A tour to the beautiful Yarra Valley, northeast of Melbourne and Healesville Sanctuary, a bushland haven for Australian wildlife and the best place in Victoria to see and interact with native Australian wildlife.
The INFO 2017 welcome reception will be held on the 25 floor of The Langham. The Alto room has a wonderful view of Melbourne city, Melbourne's Yarra River, Federation Square and the historic Flinders Street Station.
Networking and registration
Our acknowledgement of the traditional owners and custodians of the land on which we meet today, the Wurundjeri people of the Kulin Nation.
INFO Network Chair, Doug Melville, will welcome everyone on behalf of the INFO Network Committee.
On behalf of the hosts of INFO 2017, Chief Ombudsman of FOS Australia, Shane Tregillis will welcome everyone to Melbourne, the INFO Network 2017 Conference and set the scene for next 3 days.
Introduced by the chair of day one, Dr June Smith, FOS Australia Lead Ombudsman Investments and Advice, the morning will begin with video postcards from INFO Network members.
An interactive session that will explore behaviour patterns and how the brain reacts during times of stress and conflict. As dispute resolution schemes, what do we need to know about how the brain works to help us better communicate and successfully resolve problems? We will then discuss neuro strategies to increase effective communication.
A mix of group discussion and case study work focussing on the recent trends and developments in Banking/Credit, Insurance and Investments/Pensions. Each breakout stream will discuss and explore current key challenges facing schemes in the different sectors.
This interactive session will be a collective look at planning and responding appropriately to significant events. Significant Event Response Plans ensure the efficient and effective response to significant external events that could result in an increase in potential disputes. Such events may include natural disasters, business continuity, FSPs entering external administration, remediation programs or an investment scheme collapse. In this session, significant event working groups will work together to coordinate a response to a simulated event.
The chair of day one, Dr June Smith, will summarise the key highlights from day one and communicate the next morning's schedule.
The evening of INFO 2017 day one will be a free evening for delegates. Optional, informal social options will be available through FOS Australia representatives on Melbourne's hidden secrets.
The Annual General Meeting of the INFO Network - Members only
The chair of day two, Philip Field - Lead Ombudsman of Banking and Finance, FOS Australia will welcome everyone to day two and introduce the INFO Network video postcards.
An insightful and entertaining presentation on the key trends shaping our world, changing consumer and business expectations, what this means for dispute resolution and what we need to adapt to in the next 10 years.
A 10 minute tech break where delegates can check and respond to emails.
What can we learn from the experiences of organisations that share our fundamental principles and common challenges? The impact of changing consumer expectations, emergence of disruptive technology and new business models is not confined to financial services. Similar trends can be seen in other sectors such as telecommunications, energy and water markets. These trends are also affecting the way in which governments conceptualise and undertake their roles. A panel of ombudsmen from outside the financial services sector will share key views on what they are doing to adapt to the key challenges they are facing in their respective areas.
This session will focus on the implementation of the INFO Network core principles; independence, accessibility, effectiveness, clarity of scope and jurisdiction, fairness, transparency and accountability. Many schemes will undertake some sort of review process during their life, whether it be for purpose of gaining funding or other support for their operation, as part of their accountability mechanisms, or for their own internal benchmarking purposes. This session will explore the value of the INFO Network core principles in such a process.
A consumer perspective. One of the key features in the development of Australian Ombudsman schemes has been the very active role played by a well organised consumer sector through a variety of consumer advocacy and assistance organisations. They have been longstanding advocates of the importance of access to alternative dispute resolution in financial services and other sectors, are involved as directors on the Boards of a number of schemes and play a strong advocacy role on consumer and dispute resolution issues. In this session, we will hear the consumer’s point of view on how ombudsman schemes measure up to emerging consumer expectations and how this knowledge can inform the way we shape our services and outreach in the future.
A panel session to explore how schemes can achieve both high quality outcomes and efficient dispute resolution. A key challenge for many schemes is how to improve the time taken to resolve disputes without compromising a strong focus on quality of outcomes.
The chair of day two, Philip Field, will summarise the key highlights from the day and communicate the evening and next morning's schedule.
Join us for the 2017 INFO Network Gala dinner. 6.30pm we will assemble in The Langham ground floor lobby. 7.00pm - 10.00pm Dinner
The chair of day three, John Price- Lead Ombudsman of General Insurance, FOS Australia will welcome everyone to day three and introduce the INFO Network video postcards
This interactive and progressive (table) group session, is a gathering of small conversations used to harness the knowledge of conference participants on the challenges we all face making our schemes as accessible as possible. Tables will host 3 different conversations based on a designated accessibility ‘theme’ for the table. The themes will reflect specific situations related to delivering inclusive and accessible dispute resolution services.
Delivering a more accessible service. Table hosts from the morning’s accessibility insight exchange, will report and share their findings from the morning’s conversations.
Each breakout stream will discuss and explore, by means of case studies (and the issues surrounding them) some of the current issues and challenges involved in dealing with vulnerable and disadvantaged consumers. Members will choose from the following breakout streams 1. Banking/Credit 2. Insurance 3. Investments/Pensions
Using adaptive technologies to close the access and justice gap. Technologies including “robo” lawyers ( and other professionals ) and developments in artificial intelligence and machine learning , promise a lot when it comes to the future of dispute resolution and access to justice. Are the promises around new technologies realistic? What do we need to do to prepare for the next IT revolution coming in the next 10 years, and how can we harness technological innovation to improve what we do?
A short tech break in between session for attendees to check and respond to emails
A light hearted way to explore some serious issues, our affirmative and negative teams will be debating the statement: • In 2027 we will all be Om-bots
The chair of day three, John Price will summarise the days key findings and introduce the INFO 2018 hosts.
Launch of INFO 2018, a closing address from the INFO Network Chair Doug Melville and farewell from Shane Tregillis, Chief Ombudsman of FOS Australia