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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

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