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      Complaint Handling Forum

      The Commonwealth Ombudsman Complaint Handling Forum is back in 2024!

      This year we have expanded to a 5-part virtual forum running from Monday 21 to Friday 25 October 2024.

      All sessions will start at 12:00pm via Zoom.

      Session 1: Monday 21 October 2024: Iain Anderson, Commonwealth Ombudsman – Keynote address

      In a session targeted at all levels, hear the Commonwealth Ombudsman open this year’s forum and discuss his areas of focus in 2024.

      Session 2: Tuesday 22 October 2024: Panel Discussion – From tech to travel: How complaint agencies innovate to engage with the public

      This panel discussion will explore real examples of how agencies across industry are implementing innovative and engaging solutions to help build an understanding their services through the complaint continuum.

      Session 3: Wednesday 23 October 2024: Monique Richardson – Leading with impact: They serve like we lead

      Inspiring and empowering your team to build a culture of customer-focused service. In this session focused on leaders, Monique Richardson talks about how your leadership has the biggest impact on the customer experience.

      Session 4: Thursday 24 October 2024: Dr Annabel Chan – Taming the trolls: Handling online unreasonable behaviour

      This presentation by Dr Annabel Chan will unravel the complexities of online complaints and provide actionable strategies for keeping your cool and maintaining professionalism. Attendees will delve into the psychology behind common disruptive online behaviours and learn how to effectively boundary transgressions, offering practical tips to protect your personal and professional wellbeing.

      Session 5: Friday 25 October 2024: Dr Claire Naughtin, CSIRO Futures Thinking – Future impact: Global megatrends and the future of complaints handling

      Dr Claire Naughtin will deliver a session that draws on extensive research into global megatrends, developing a framework for participants to consider the impact on complaint handling in the future.

      Purchase tickets via Eventbrite here.