Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Philip Field
Lead Customer Advocate, Former Lead Ombudsman Telstra, Australian Financial Complaints AuthorityConference Day One: Tuesday, 12th November 2019
9:50 AM Telstra Case Study: Maximizing Standards of Responsible Practice and Minimising Risk to Ensure the Safety of Vulnerable Customers
Community expectations and regulatory changes have created impetus for customer protection and maintaining responsible conduct. This has further led to numerous initiatives aimed at restoring trust and ensuring the safety of vulnerable customers. In this session, Philip shares his experiences as the inaugural Customer Advocate at Telstra to improve customer protection. Specifically, he shares how to drive deeper understanding of the unique requirements of vulnerable customers to protect them from financial harm.
Key Themes:
- Recognising customers with unique needs and assess potential impact of their heightened exposure to risk of fraud and financial abuse
- Build trust and confidence through an effective complaint handling system to resolve disputes
- Ensuring robust systems and procedures are in place to identify, inform and support vulnerable customers to maintain standards of responsible practice and minimise risk
Confirmed Speaker:
Check out the incredible speaker line-up to see who will be joining Philip.
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