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Issue 27 - October 2016

FOS National Conference round-up


More than 470 people attended the FOS National Conference at the Melbourne Convention Centre in early September.

Attendees included FOS members, professional associations, regulators and consumer advocates, as well as FOS staff, ombudsmen, board members and panel members.

For the first time, FOS provided a mobile app to help attendees connect with FOS staff, schedule their day’s activities, find their way around the venue, view the program including speakers and presentation material, view the list of attendees and rate sessions. Some 290 attendees accessed the app.

The conference featured insights from consumer and industry representatives, FOS staff and FOS members. Many of the 42 speakers volunteered their time, for which we are extremely grateful.

The conference theme was Beyond the promise – a new resolve. The focus was on ways in which the sector can turn the promise of customer-centric service into actions.

The program was dedicated to new ways of working, and this was especially reflected in break-out sessions on lending to small business, general insurance and mental health, issues concerning SMSFs and gearing, and using conciliation for more effective dispute resolution.

Conference highlights included the keynote speech from consumer neuroscientist Katarina Kuehn, and the Great Debate, discussing the idea that FOS will be out of business in five years.