan French, General Manager, CBA Group Customer Relations, Commonwealth Bank • Impact of new legislation/regulation • Growth in Ombudsman jurisdiction and powers • The changing face of consumer protection • What does ‘responsible lending’ mean for complaint handling? • The impact of new complaint handling obligations (eg. RG 165)
Government Facilitator: John Wood, Principal, Baljurda Comprehensive Consulting and former Deputy Commonwealth Ombudsman • Cross agency collaboration in customer relations • Citizen or customer centric service design • APS reform as it relates to consumer affairs
FMCG Facilitator: Ralph Simpfendorfer, Managing Director, TMI Australia • New trade measurement regulations • Mandatory unity pricing • Food labelling • New retail players • Sustainability and social issues
Utilities Facilitator: Allan Asher, CEO, ACCAN and former CEO, Energy Watch, UK • National regulation • Consistency of rules across the states • Hardship policies • Impact of climate change
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(select 1) Numbers strictly limited for some topics. First in, best dressed.
Facilitator: Yvonne Adele (aka Ms Megabyte, technical guru and media personality) Feeling a little overwhelmed when it comes to getting engaged with social media? Well you are not alone. In response to our recent seminar on Social Media and Complaint Handling, we are delighted to provide a Social Media Boot Camp. Social media is a growing phenomenon and those using it expect organisations not only to have a social media presence but also to be able you to respond they are saying and in real time. Allow our facilitator to take you on an online journey with a real time look at what customers are saying and what you can do about it. Numbers strictly limited
Product Recall Simulation Facilitator: Steve Hather, RQA Asia Pacific Designed to explore key success factors and how you can better prepare your organisation for ensuring your next incident does not escalate to a crisis. Participants in this hands-on workshop will be given an incident scenario based on a real product recall. Numbers strictly limited
Mindful Strategies: a powerful tool for employee health and wellbeing Facilitator: Dr Christine Maingard, speaker, author, facilitator and business consultant We live and work in environments that continue to be shaped by unprecedented change, uncertainty and fast pace where speed has become the essence and the number one driver. Workplaces are often chaotic or confusing, no matter how ordered and efficient they appear from the outside. Dr Maingard will teach you about mindfulness and assist you to develop techniques for the workplace and at home to reduce stress, think less and be more.
Turning From a Cost Centre to a Profit Centre in the Eyes of Management Facilitator: Peter Gillson, Director, SFI Too often we hear that complaints handling departments are seen as a cost centre to the business, and when times are tough complaints teams are often one of the first areas where cuts are made. As a result of the Consumer Sentiment and Emotion Now survey, Peter Gillson, SFI, has the proof you need to demonstrate that a successful complaints handling team can actually be a profit centre in the business.
Wednesday 25 August 8.30am: Registration and welcome refreshments
9am: Symposium launch and welcome
10.50am: Morning tea and networking
12.30pm: Lunch, AGM and time with the exhibitors
Speaker: Jane Pires, Vice President, SOCAP Australia and Chair, Symposium Working Party
Sponsor: Wilke Thornton
Sponsor: Johnson and Johnson
Keynote: Ensuring a Place at the Table for the Voice of the Consumer: analysing, understanding and reporting customer intelligence
Complaints Handling Hypothetical Scenario Workshop
Welcome to Country Keynote: Education and Information: the key to success Speaker: Dr Claire Noone, Executive Director of Consumer Affairs Victoria Claire was appointed as the Executive Director Consumer Affairs, Department of Justice in June 2008. Prior to taking up the role of Director CAV, Claire was Executive Director Corporate Services for the Department of Justice. She has held various positions across both Federal and State government and the private sector. These positions have assisted Claire to gain significant experience in corporate and regulatory strategy and policy development and implementation.
Consumer Law Update: Key impacts on you and your business Speaker: Dr Elizabeth Lanyon, Director Policy and Legislation, Consumer Affairs Victoria Elizabeth is Director Policy and Legislation at CAV where she chairs the Unfair Contract Terms Taskforce. In that capacity she has overseen and worked on a wide range of projects including mobile phone contracts, on line auctions, internet service providers, hire car contracts, major events ticketing, domestic building and residential tenancy agreements and rewards and frequent flyer schemes. She is also leading Victoria’s involvement in a number of COAG projects including the Australian Consumer Law.
