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Upcoming events


An update on the FOS National Conference 2014 and a summary of events coming up over the next few months including the External Dispute Resolution (EDR) Forum in Sydney, General Insurance Open Forums, and Internal Dispute Resolution (IDR) Workshops.

FOS National Conference October 2014

The 2012 FOS National Conference was a great success and a fantastic opportunity for us all to share our expertise and build relationships. We have made a commitment to hold the FOS conference on a biannual basis – every second October – so we look forward to seeing you again in October 2014.

We received a lot of great feedback from those who attended the FOS National Conference last year. We heard that you appreciated the opportunity to meet and talk with FOS staff and that the case studies and small interactive sessions were very valuable. 

Remember that we organise or attend hundreds of events every year to educate our stakeholders about FOS, learn about their needs, and contribute to policy discussions. Please check our events calendar regularly for updates about our events:

If you have any questions or suggestions about the FOS National Conference, please talk to a FOS representative at any of our events or contact Claire Beattie on 03 8623 2051 or

External Dispute Resolution (EDR) Forum – Sydney NSW

The 2013 EDR Forum will be held on Thursday 23 May at Four Points by Sheraton, Darling Harbour. The EDR Forum has become an integral part of the calendar for many community sector representatives.

The EDR Forum allows FOS and other external dispute resolution schemes to engage with consumer advocates such as financial counsellors, consumer lawyers and other community sector workers. The forum is a great opportunity for participating EDR schemes to demonstrate how we can help, and to encourage consumer advocates to access EDR armed with the correct information.

The program this year includes sessions such as:

  • ‘Ombudsman speed dating’ – getting up-close and personal with the Ombudsmen.
  • ‘Case by case’ – using de-identified case studies to show how EDR schemes handle disputes (including financial difficulty and general insurance cases).
  • ‘Negotiation toolkit’ – getting to “yes”.
  • ‘Unlocking the codes’ – how the relevant codes of industry practice apply to EDR.

Unlocking the Codes
This session will focus on how you can use the relevant codes of practice to your advantage in day-to-day connections with clients. Attendees at this breakout session will walk away with new skills for approaching matters from the Telecommunications Consumer Protections Code, The Banking Code and the General Insurance Code. Learn practical tools within the codes for complaint handling, debt collection guidelines, financial difficulty, responsible lending, internal dispute resolution, spend control, access and provision of information, and billing and payments.


For more information on the EDR Forum, please click here.

General Insurance Open Forums

We host a series of open forums every year that bring together people involved in the general insurance industry to discuss FOS Determinations and share insights. The forums are always well-attended, and members enjoy the opportunity to submit topics and individual FOS Determinations for discussion. They also enjoy the opportunity to ask questions of the FOS Panel on the day.

For more information on upcoming GI Forums in your city go to

The next General Insurance Forum will be held in Brisbane on 17 May.

Internal Dispute Resolution (IDR) Workshops

FOS, in conjunction with Nina Harding Mediation Services, is running a training program designed to provide customer-facing staff with enhanced skills for managing complaints.

To read more about why you should attend one of the workshops, please read the article Best practice dispute resolution in this edition of the Circular, visit or click here