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Professional Development

User guide to FOS process
On-line learning: dispute resolution process
Videos: behaviour skills
FOS workshop: Excellence in dispute resolution

We have a number of options available for further training for your team on effective internal dispute resolution (IDR) and external dispute resolution (EDR). We have set out below the products FOS can offer you. We hope they are suitable but we are happy to talk further if you have a particular need in mind.

User guide to FOS process

On our website, you will find a 2 page user guide to our dispute resolution process which can be downloaded and printed as a ready reference.


You can access the user guide here:

On-line learning: dispute resolution process

Also on our website, we have 3 on-line learning sessions which take you through key aspects of our dispute resolution process.


Session 1 is a very quick overview of FOS.
Session 2 is about Registration and Acceptance
Session 3 is about Case Management and Outcomes


Session 1 takes about 20 minutes and sessions 2 and 3 take about 30 minutes each.


There is no charge for using the sessions.


You can access the on-line learning sessions here:

Videos: behavioural skills

For easy to digest information about the soft skills of dispute resolution, a number of our members make use of the on-line courses offered by an external organisation: Frontline Complaints available at:


These modules include:

  • Complaint Handling Fundamentals
  • Dealing with Challenging Customer Behaviour
  • Financial Hardship
  • Building Rapport with Customers
  • Saying No Nicely


There is a charge to access this information.

FOS excellence in dispute resolution workshop

In response to FOS members’ feedback and requests, we have developed a new professional development programme focussed on supporting excellence in resolving disputes at IDR and EDR.
Members asked for more information about the characteristics of the most effective IDR and EDR we are seeing and practical information to enhance the delivery of dispute resolution services.
We have developed a programme which has a number of modules aimed at building good working relationships with our members by providing some insight and discussion about:

  • FOS and members
  • The dispute resolution process
  • How FOS is funded
  • Excellence in IDR
  • Systemic issues and serious misconduct
  • Important steps in the process for achieving a resolution
  • Fundamentals of negotiation
  • Professional dispute resolution behaviours
  • Principles for communicating a decision
  • The skill set we look for in a dispute resolver (as opposed to a complaint handler)
  • What to do to respond to a FOS dispute 


Our presentation can be tailored to:

  • include those modules which best suit a member’s business needs
  • spend more time on areas of particular interest
  • provide snapshots only


The key issues for us to correctly tailor our presentation are to know:

  • who will be attending and
  • how long they have - the minimum time is 3 hours, the maximum is an all day session.


There is no cost to a FOS member except to provide the venue.
If you would like to arrange a session for your chosen audience, please contact Karen Driessen at or phone (03) 8623 2033.