The second point I want to make is the importance of those professional organisations whose members have a strong interest in consumer affairs. SOCAP has a broad range of members, including ANZ officers, who have responsibility for customer complaints.
Other members include State and Federal public servants who deal with complaints from the community. A society such as this provides a forum which is mutually supportive of its membership.
You may ask why - when the focus is on the consumer - but that support is important: handling complaints can be a stressful occupation and being able to talk freely with others doing the same kind of work can be beneficial to all concerned. And indeed ultimately beneficial to our clients.
Thirdly, in my view there has never been a better time for suppliers of essential services to consumers to be focused on customer service and dealing effectively with service errors and complaints.
Those in organisations like ANZ with a customer interface and responsibility for putting things right or handling complaints and disputes have critically important jobs. And, of course opportunities.
It is not just service. Product design and development is also a good area where a keen interest is necessary. The focus needs to be on not just design features and saleability but also built-in quality so the chances of something going awry with the product is minimised.