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On 26 September 2006, the Office of Insurance & Savings Ombudsman ("ISO") held its second conference "Best Practice" and the ISO Commission held its 12th Annual Meeting in Auckland, New Zealand.

The primary focus was on the theme of "Best Practice". We decided on the theme of "Best Practice", because we all constantly need to make sure we are providing customers and complainants with the best possible service.

We were pleased to have Nina Harding, Trevor Slater and Dr Grant Lester, as speakers from Australia.

Nina Harding, of Nina Harding Mediation Services, Australia, the keynote speaker, dealt with the Business Case for Better Complaints Handling. She also facilitated two workshops dealing with complaints handling.

Trevor Slater, National Relations Manager, Financial Industry Complaints Service, Australia, ran the pre-conference workshop on Monday, 25 September 2006, in which he focussed on avoiding, managing and resolving complaints. Trevor also facilitated a workshop at the conference.

Dr Lester, Director of Victorian Forensic Psychiatry Training Program Consultant Forensic Psychiatrist Institute of Forensic Mental Health, Australia, spoke about how best to deal with unreasonable complainants and querulent litigants.

They were joined by Daniel McLellan, Barrister, Shortland Chambers, Auckland, who dealt with terms in insurance policies requiring insureds to take reasonable care. Daniel's presentation was supported by the ISO team who looked at the application of reasonable care on a case by case basis.

Also speaking were David Russell, Chief Executive of Consumers' Institute New Zealand; Chris Ryan, Chief Executive Officer, Insurance Council of New Zealand; Vance Arkinstall, Chief Executive Officer Investment Savings and Insurance Association of NZ Inc; Claire Austin, Executive Director, Health Funds Association of NZ Inc; Rieny Marck, Chief Executive Officer, Lumley General Insurance (N.Z.) New Zealand Ltd; Sean Carroll, Managing Director, Asteron Life Limited; and David Drillien, Corporate Affairs Manager, Sovereign Assurance Company Limited.

The ISO would like to thank all of the speakers, together with our sponsors - Fidelity Life Assurance Company Ltd, ING Life (NZ) Ltd, Medical Insurance Society NZ Ltd, AMI Insurance Ltd, Asteron Life Ltd, CIGNA Life Assurance NZ Ltd, Lumley General Insurance (NZ) Ltd, EIG Ansvar Ltd, AMP Services (NZ) Ltd, Sovereign Assurance Company Ltd - for making the ISO Conference possible.

The ISO Conference was brought to a successful conclusion and the 12th Annual Meeting ("AM") of the ISO Commission was opened by Alison Timms, Chairperson, ISO Commission. Beverley Wakem, Ombudsman, presented at the AM on the role and functions of the New Zealand Ombudsmen under the Ombudsmen Act.

Pre-Conference Workshop - Resolving Complaints

Conference - Best Practice

Life & Savings Workshop

Fire & General and Health Workshop