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Professional Development

Free Seminar for Professional Indemnity Insurers

Effective Management of PI Disputes at FOS
FOS is holding a dedicated free seminar for Professional Indemnity Insurer claims staff, underwriters, their legal advisors and others interested in the process for resolving disputes at FOS where professional indemnity insurers are involved in investment disputes. 

The seminar offers the opportunity to meet with relevant senior managers at FOS and hear from FOS, a PI Insurer and a PI Insurance Lawyer about efficient and effective handling of these disputes. The seminar offers an opportunity to gain insight into improved management of PI claims where the dispute is at FOS.

The FOS session will be presented by:

  • Alison Maynard, Ombudsman Investments, Life Insurance and Superannuation
  • Michael Ridgway, General Manager Early Resolution
  • Alexandra Sidoti (Melbourne) and Melinda Cavalieri (Sydney) Conciliators


This session will cover procedures, roles and case studies including:

  • The Role of FOS
  • Terms of Reference and monetary limits
  • Calculation of loss
  • How PI Insurers participate in the FOS process
  • Common approaches to common problems – case studies
  • Statistics and data about these disputes.


The PI Insurer perspective on the issues will be provided by an industry representative and the lawyer’s perspective on representing PI insurers in their dealings with FOS will be presented by Maxine Tills, Special Counsel at Sparke Helmore.



Tuesday 8 November in Sydney or Wednesday 9 November in Melbourne



9.30am  - 1.30pm (morning tea & lunch provided)





Melbourne Conference & Training Centre 

Level 1, Olderfleet Building

477 Collins St, Melbourne, Vic


The Grace Hotel
77 York Street, Sydney NSW


To register for this event in Sydney or Melbourne click here.

If you have any questions please contact Claire Beattie at or 03 8623 2051.

FOS IDR Workshops

Resolving Customer Complaints Workshop
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.


About the program

Session One – Resolving Customer Complaints 1

Topics cover:

  • Dispute resolution skills
  • Matching to create rapport
  • The nature of conflict
  • Effective communication/understanding skills
  • The elements of a good experience
  • Dealing with high needs complainants
  • How to avoid, manage and resolve complaints


All participants will receive a workshop manual which contains further information on dispute resolution skills, a simple complaint handling process and a guide on where to find further information.


About the presenters

Nina Harding is a Harvard Law School trained mediator, LEADR Advanced Mediator and former Project Manager at the Centre for Dispute Resolution, London. Nina has:

  • Mediated numerous commercial, workplace and development disputes over 14 years. She has a particular interest in large multi-party public issue disputes
  • Trained hundreds of people in Australia and Asia Pacific in mediation and negotiation skills
  • Conducted postgraduate training courses at numerous universities including University of Sydney, La Trobe University and Hong Kong University.
  • Run in-house training for Australian Securities and Investments Commission (ASIC), State Forests, NSW Premier’s Department, Aboriginal Land Councils, KPMG, US Aid, United International Pictures and the Financial Industry Complaints Service.


Amie Cousins has worked as a member and then manager of the Financial Ombudsman Service Conciliation Team since January 2007.  Her team is responsible for conciliating complex disputes across a varied field, including financial planning, stockbroking, banking, insurance and managed investments.  Amie holds an Bachelor of Laws (with honours), a Bachelor of Arts (with honours) and a Masters in Conflict Resolution.  Amie is a nationally accredited mediator, and provides mediation training and coaching regularly within FOS and to the financial services industry.




Tuesday 15 November, 2011 in Surfers Paradise



9am to 5pm



Surfers Paradise Marriott Resort & Spa
158 Ferny Avenue, Surfers Paradise QLD 4217



$385.00 (per person, per session, including GST)


To register for this event click here

If you have any questions please contact Karen Driessen – Team Assistant, Communications at or call (03) 8623 2033.


Systemic Issues Online Training

Systemic Issues Management
To learn more about the FOS approach to Systemic Issues Management, access online training by clicking the following link: The Systemic Issues Management Process is used by FOS for handling the identification and resolution of Systemic Issues as required by its obligations to the Australian Securities and Investments Commission.

By completing this online training, participants should be able to:

  • provide an overview of Systemic Issues and their impacts
  • explain the purpose of the Systemic Issues Management process
  • understand how the FOS Systemic Issues Management process can help businesses with their risk management framework


CPD points are available upon completion.