Jeff Hagen, Director, Consumer Services, General Mills USA Jeff has been with General Mills for 14 years as where he is responsible for overseeing three contact centers that respond to inquiries received from consumers and foodservice customers, for the technologies employed to support these centers, and for the reporting/analysis of consumer contact information gathered during these interactions with consumers. Jeff joins us as both speaker and participant for our 20th Anniversary Symposium.
Social Trends and Consumer Insights Speaker: Neer Korn, Director, Heartbeat Trends Neer Korn is a founder and director of social and market research company Heartbeat Trends. The company studies social trends and attitudes and has produced over 80 large scale studies on Australian society. He consults to a who’s who of Australian blue chip companies and organisations on consumer issues and trends. Neer will share emerging trends in consumer expectations including Who Can You Trust?, Culture of Immediacy, Generational Differences and Surpassing Low Expectations and Word-of-Mouse.
Working with real life case study examples across a range of industry sectors, resolve several complaints scenarios with fellow attendees. Discuss your resolution and your rationale then hear from a panel of industry stalwarts as to their thoughts on the solutions presented.
The Drivers of Customer Satisfaction Speaker: Nick Stace, CEO, CHOICE Nick Stace joined CHOICE as CEO in February 2009. Before joining CHOICE, Nick worked as the British Prime Minister’s Special Adviser on strategic communications. This involved representing the PM in high level discussions; influencing Ministerial departments; developing policy and leading the timing/ positioning of all Government announcements. Prior to his role at No.10 Downing Street, Nick was Deputy CEO at Which?, the largest independent consumer group in Europe. He was also on the board of Which?, BEUC (representing Europe’s consumers) and Consumers International (representing the world’s consumer movement).
Keynote: The Power of Influence on Leadership SOCAP members often describe how they feel they remain a voice in the wilderness and struggle to be heard by senior executives and others within the organisation. Hear from our leadership expert as he provides relevant theory around leadership and how to better influence.
Speaker: Steve Arthurson, Head of Human Resources, Australian Pharmaceutical Industries
Influencing business decisions in favour of the customer Speaker: Jules Scarlett, Director, Customer Service, Telstra
Influencing Case Study Speaker: tbc Computershare 5pm Close of day 2
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Thursday 26 August 8.30am: Registration and welcome refreshments
8.45am: Your SOCAP Speaker: Amanda Blesing, Executive Officer, SOCAP Australia
When The Going Gets Tough: A customer centric response to crisis management You dread the day when your department takes the call or your CEO advises that something in your organisation has gone terribly wrong. You know that you and your team will be tackling the issue head on as your customers contact the organization to find out more. Hear about a real life case study including some of the do’s and don’ts of crisis management from someone who knows. Hear from Qantas about their response to the recent volcanic ash crisis.
Speaker: Justin Hyams, Head of Customer Care, Qantas
10.15am: Morning tea and networking
12.40pm: Lunch and time with the exhibitors
Sponsor: NSW Fair Trading
Sponsor: ACCC
ACCC’s Consumer Protection Priorities
Is Australia Falling Behind Others In The World Of Customer Care?
Speaker: Peter Kell, Deputy Chair, ACCC
A review of practices that are frustrating to consumers, expensive for companies and detrimental to consumers all round.
Ombudsman Schemes: Is there a value add? Panel: Colin Neave, Chief Ombudsman, Financial Ombudsman Service; Simon Cohen, Ombudsman, TIO; Fiona McLeod, Ombudsman, Energy and Water Ombudsman
Insights on Youth Attitudes and Climate Change Sponsor: NAB
Speaker: Amanda McKenzie, co-founder, Youth Climate Coalition
Panel: Social Media – So What? Putting social media under the spotlight, are consumers and organisations any better off? Hear from our panel of experts as to their thoughts around the use of social media in business and in the business of complaint handling.
Panel: Yvonne Adele; Mike Wilke, Wilke Thornton; Jeff Hagen, General Mills
With climate change one of the big challenges ahead for government, business and individuals, Amanda McKenzie, cofounder of the Australian Youth Climate Coalition, will provide Symposium attendees with a greater understanding of youth attitudes to climate change. The Coalition now boasts over 50,000 members, and McKenzie is actively involved in taking the views of young people on climate change to government and business, representing Australian youth in discussions with the Prime Minister, Federal Ministers, Premiers and State Government representatives, and business and industry representatives from across the world.
