Webinar - Thursday, 11 August 2022 - 10am to 11am

This AAC webinar session on Complaints Handling for Resolution - Avoiding the Pitfalls, will explore the reasons why a positive ethos towards complaints, and customers who complain, is important together with the logical steps to avoiding and addressing a complaint when it arises and what to expect in the event of escalation to the Regulator .

Learning Outcomes

You will learn:

•  how to identify those key areas that will improve your ability to get it right first time and avoid client complaints
• methods that will help you to prepare effective communication in response to complaints - find out how using the right tone of language and encouraging dialogue will aid resolution
• understanding of proper record keeping and what information to have in place for clear and structured responses
• knowledge of what to do in the event of a client complaint and available support to you and the client 
• knowledge and understanding of the complaints process - lodged with the ACC or an investigation commenced with the regulator
• Lessons Learnt - Case Study

Our legal professionals will provide an opportunity to ask questions of a general nature through the Q & A Box on the day.

NB: This is not free legal advice on specific situations, however information regarding best practice will be provided.

Assessment

At the conclusion of the Webinar, attendees will be required to successfully pass a short multiple choice Knowledge Quiz, before CPD points are awarded.This contributes to the professional standing of our members and the Association.

Event Details

To register

To register follow the instructions at the bottom of the page.

Make sure you've logged in for the AAC member rate.

Our speakers

Jane O'Neill           Shannon Blain

 Colin Biggers & Paisley Lawyers

Jane O'Neill is a Partner in the Insurance and Financial services team at Colin Biggers & Paisley Lawyers. 
Jane's practice extends to coverage and defence of claims, inquiries and investigations against a wide range of professionals, particularly those in the construction and financial services industries. She has extensive experience in: advising and acting in relation to investigations, inquiries and proceedings brought by ASIC and other government and statutory regulators; defending complaints made against financial firms (such as those in the financial advice, funds management, mortgage broker and insurance sectors) to the Australian Financial Complaints Authority; and acting for construction professionals such as architects, engineers and building certifiers in high quantum, multi-party construction disputes in the Supreme Court of NSW.

Jane has also advised leading domestic and London market insurers in relation to complex coverage issues arising under professional indemnity, investment managers and directors' and officers' liability policies.

In the 2020-2023 editions, Jane was recognised in The Best Lawyers in Australia as a leading insurance lawyer and in the 2023 edition, a leading construction and infrastructure lawyer. Jane is admitted to practice in the Supreme Court of Western Australia, New South Wales and the High Court of Australia. She joined Colin Biggers & Paisley in 2017.

Shannon Blain is a Senior Associate in the Insurance Team of Colin Biggers & Paisley Lawyers.  Shannon focuses on insurance litigation, with particular expertise in professional indemnity, including coverage disputes and large-scale construction, mining and engineering matters.

Shannon provides advice and manages litigation for a wide range of leading Australian insurers, the London market and various Australian cover holders and agents of the London market. He has also acted in the defence of claims against various professionals in the construction, mining, property and insolvency sectors, including on behalf of engineers, architects, project managers, private certifiers, valuers, real estate agents, accountants and receivers.

Shannon has advised insurers and insured persons of their rights and obligations under insurance policies in relation to property losses, professional indemnity, general liability and product liability policies. These analyses regularly involve consideration of complex contractual and tortious matters.

Shannon holds a Bachelor of Communication (Public Relations) in addition to his Bachelor of Laws. He was admitted to practice in the Supreme Court of NSW as well as the Federal Court and High Court of Australia in 2013. Shannon joined Colin Biggers & Paisley in 2014.

Registration Terms and Conditions
Payment
- Payment must be received prior to the seminar.
- Prices quoted include GST.

Cancellation policy
- Full amount will be refunded when registration is cancelled up to seven (7) working days prior to seminar.
- If no cancellation notice is received or cancellation is made less than seven (7) working days prior to seminar, no refund will be provided without a doctor's certificate.
Substitution registration is accepted however charges may apply.