By: Andrew Gunn & Finn Pethers-Boak

Duration: 38.21

The IFSO Scheme conducted a scan of 99 IFSO Scheme Participants websites, specifically to review their complaint information and processes.

They checked 33 Financial Advice Provider, 32 Insurer and 32 Lender websites and reviewed these websites against the Standard AS/NZS ISO10002 Customer satisfaction - Guidelines for complaints handling in organizations, the IFSO Scheme Terms of Reference and Constitution and the Office of Ombudsman guidelines for - Effective Complaint Handling.

The scan provides interesting data and findings how each sector presents complaint information and provides their online complaint services. The 30-minute webinar will delve into the data and provide our findings, conclusions, and recommendations to assist Participants provide a better website experience to customer - when they wish to complain.