CPD Library
You can browse the library below, or use the fields below to search by keyword and filter the results by topic, resource type or language.
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EDR: Complaints to AFCA
- 1 hrs
- Technical, Skills
Consumer Action Law Centre in conjunction with AFCA will present a practical workshop on making complaints to AFCA. The presenters have guided us through the full process from how and when to make a complaint, to drafting tips and things to look out for as well as what to do when you disagree with an AFCA decision.
- Published:
- Resource Type: CPD, Learning Materials
- Topics: EDR and Ombudsman Schemes
Centrelink Debts – putting together your review request
- 2 hrs
- 1 CPD points
In this session recording you will step through which pages of a response to a Freedom of Information (FoI) request are most likely to be useful, how to interpret the mainframe screen grabs, and how to interpret much of the paperwork likely to be returned in response to a Centrelink FoI request.
Also, presenter explained the essential components of a review request, and understand where that review request should be directed: Centrelink or the Administrative Appeals Tribunal (AAT).
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Casework Skills, Local Councils
Telephone Counselling Skills – Part 1
- 2 hrs
- 2 CPD points
- Skills, Ethics
The Telephone Counselling Skills e-learning part 1 has been developed for financial counsellors who assist clients over the phone as part of their work. This e-learning has provided participants with a framework to work effectively in providing assistance to clients over the phone and focus on effective strategies for managing challenging calls.
Learning outcome:
- The skills necessary for phone casework
- How to identify the different stages of a call and how to build the client relationship at each stage
- Strategies for managing challenging calls
- Strategies for self-care and reflective practice
- Published:
- Resource Type: CPD, e-Learning
- Topics: Telecommunications
COVID-19 updates for consumer advocates
- 2 hrs
- 1 CPD points
- Technical, Skills
This webinar was focused on consumer, credit and debt issues as they are emerging in the current pandemic. Learn about industry responses and legislative changes that affect our work during the pandemic, and hear about the key issues being identified by consumer advocates and financial counsellors during the pandemic in relation to loans and credit issues, bankruptcy and Part 9 agreements, insurance, telco, energy, as well as other products and services.
- Published:
- Resource Type: CPD, Session Recording
- Topics: Consumer Law, COVID-19, Credit Law
Small Business and Disaster
- 2 hrs
- 1 CPD points
- Technical, Skills
This session was focused on small business challenges in a disaster environment. A panel of experts have provided an overview on different types of supports available to small business affected by the bushfires and COVID-19 as well how FCs can best support those clients.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Disaster Recovery, Small Business Foundations
Bushfire Recovery Financial Counselling in a COVID environment
- 2 hrs
- 1 CPD points
- Technical, Skills
This session was focused on the psychological, social and financial impacts the bushfire crisis and COVID-19 pandemic are having on those affected. The presenter has explained key problems with insurance, family violence and financial abuse in a disaster context as well as appropriate referral pathways.
- Published:
- Resource Type: CPD, Session Recording
- Topics: COVID-19, Disaster Recovery