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Telephony System Upgrade - Update

As we outlined in the last edition of The Circular, FOS is currently upgrading its telephony system. The upgrade includes a move to Interactive Voice Response (IVR) technology, streamlining our call-handling processes and increasing staff training.

The IVR system is an automated answering system that uses a recorded voice and interactive menus for our membership line (1300 56 55 62) and consumer line (1300 78 08 08).

A successful trial of the technology has been finalised and we have every confidence that it will be fully operational by the end of the first quarter next year.

Staff training and development in the new system and general call-handling skills is progressing well, and FOS policy outlining, among other elements, a quality assessment framework, will be finalised prior to the system going live.

Once the new system is in place, callers to FOS can expect to have their calls answered more quickly and consistently and transferred to the appropriate person in FOS more efficiently.

We are expecting a smooth transition, but we ask for your patience should any teething problems arise.

Knowledge Management Strategy - Update

FOS is currently rolling out a best-practice Knowledge Management Strategy that will enable us to fully capitalise on our intellectual assets. Our employees will have the benefit of having access to the resources they need to do the best job they can, and our members and stakeholders will benefit from the increased quality of FOS’s work and a reduction in dispute resolution times. 

The strategy is improving the way knowledge is passed throughout the organisation. It involves capturing the expertise of our employees, as well as the information stored across FOS, and making it accessible to our whole team.  

Several projects have been completed this year, while ongoing projects include: 

  • the review and cataloguing of FOS’s physical and subscription resources
  • the restructure of our computer network
  • implementation of an organisation-wide document management system.

2012 FOS National Conference - Save The Date

The 2012 FOS National Conference will run for two days from Tuesday 16 October 2012 at the Melbourne Convention and Exhibition Centre.  

The conference offers individuals the opportunity to hear from and talk to FOS Ombudsmen and other senior FOS staff, as well as industry experts and other dispute resolution professionals. 

We are currently developing the National Conference program and speaker line up. Please save
16 and 17 October 2012 in your calendar and we will be in touch in the first quarter of next year to let you know all the details, including how to register.

If you have any questions about the conference, please email

We look forward to seeing you next October at the 2012 FOS National Conference.