Your internal complaints process is an important way of ensuring you respond to customer concerns and demonstrate fair conduct. It’s also an opportunity to engage with your customers to enhance customer satisfaction and loyalty. 

Katie de Roo, Resolution Specialist at Empowered Complaints Management will share current research insights into financial services dispute resolution, including issues impacting consumer participation. Each insight will be followed by practical tips and suggestions to enhance your complaints process and complaints handling. 

Katie is an experienced dispute resolution practitioner with over 10 years’ experience investigating and resolving consumer disputes, including at Ombudsman schemes in Australia and New Zealand. She has specialist expertise in financial services disputes.

If you register early, you will be sent an email with a link directly to the webinar. 

Complimentary for members | $50+gst for non-members 

Earn 1 CPD hour – CPD certificates for members will be sent via email within 10 working days after the webinar. If you are not a member and would like a Certificate of Attendance, please indicate on the webinar registration page. If you’re using our online LMS, certificates can be accessed within the platform and will not be emailed.