Event updates

Speakers

Dr June Smith

Dr. June Smith

Lead Ombudsman Investments and Advice, FOS Australia

Alan Kirkland

CEO, CHOICE

Deanne Wood

Deanne Wood

The Ombudsman for Short Term Insurance – South Africa

Caroline Wayman

Chief Ombudsman, Financial Ombudsman Service United Kingdom

Program

  • 10:00 - 16:00

    Welcome to Melbourne tour

    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.

  • 18:30 - 20:30

    Welcome reception

    The INFO 2017 Welcome Reception will be held on the 25th 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.

  • 08:00 - 09:00

    INFO Network Annual General Meeting (AGM)

    The Annual General Meeting (AGM) of Members of the International Network of Financial Services Ombudsman Schemes (INFO Network). Members only.

  • 09:00 - 09:15
    Philip Field

    Postcards

    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.

    Speakers:
    Philip Field

    Philip Field

  • 09:15 - 10:15
    Dr Stefen Hajkowicz

    Mega trends - Adapting to change

    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.

    Speakers:
    Dr Stefen Hajkowicz

    Dr Stefan Hajkowicz

  • 10:15 - 10:25

    Tech Break

    A 10 minute tech break where delegates can check and respond to emails.

  • 10:25 - 11:25
    Judi Jones
    Philip Field
    John McMillan

    Building on shared values

    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.

    Speakers:
    Judi Jones

    Judi Jones

    Philip Field

    Philip Field

    John McMillan

    Professor John McMillan AO

  • 11:25 - 11.55

    Morning tea and tech break

  • 11:55 - 13.10
    Deanne Wood
    Douglas Melville

    Quality and efficiency

    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.

    Speakers:

    Caroline Wayman

    Deanne Wood

    Deanne Wood

    Douglas Melville

    Douglas Melville

    Piruz Sargsyan

  • 13.10 - 14.10

    Lunch

  • 14:10 - 15:15
    Fiona Guthrie
    Peter Kell

    Fair, open, simple accessible: How do we measure up?

    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.

    Speakers:

    Alan Kirkland

    Delia Rickard

    Fiona Guthrie

    Fiona Guthrie AM

    Gerard Brody

    Peter Kell

    Peter Kell

  • 15:15 - 15:45

    Afternoon tea and tech break

  • 15:45 - 16:00
    Philip Field

    Daily wrap up

    The chair of day two, Philip Field, will summarise the key highlights from the day and communicate the evening and next morning's schedule.

    Speakers:
    Philip Field

    Philip Field

  • 18:30 - 22:00

    INFO 2017 Gala dinner

    Join us for the 2017 INFO Network Gala dinner. 6.30pm we will assemble in The Langham ground floor lobby before our 7.00pm - 10.00pm dinner held at the historical Melbourne Cricket Ground (MCG)

  • 08:30 - 09:00

    Networking arrival

  • 09:00 - 09:15
    John Price

    Postcards

    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

    Speakers:
    John Price

    John Price

  • 09:15 - 10:30
    Alison Morrow
    Brett de Hoedt

    Accessibility insight exchange

    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.

    Speakers:
    Alison Morrow

    Alison Morrow

    Brett de Hoedt

    Brett de Hoedt

  • 10:30 - 11:00

    Morning tea and tech break

  • 11:00 - 11:40
    Alison Morrow
    Brett de Hoedt

    Accessibility insight findings

    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.

    Speakers:
    Alison Morrow

    Alison Morrow

    Brett de Hoedt

    Brett de Hoedt

  • 11:40 - 13:10
    Alexia Fink
    Anna Mandoki
    John Fisher
    Liz O'Brien
    Mannie Edwards
    Tim Goss

    Vulnerable and disadvantaged consumers breakout: 1. Remote communities 2. Financial Difficulty 3. Family Violence

    An interactive and knowledge sharing session, each breakout stream will discuss and explore, by means of case studies and the issues surrounding them, some of the current challenges and approaches involved in dealing with vulnerable and disadvantaged consumers. You will choose from: 1. Remote communities 2. Financial difficulty 3. Family violence

    Speakers:
    Alexia Fink

    Alexia Fink

    Anna Mandoki

    Anna Mandoki

    John Fisher

    John Fisher

    Liz O'Brien

    Liz O’Brien

    Mannie Edwards

    Mannie Edwards

    Tim Goss

    Tim Goss

  • 13:10 - 14:10

    Lunch

  • 14:10 - 15:00

    Innovation in dispute resolution - the next ten years

    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?

  • 15:00 - 15:10

    Tech break

    A short tech break in between session for attendees to check and respond to emails.

  • 15:10 - 15:30
    Dr June Smith
    John Price
    Philip Field

    Quiz - celebrating your time in Australia

    A light-hearted way to explore and celebrate your time in Australia as well as test some of your INFO Network knowledge.

    Speakers:
    Dr June Smith

    Dr. June Smith

    John Price

    John Price

    Philip Field

    Philip Field

  • 15:30 - 16:30
    Douglas Melville
    Shane Tregillis

    Farewell and afternoon tea

    Launch of INFO 2018, a closing address from the INFO Network Chair Doug Melville and farewell from Shane Tregillis, Chief Ombudsman of FOS Australia.

    Speakers:
    Douglas Melville

    Douglas Melville

    Shane Tregillis

    Shane Tregillis

Venue

  • The Langham Hotel
    1 Southgate Ave, Southbank
    Melbourne, Victoria 3006, Australia

    To book your stay at the Langham, click here.
  • +61386968888
  • tlmel.info@langhamhotels.com
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