1. Let’s Talk About It: Conciliation Conferences Amie Cousins – June 2011

2. Independent FOS Conciliator convenes the conversation Parties determine the outcome Issues are identified and discussed Information is provided about the FOS process, other outcomes, relevant industry practice and law, but no decision is made Confidential Teleconference Voluntary in some areas, required in others How Does It Work?

3. High resolution rate Higher satisfaction for both parties Tailored outcomes Cheaper/faster Opportunity to reality test Chance to explain your view Opportunity for compromise/creative solutions Minimise time spent on submissions Worst case scenario – two hours spent Why Conciliate?

4. It’s too complex There are too many issues The claim amount’s too high The dispute has no merit We’ve already put our position to them The parties are too far apart But What About…

5. Is It Effective? Time period: March 2010 – March 2011 Some disputes remain in negotiation, rates may rise DISPUTE TYPE INVESTMENTS, LIFE INSURANCE, SUPER FINANCIAL DIFFICULTY LPPI – FINANCIAL DIFFICULTY LPPI - OTHER RESOLUTION RATE 78%63%80%75%

6. Negotiations have broken down Longstanding or continuing relationship Grey areas around outcome Information not available or not supplied Service issues are involved A quick settlement is required/advantageous An explanation may help Difficult to understand other party’s point of view Identifying Suitable Disputes

7. Review the material in advance Have authority (or access if necessary) Have the right people in the room (authority, expertise, approach) Consider how you might put your view (even if you’re not making an offer) in a way that will resonate Set aside the time you need If you have questions or need material in advance, ask! Getting The Most Out Of Conciliation

8. Demonstration

9. Questions?