Speaker: Allan Asher, ACCAN
Keynote: What’s The Big Idea? Speaker: Yvonne Adele, Ideas Culture, thought leader and consultant Yvonne Adele, one of Australia’s foremost thought leaders, proposes that we’re now in the Ideas Age, where success means tapping a constant stream of fresh thinking, then acting swiftly and decisively. Anyone can do business in the 21st century – Yvonne helps you discover what to do and how to get it done. Founder of the innovative, inspiring company Ideas Culture, Yvonne teaches organisations and individuals how to unlock ultra-creative (right brain) potential. Her keynote presentation will challenge the sometimes deep-seated and negative perceptions we have about being unable to create change, unable to solve problems and assist us to find fresh ways of doing things for our industry.
3.30pm: Symposium close
Accommodation Bookings Park Hyatt Melbourne 1 Parliament Square, Melbourne
Room Rates The Park Hyatt have generously offered attendees at our 20th Anniversary Symposium very special room rates, which include breakfast in the chic Radii restaurant, valued at $40. All rooms are subject to availability. Please note that the quoted prices for rooms are strictly limited, so please book now to avoid disappointment. Park View Room King/Twin Room with one buffet breakfast: $260 / night Room with two buffet breakfast: $290 / night
Reservations To book your accommodation, please call Reservations on 13 12 34 and quote our Reservation ID code G-INES or download and complete a Guest Booking Form from the accommodation link at www.socap.org.au and fax to 03 8843 1300. All reservations need to be guaranteed with a credit card at the time of booking and a 30 day cancellation policy is applicable for these bookings
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at this special rate. After 23 July 2010, all rooms and specified rates will be subject to availability.
Cancellation Policy All reservations cancelled within 30 days of arrival will be subject to a 100% cancellation fee. Please contact the Park Hyatt or call 03 9224 1234 if you require further details.
Registration Form (or register online)
20th Annual SOCAP Australia International Symposium Consumer Affairs: the game has changed 24 – 26 August 2010 Park Hyatt Melbourne Register now at www.socap.org.au
Note: One form per person. Bookings for more than one delegate must be received in the same fax/envelope at the same time. Please keep a photocopy for your records.
Name of person registering: Organisation:
Phone:
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Fax:
Email:
Postal address: Town/Suburb:
State:
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Please list any special dietary requirements:
Pre-Symposium Industry Workshops (included in full registration fee)
I plan to attend the following workshops on Tuesday 24 August Please select 1 at each time slot: 1.30pm–3pm: FMCG
Financial
Utilities
3.30pm–5pm: Product Recall Simulation Social Media Boot Camp
Government
Cost Centre to Profit Centre Mindful Strategies
Pricing inclusive of GST Full Symposium Early Bird Registration (valid until COB 30 June 2010) Member: Non-Member: 1st Delegate
$1980
$2730
2nd Delegate
$1880
$2630
Full Symposium Standard Registration (received after COB 30 June 2010) (registrations close 17 August 2010)
Member: Non-Member:
1st Delegate
$2430
$3180
Delegate Networking Program
2nd Delegate
$2330
$3080
(included in full registration fee) I will attend the Welcome Cocktail Party on Tuesday 24 August from 5.15pm
New Member Special Offer (includes Symposium registration and 12 month Individual membership to SOCAP Australia)
I will attend the Gala Dinner on Wednesday 25 August from 6.30pm
Early Bird (valid until 30 June 2010)
$2275
Standard (registrations close 17 August 2010)
$2730
I require a seat on the airport shuttle bus on Thursday 26 August at 4pm I give permission for my details to appear on the delegate’s list TERMS & CONDITIONS Registration Deadlines Registration and payment for regular Early Bird Discount attendance must be received by COB 30 June 2010 to receive the regular Early Bird Discount Fee. All other registrations must be received and paid for by COB Tuesday 17 August. Program Changes SOCAP Australia reserves the right to make changes, amend or cancel any of the above details at any time. All details were correct at time of printing. SOCAP Australia reserves the right to make changes in programs and speakers or to cancel programs if enrolment criteria are not met or when conditions beyond its control prevail. Every effort will be made to contact each delegate if a program is cancelled. If a program is not held for any reason, our liability is limited to the program fee only. Hardship Policy SOCAP Australia has a hardship policy for vulnerable and disadvantaged consumer groups and consumers. Please contact SOCAP Australia for more information. Cancellation Policy Should you be unable to attend, a substitute delegate is always welcome at no additional charge upon written notification. Alternatively, a full refund less a $125 administration fee will be made provided a request for cancellation is received IN WRITING by no later than COB 23 July 2010. A 50% refund of Symposium Registration fees will be made, provided a request for cancellation is made IN WRITING and received by COB 6 August 2010. SOCAP Australia regrets that there will be no refunds granted after 6 August 2010. Privacy Policy Please refer to our website for details.
