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GRC Professional : GRC Summer 2012
NON-FINANCIAL SERVICES STREAM How to have a dedicated complaints function Peter Kenny from AMP New Zealand shared insights into how he improved complaints handling at the financial services company, including the ability for call centre staff to give customers ex-gratia payments of up to $50. Anti-spam tips ACMA’s Julia Cornwell McKean made it clear that spam isn’t just a Nigerian scam issue but one that can impact large organisations. Tips included ensuring that your emails’ unsubscribe functions actually work. Compliance for not-for-profits The Heart Foundation’s Jeanette Scott shared her experience of implementing compliance policies at a not-for-profit organisation. Compliance training for call centre staff Willie Lewis from Telecom NZ shared his insights into the training that helps his organisation’s 3,000 frontline staff to meet their compliance obligations. “Make sure you don’t award salesperson of the month to someone who cuts corners in compliance.” Australian Privacy Law Reform Always controversial, Australian privacy laws are set to be overhauled in the coming months. Mark Hummerston from the Office of the Australian Information Commissioner provided an update. Anti-corruption developments Corruption has come into the spotlight with the new UK Anti-Bribery Act and the first international bribery charges in Australia. Tim Robinson from Allens Arthur Robinson provided his insights. David Squire honoured At the ACI Annual Awards dinner, ACI recognised the life and major contribution that David Squire made to the profession, to ACI and to the development of the Associate accreditation program, by perpetually naming the award the ‘David Squire Memorial Associate Graduate of the Year Award’. David was an ACI Board Member between 2002 and 2007 and was a member of the ACI Accreditation & Education Committee for 10 years from 2002 until his passing last year. 9
GRC Spring 2011
GRC Autumn 2012