8.30am Registration opens
9:00am Welcome by Susan Taylor – Financial Ombudsman & CEO
9:10am Opening remarks by Minister of Commerce and Consumer Affairs - The Hon Dr Duncan Webb
9.15am Keynote speaker – Tony Alexander – Sponsored by Avanti Finance
Tony will discuss the state of the economy heading into a general election, including the prospects for interest rates and housing now that inflation is fading, and the challenges facing NZ businesses amidst ongoing capacity issues.
10:15am Morning tea
10:35am What is “fair in all the circumstances?” As an Ombudsman and dispute resolution service, FSCL is required to deliver a fair process and outcomes to both parties to a complaint. Hear from AFCA Deputy Chief Ombudsman, Dr June Smith, about AFCA’s fairness jurisdiction project, the why, how, and what did it achieve, including time for questions at the end.
11.15am FSCL plenary session – “Shapeshift into a FSCL case manager” – a look at a complaint investigation through a case manager’s lens. What information does a case manager need? How does the case manager assess and balance that information to suggest a fair resolution?
12:35pm Vero / Asteron Life presentation from Margaret Reid - Manager, Customer Advocacy
Suncorp New Zealand
12:45pm Lunch – sponsored by Suncorp New Zealand
1.30pm Concurrent workshops
• specialist lender workshop
• specialist adviser workshop
2.45pm Afternoon tea
3.05pm Consumer panel discussion with Mary Holm (FSCL Board director), Jane Wrightson (Retirement Commissioner), Sophia Scragg (Senior Analyst, Research & Insights – FMA) and Andrew Mitchell (Salvation Army).
“The consumer experience of financial services – what does the future hold”? Recent research by the FMA into the consumer experience of the financial sector highlighted some concerns, including a lack of confidence about speaking to a financial services provider, and not knowing what to do if they were treated unfairly. Hear our panelists' insights, and visions for the future of the consumer experience, and ask them how providers can do better.
3.50pm Keynote speaker – Julia Grace – “Be kind to your mind”. Julia is a uniquely qualified communicator in the vital area of mental wellness and practical wellbeing. She shares openly and honestly using her personal journey with clinical anxiety and depression, combined with an education psychology focus all wrapped up in a whole lot of fun!
4:50pm Conference wrap-up - Jane Meares, FSCL Board Chair
5.00pm Cocktail hour – sponsored by Vegalend