Financial Services Ombudsmen – Never More Needed

Programme for Dublin Conference in June 2009

Wednesday 24 June 2009
11.00 – 13.00	Network Committee meet in Financial Services Ombudsman office
18.00 – 20.00	Welcome Reception in National Gallery

Thursday 25 June 2009

8:30

Registration

9:15

Opening Remarks by J Meade Financial Services Ombudsman Ireland
View Presentation

9:30

Address by Ireland’s Minister for Finance (B Lenihan,TD)
View Presentation

9:45 – 10:30

Financial Services Regulatory Issues World-Wide - D Gleeson (Chair AIB Group)
View Presentation 1 View Presentation 2

10:30 – 11:00

Tea/Coffee

11.00 – 11:45

Financial Regulator & Ombudsman co-operation and Regulatory issues
(M O'Dea Acting Chief Executive Financial Regulator IRL, View Presentation
D Thomas UK Financial Ombudsman Service View Presentation)

11:45 – 12:45

Break-Out sessions

Joined-Up Ombudsman Schemes

Speakers
Australia (C. Neave)
View Presentation
IRL (D. Byrne)
View Presentation

Topic:
Initial Start-Up
Systems problems
Staff issues

Investments by the Elderly

Speakers
IRL (G. Murphy)
View Presentation
UK (C. Mitchell)
View Presentation
N Zealand (L. Brown)
View Presentation

Topic:
What type of complaints?
How dealt with?
Industries' response to findings

12:45 – 14.00

Lunch

14.00 – 14:45

Complaints World-Wide as viewed by Financial Service Providers
(Senan Murphy, Chief Operating Officer and Group Finance Director)
View Presentation

14:45 – 15:30

Break-Out sessions

Statutory v Private

Speakers
J. Furlan (Australia)
View Presentation
M. Van Schalkwyk (SA)
View Presentation
I. Luukkonen (Finland)
View Presentation

Topic:
Benefits of Both
Which is best
Practical issues

Media

Speakers
S. O’Rourke (IRL)
View Presentation
Ml Arnold (Aus)
View Presentation
Clive Pillay (SA)
View Presentation

Topic:
What Media expects
Name and Shame
What are the downsides

Organisational Issues

Speakers
W. Merricks (UK)
View Presentation
L. Hattix (USA)
View Presentation
C. Pemberton (IRL)
View Presentation

Topic:
How to motivate staff
How to retain staff
Practical issues

15:30- 16.00

Tea/Coffee

16:00- 16.45

Changed landscape for financial service providers, consumers and Ombudsmen - what next
(Dr. R. Kinsella, Ireland)
View Presentation

16.45 – 17.30

Annual Business Meeting of the International Network of Financial Ombudsman Schemes

19.30

Pre-Dinner Reception

20.00

Dinner

Friday 26 June 2009

9:15 - 10:15

Break-Out session. Current Issues for Ombudsmen

Banking Speakers Denmark (S. Nielsen) View Presentation Botswana (G. Maotwanyane) View Presentation Italy (C. Conti) View Presentation	Insurance Speakers IRL (C. Gill) View Presentation New Zealand (K Stevens) View Presentation Sth Africa (B. Galgut) View Presentation	Investments Speakers IRL (M. R. McGovern) View Presentation Canada (R. Paddick) View Presentation
Topics - Three major issues, how addressed, follow up by industry and Regulators

10:20 - 11:00

Break-Out session.

Impact of Ombudsmen

Speakers
IRL (E. Timmins Age Action )
View Presentation
IRL (P. Kenny Pensions Ombudsman)
View Presentation
Sth Africa (Charles Pillai)
View Presentation

Topic:
How measured
How others see us
What achieved

Systemic Issues

Speakers
Australia (P. Field)
View Presentation
France (F. Frizon)
View Presentation
IRL (J. Meade)
View Presentation

Topic:
Issues identified
How resolved
International Co-operation

Schemes Quality Review

Speakers
IRL (H. O’Flaherty)
View Presentation
UK( M. Harris)
View Presentation
SWISS (L. Nabholz-Haidegger)
View Presentation

Topic:
What was done
Benefits of review
Changes made

11:00 – 11:30

Tea/ Coffee

11.30 – 12.15

Round Table Discussion - Appeals to the Court

12.30 – 12:45

EU Commissioner C McCreevy on current developments in consumer and financial areas
View Presentation

12:45 – 13.15

Round Table Discussion - Recent Developments

13.15 – 13:30

Conference Overview by Walter Merricks, Chairperson International Network of Financial Services Ombudsman Schemes

13:30

Preview of INFO 2010 South Africa

13:35

Closing Comments by Joe Meade
View Presentation

13:40

Lunch

Online Registration

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Online Gallery

Online Gallery is now available [More]

International Network of Financial Services Ombudsman Schemes Conference 2009,
Conference Co-ordinator, Abbey Conference & Corporate, City Gate, 22 Bridge Street Lower, Dublin 8, Ireland.
Ph +353 1 6486130 Fax +353 1 6486197 Email infodublin2009@abbey.ie