TAX INVOICE upon payment of the fees SOCAP Australia ABN 20 058 477 017 Date of issue: 14 May 2010 Suite 205, 757 Bourke Street, Docklands, VIC 3008 Ph: 03 8687 9060 Fax: 03 8687 9063 email: socap@socap.org.au website: www.socap.org.au
Tuesday Only – Half Day Registration (including Tuesday Industry Workshops and Welcome Cocktail Party only) Member: Non-Member: $600 $770 Informal Dinner Tuesday Evening (ideal for those staying onsite) _____ tickets @ $60 each
$______________
Additional Cocktail Party Tickets (Note: limited additional ticket availability) _____ tickets @ $90 each
$______________
Additional Gala Dinner Tickets (Note: limited additional ticket availability) _____ tickets @ $200 each
$______________
Table of 10 @ $1900 at the Gala Dinner $______________ Grand Total $______________
Payment details Please invoice me for $_________________
I will make EFT payment into SOCAP Australia’s account: BSB: 033-157 Account number: 175184
I have enclosed a cheque for $_________________ made payable to SOCAP Australia Please charge $ _______________ to my credit card (please tick):
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CCV:
Diners
To our sponsors, we thank you SOCAP Symposium major sponsor:
SOCAP Symposium sponsors:
CaseWork
SOCAP Annual sponsors: Silver sponsors:
Gold sponsor:
In kind sponsors:
Networking Program Tuesday 24 August 5.15pm to 7pm
New Member Welcome and Symposium Cocktail Party Sponsor:
CaseWork
Always a highlight of our annual Symposium, the welcome cocktail party is a great way to begin the Symposium by meeting old friends and new while enjoying a relaxing drink and delicious canapes at the Park Hyatt’s stunning Radii bar. This sleek, architecturally designed Melbourne underground venue provides a perfect atmosphere to kick of the Symposium with style. Where: The stylishly chic Radii Bar, Park Hyatt Melbourne lower levels Tickets: Your ticket is included in the “Tuesday only” and full Symposium registration fee. Please indicate on the registration form if you will be attending. First option will be given to registered delegates however there will be limited ticket availability for colleagues or guests. See registration form for additional ticket prices and bookings.
Wednesday 25 August 6.30pm for 7.15pm (Evening concludes 10.30pm)
Symposium Gala Dinner At this midpoint in the Symposium SOCAP will celebrate 20 wonderful Symposiums past and honour our 2010 “Egg” award winner at our Gala Dinner to be held at the very sophisticated Zinc at Federation Square. Zinc is one of Melbourne’s premier food and wine destinations featuring organic produce with low food miles. The venue is set in an enviable location nestled beside the Yarra River in the bustling Federation Square precinct. Tickets: Your ticket is included in the full Symposium registration fee. Please indicate on the registration form if you will be attending. Colleagues and guests are welcome although we recommend booking early as capacity is limited. See registration form for additional ticket prices and bookings. Venue: Zinc, Federation Square A coach transfer will be provided from the Park Hyatt at 6.15pm. Shuttle buses will be booked at 10pm and 10.30pm to transfer delegates back to Park Hyatt. Parking is available in the parking station immediately next door. Live in Melbourne? Why not consider staying at the Park Hyatt the night of 25 August to ensure your safe enjoyment of the Gala Dinner and full attention on the final day of the program.
Tuesday 24 August 7.30pm to 9.30pm Optional dinner for guests visiting from out of town For those with no dinner plans on Tuesday evening an informal dinner has been scheduled (additional payment will be required – please refer to the registration form). Details to come.