SOCAP Australia
Melanie Lawrie GAICD is an experienced professional in dispute resolution and customer service management, currently serving as President of SOCAP Australia since November 2022, after initially joining the Board in 2019. With a background at AGL Australia, Melanie managed the Dispute Resolution business and served as Performance Manager for Customer Escalations, enhancing operational performance and governance. Previous roles at ANZ included Project Risk Manager and Internal Dispute Resolution Operations Manager, where significant transformations in complaint resolution were achieved. Melanie holds multiple diplomas in project management, leadership, and human resources, as well as a Graduate Company Directors Course certification from the Australian Institute of Company Directors and a short course from Yale University on well-being.
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SOCAP Australia
The Society of Consumer Affairs Professionals Australia (SOCAP Australia) represents a thriving community of 1000+ influential consumer professionals, who view professional complaint management not only as a competitive advantage in business, but also as simply the right thing to do. Perhaps you’ve experienced when a customer contacts you to complain, and it’s the last thing you really feel like tackling in your day? We provide members with tools, networks, information and resources to manage complaints more easily, efficiently and effectively ensuring value to the organisation as a whole. Perhaps you’ve heard of the service recovery paradox? If yes, you’ll know many organisations fear complaints and the associated costs of managing complaints, yet good management of complaints actually leads to increased customer retention and satisfaction, increased lifetime value of a customer, increased advocacy and operational efficiencies – not to mention, keeping you in the good books with any regulators. SOCAP Australia supports members by providing: • Professional development through a curriculum of specific training workshops and major events • Avenues for the exchange of information and ideas by linking together a network of like-minded consumer professionals from Australia’s leading brands and organisations • Regulatory updates, insights and access to latest research via our e-news and our quarterly industry publication Consumer Directions • Member only pricing and discounts, along with a broad range of membership categories from individuals to large corporate teams • Thought leadership by contributing to the Standards which provide direction to for industry. In fact we assisted with the rewrite of the Australian Standard for Complaint Handling which is known as the “go to” complaint handling guide for successful organisations in Australia