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ASFA Learning (RTO ID 90755) is a leading provider of superannuation courses and learning solutions.
Date & Time: Wednesday 1 December - 1:00pm-3:00pm
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With RG 271 Internal dispute resolution coming into effect on 5 October 2021, ASIC requires staff who deal with complaints to have the knowledge, skills and attributes to effectively perform their roles. ASFA’s brand-new RG 271 Member-Focused Complaints Handling program, delivered in conjunction with the industry’s most regarded and respected complaints specialists, Jocelyn Furlan (former Chair of the SCT) and Pam McAlister (AFCA), makes it easy to meet your RG 271 obligations and get exactly the right technical and skills-based training for you or your staff to fairly and effectively handle member complaints.
RG 271 Member-Focused Complaints Handling program is delivered in a blended format featuring an interactive online e-Learning module covering the theory and legislative requirements of RG 271, together with an engaging 2-hour workshop that ‘goes beyond the technical’ to provide practical guidance and tips, including active listening and effective communication, tips for identifying vulnerable complainants and dealing with conflict, as well as opportunities to practice the learnings in small break out groups. A final online quiz confirms staff understanding of the learnings from the program.
Principal, FM Super Resolutions
Jocelyn has partnered with Pamela McAlister to create FM Super Resolutions, a consultancy focused on assisting superannuation funds to achieve best practice in complaints resolution.
Jocelyn was the Chairperson of the Superannuation Complaints Tribunal for eight years until March 2015 and a Part-time Member until December 2020.
Jocelyn holds law and commerce degrees and has worked in superannuation and financial services dispute resolution for in excess of 30 years. She was the inaugural company secretary of VicSuper, Compliance Manager at legalsuper and responsible for dispute resolution at the Victorian Superannuation Fund.
Jocelyn is a graduate of the Australian Institute of Company Directors and sits on a number of Boards, including Aware Super.
Principal, FM Super Resolutions
Pam has partnered with Jocelyn Furlan to create FM Super Resolutions, a consultancy focused on assisting superannuation funds to achieve best practice in complaints resolution. She is an experienced financial services lawyer and governance specialist, with particular expertise in superannuation law and practice, trust law, regulation and dispute resolution.
Pam is also an AFCA Panel Member and was a Part time Member of the Superannuation Complaints Tribunal (SCT) until December 2020. She was previously the inaugural Superannuation Ombudsman for AFCA and helped to develop its superannuation jurisdiction as a successor to the SCT. She has worked in private practice as a lawyer, as a senior executive with ASIC and as general counsel with a financial services organisation. She has been a trustee director of three superannuation funds (including as Chair) and a member of the SCT’s advisory board.
Pam has also chaired the Superannuation Committee of the Law Council of Australia, been general editor of the Australian Superannuation Law Bulletin and lectured in superannuation, trusts and administrative law for several tertiary institutions.
This course will suit all staff within superannuation funds or service providers to the superannuation industry as per ASIC’s RG 271 requirement of “providing training to all staff, not just complaints management staff, about the IDR process” (RG 271.132). It is especially designed for:
Upon successful completion of the RG 271 Member-Focused Complaints Handling program you will receive an ASFA Certificate of Completion.
You will have access to the online components of the program for 3 months, with the estimated time commitment to complete the whole program approximately three hours.
1 December 2021
21 January 2022
21 February 2022
3 Continuing Professional Development (CPD) points for members of ASFA’s Professional Accreditation Program.
For all enquiries, contact ASFA Learning.
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