One of Jane’s favourite quotes by Reba McEntire is “To succeed in life, you need three things: a wishbone, a backbone and a funny bone.” This is certainly true of her contribution to standards and Standards Australia.
Jane’s 30 years’ experience in customer service and complaint management, and her senior executive experience in dispute resolution, mediation, conciliation, leadership, strategy, and business operations have been instrumental in helping her set the tone for standards.
Jane has had an active role in the revision of AS 10002 (now published 25 March 2022) and her contributions have been significant. She is known by colleagues as positive, approachable, knowledgeable, quick to adapt to changes and an exemplary Chair. Having shown exceptional leadership in her role as chair of QR- 015, Complaints Handling. Jane has navigated changes from AS ISO 10002-2006, Customer satisfaction – Guidelines for complaints handling in organizations, through to AS 10002:2022, Guidelines for complaint management in organizations.
Jane has continually engaged internationally with the objective of having Australia’s leading focus – on best practice complaints management – adopted globally. She has attended several international meetings to progress the revision and development of international standard and related 9000 series standards.
The 9000 series standards have been adopted by the Society of Consumer Affairs Professionals (SOCAP) as the standard to follow when dealing with their customers. SOCAP, an organisation which Jane chaired for several years, comprises members from many of Australia’s leading companies. The standard is also widely used by many other Australian and New Zealand organisations and public sector agencies.