Complaint Handling Forum

26 – 30 October | 5 virtual sessions | 12:00pm – 1:30pm AEDT

Tickets are now available – don’t miss your chance to explore the key issues shaping complaint handling in 2026!

The CHF is designed as a complete package! We suggest a multi-pass ticket to attend all 5 sessions.

Session 1 – Challenges and opportunities in the modern complaints management
Monday 26 October 12pm-1:30pm AEDT

Hear from a panel of senior leaders as they explore key challenges and opportunities in modern complaints management.

We are opening this year’s forum with leadership reflections on challenges and opportunities in modern complaints management. Setting the scene for the week, which will cover everything from AI to conflict, this panel discussion will tackle managing individual versus systemic outcomes, addressing evolving complainant expectations, and striking the right balance with new technologies.

Our panellists come from a range of backgrounds and will bring insights from agency, industry, and oversight perspectives.

Session 2 – Judgement in the Age of AI
Tuesday 27 October 12pm-1:30pm AEDT

Brad Twynham explores how leaders can strengthen rather than replace human judgement.

As AI becomes embedded in complaint handling, the challenge is no longer simply using intelligent systems, it is ensuring they strengthen rather than replace human judgement. In this practical keynote, Brad Twynham explores how leaders can balance efficiency with fairness, challenge AI rather than blindly trust it, and remain accountable for every decision. Participants will leave with a practical framework for improving decision quality in an increasingly AI-enabled world.

Session 3 – Harnessing AI and managing AI generated complaints
Wednesday October 12pm-1:30pm AEDT 

Hear insights from complaint handling leaders on working with Artificial Intelligence (AI).

Hear from leaders on the real impact of AI in their agencies. This session brings together case studies to explore how complaints agencies are harnessing AI to improve their processes and managing AI generated complaints.

Session 4 – Conflict as opportunity
Thursday 29 October 12pm-1:30pm AEDT 

Hear from Scott Dutton on how to transform complaints into connection.

This dynamic, engaging, and practical keynote brings energy (+ fun!) to a serious topic, reframing conflict as an opportunity to create clarity, connection, and constructive progress – rather than just problems to manage or contain.

Drawing on Conflict Intelligence®, the session provides a fresh and energising approach to conflict resolution, combining practical tools, real-world examples, interactive reflection and clear strategies participants can implement immediately.

Session 5 – Complex complainant conduct
Friday 30 October 12pm-1:30pm AEDT

Dr Joe McIntyre will examine the rise of deliberate high-risk behaviour, rooted in sovereign citizen and anti-government ideologies.

In this session we explore complex complainant conduct. Moving beyond traditional unreasonable complainant conduct, this session examines the rise of deliberate high-risk behaviour, rooted in sovereign citizen and anti-government ideologies.

Drawing on Dr McIntyre’s 5-step approach, this session will discuss how to mitigate the impact of these behaviours and uphold the integrity of complaints handling and other organisational processes.

Click on image to enlarge and see full session listing

About the Complaint Handling Forum

The 2026 Complaint Handling Forum brings together a range of expert speakers and complaint handling professionals to share insights, knowledge and practical experience.

The Forum is designed to explore emerging trends, showcase innovation and leadership, and demonstrate how organisations can build future-focused complaint handling systems.

This year’s theme is, ‘The Future is Now: AI, evolving expectations and fresh perspectives in complaint handling’.

Through discussions on artificial intelligence, changing community expectations, and contemporary approaches to complaint resolution, attendees will gain valuable insights into the future of complaint handling.

The Complaint Handling Forum will feature 5 engaging virtual lunchtime sessions offering diverse perspectives and forward-thinking strategies to help organisations prepare for the challenges and opportunities shaping complaint handling now and into the future.

Frequently Asked Questions

How do I buy tickets for the Complaint Handling Forum?
You can buy tickets via eventbrite.

What are the ticket options?
There are 2 ticket options for the Complaint Handling Forum.

Multi-pass tickets: The multi-pass ticket gives you access to all 5 sessions running throughout the Complaint Handling Forum. The multi-pass ticket is priced at $275 + booking fee.

Single Pass Ticket: The single pass ticket gives you access to the session/s of your choice, so you can purchase individual tickets for those sessions. The single pass ticket is priced at $75 + booking fee.

Who can attend the Complaint Handling Forum?
Anyone who works at any level in the complaint handling sector, or even just has an interest in best practice complaint handling can attend the Complaint Handling Forum.

Will the sessions be recorded?
No. None of the 5 sessions will be recorded. We invite attendance during the sessions to allow participants to ask questions.  Don’t miss out and buy a ticket to attend!

Is the event accessible?
Yes, the Complaint Handling Forum will be delivered virtually, so that anyone in Australia or internationally can attend. There will also be live captioning for every session.

Who can I contact for more information?
You can contact the Complaint Handling Forum team at chf@ombudsman.gov.au for any questions or enquiries.

Contact us

Have questions or would like to keep up to date with the Complaint Handling Forum?

Email: chf@ombudsman.gov.au

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