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A two-day virtual forum featuring industry-specific information, complaint trends and insights for AFCA members

To view recordings of our AFCA member forum please click on the following session links:

Day one:

  • Click here to view recording of the Plenary
  • Click here to view recording of the Datacube overview
  • Click here to view recording of the Banking and Finance session 

Day two:

  • Click here to view recording of the General Insurance session
  • Click here to view recording of the Superannuation session
  • Click here to view recording of the Investments and Advice session

If you have any questions, please do not hesitate to reach us at memberforums@afca.org.au. We look forward to seeing you.

Detailed program

Members are invited to attend one or all of the sessions over the two days. Recordings of each session will be available at the end of each day.

If you have any questions, please do not hesitate to reach us at memberforums@afca.org.au

Day 1: Monday 16 November 2020

Time

Item

Presenter

9:30-10:15am

Plenary

  • Q and A (10:05-10:15am)

Justin Untersteiner - Chief Operating Officer

10:15-10:30am

Break

 

10:30-11:15am

Banking and Finance

  • Q and A (11:05-11:15am)

Evelyn Halls - Lead Ombudsman, Banking & Finance

Di Ennis - Executive General Manager, Resolutions (Q&A)

11:15-11:30am

Break

 

11:30am-12pm

Datacube overview

Campbell Daff - Head of Membership Services

Ben Rashid - Senior Manager, Digital Integration & IT Governance

Day 2: Tuesday 17 November 2020

Time

Item

Presenter

9:30-10:15am

Superannuation

  • Q and A (10:05-10:15am)

Heather Gray - Lead Ombudsman, Superannuation

Anne Marie Howley - Ombudsman

Tim Goss - Head of Service Delivery (Q&A)

10:15-10:30am

Break

 

10:30-11:15am

General Insurance

  • Q and A (11:05-11:15am)

John Price - Lead Ombudsman, Insurance

Chris Liamos - Ombudsman

Helen Moye - Ombudsman

Tim Goss - Head of Service Delivery (Q&A)

11:15-11:30am

Break

 

11:30am-12:15pm

Investment and Advice

  • Q and A (12:05-12:15pm)

Natalie Cameron - Lead Ombudsman, Investments & Advice

Shail Singh - Ombudsman

Tim Goss - Head of Service Delivery (Q&A)

 

Key topics

  • COVID-19 – ongoing impact, what we’ve seen and what trends we might expect to see in the coming months
  • 2 years of AFCA – a review of outcomes and issues, and what to expect in 2021
  • AFCA Datacube deep dive – how to use the tool and benefit from the insights inside
  • Systemic issues – what to be aware of and thinking about
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The value of attending

AFCA member forums are an opportunity to come together and hear the latest complaint statistics and trends, explore highly relevant industry-specific insights impacting on complaint handling and learn more about AFCA’s approach to key issues. It also provides a platform to  explore case studies that highlight certain issues, and to ask questions directly to senior AFCA decision makers and leaders.

Attending the forums will help you reduce and resolve complaints by getting access to AFCA’s insights and data. The forums will help identify key areas and issues your organisation should be preparing to respond to in the future, understand and address current issues, and improve complaint handling practices to avoid or minimise disputes.

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Forums are highly valued by AFCA members

Two thirds of members rate these forums as 'Very Good' or 'Excellent'

“The forum was very informative, did not use too much jargon or assumed prior knowledge.

“Short, sharp and focussed”

“The event showed AFCA as a partner in what we do, rather than the Principal with a cane to punish you. AFCA is there to help”

“Topics and issues were highly relevant to current issues”