Chief Executive
National Panel Chair
Panel Chair
National Operations Manager
National Relations Manager
Conciliation Manager
Legal Counsel
Membership Coordinator
Senior Panel Case Managers
Panel Case Managers
Senior Case Managers
Case Managers
Legal Case Manager and Team Co-ordinator
Senior Conciliators
Complaints Manager
Communications Manager
Administration Manager
Panel Liaison Officer
Panel Team Assistants
Case Officer
Support Staff

Alison Maynard has been the FICS Chief Executive since January 2001. Prior to this she was the National Operations Manager at Insurance Enquiries & Complaints Ltd. She has also worked as a Director of the SIO Consumer Appeals Centre, Supervisor of Clinical Training at Leo Cussen Institute (Solicitor Training) and as a solicitor at the Coburg Legal Centre. Alison holds a Bachelor of Jurisprudence and a Bachelor of Law from Monash University. She was admitted to legal practice in April 1982.
 

Michael Arnold has extensive private legal practice experience and was formerly Deputy President and Judge of the Accident Compensation Tribunal. He more recently has held the positions of Referee, Alternate Panel Chair and Alternate Adjudicator with the General Insurance Enquiries and Complaints Scheme. He is also a part time legal member of the Medical Practitioners Board. Michael’s qualifications include Bachelor of Laws and Diploma of Public Policy - Public Sector Management. He has also undertaken studies in Japanese Law, Minerals Law, Industrial Relations Law and Mediation.
 

Michael Croyle completed his LLB and his Master of Laws and Letters at Melbourne University. He was admitted to practice as a Barrister and Solicitor Supreme Court of Victoria in March 1968 and the Roll of Counsel, Victorian Bar, in August 1972. He has been a Judge of the Accident Compensation Tribunal in Victoria and has accreditation in mediation and has also performed the duties of an alternate Referee at IEC.
 

Denny Meadows has been National Operations Manager since October 2002. He has over 20 years experience as a lawyer. Over the 15 years prior to joining FICS he was a member of a number of different Government tribunals – the Social Securities Appeals Tribunal, the Mental Health Review Board, the Veterans Review Board and chaired the Victorian Legal Aid Panel of Independent Reviewers. Denny has also worked in private practice as both a solicitor and a barrister and in Government positions, including as a Legal Officer with the Ministry of Consumer Affairs.
 

Trevor Slater commenced with FICS in November 2001 as a Case Manager. He was appointed to his current role in September 2003. Before joining FICS he was the Negotiations Manager for AMP Life Ltd, which involved the resolution of high level complaints. Prior to this he was a Visitation Officer from the Claims Unit of AMP. Trevor has also conducted workshops on customer relations and complaint resolution, both in Australia and overseas. He co-runs the successful complaint handling workshops for FICS members. Trevor is a qualified mediator and negotiator and holds a Masters in Conflict Resolution from La Trobe University.
 

Michael Ridgway has been FICS’ Conciliation Manager since April 2004. Prior to this Michael worked as Conciliation Manager with the Energy and Water Ombudsman Victoria, and then with the Australian Securities and Investments Commission investigating complaints about corporate misconduct and breaches of financial services law. Michael holds a Bachelor of Arts and a Bachelor of Law from the University of Melbourne and he is a qualified mediator.
 

Mike D'Argaville, who holds the qualifications of B.A. Hons, LL.B, started at FICS in October 2002 as a Panel Case Manager, and became Legal Services Manager in August 2003. Before working for FICS, he has variously been a Case Manager and Senior Case Manager at Insurance Enquiries and Complaints (the external dispute resolution scheme for the general insurance industry), a legal research officer and tribunal member for the Social Security Appeals Tribunal, and a solicitor.
 

Lorraine Russell-Haddon has been the Membership Coordinator for FICS since June 2000. She has performed various roles including stenographer with Lumley Life, Secretary/Personal Assistant to National Marketing Managers of Adler Triumph and CSR Limited (as well as several years as an Account Manager CSR), and lastly before joining FICS, a Risk Control Liaison Officer for Myer Melbourne for 8 years. Lorraine fulfils this challenging role which involves communication with current members and new applicants, and acts as a conduit for any questions they may have regarding their membership, as well as FICS Management and staff, as well as ongoing liaison with ASIC, FPA, etc. Lorraine also looks after the administration of the complaints database and produces statistical reports. She is currently undertaking studies in the Diploma of Financial Markets.
 

Fran Bolger was admitted to practice as a lawyer in 2003. She has the qualifications BA, Dip Ed., Grad Dip Hum, LLB. She undertook Articles at Deacons and had in total two years experience in commercial law before joining FICS. Fran also has experience in the community legal service sector, volunteering at West Heidelberg Community Legal Service during her studies. Fran was initially a secondary teacher then worked in program management and marketing in the tertiary education sector for eleven years before embarking on her legal career. She brings a wide-range of valuable skills from prior professional experience to her role at FICS.

Nicolas Crowhurst commenced with FICS in January 2005. After gaining a Joint Honours Law and Management Science degree (LLB / BA Hons) at Keele University in the UK, he completed his professional studies for the English Bar in 2000 and became a member of Grey’s Inn, London. After working in-house at the United Bank of Switzerland, he came to Australia in 2002. Working mainly in the field of large scale litigation and arbitration, Nick also spent nine months negotiating and drafting contracts for ANZ’s national accredited group of training providers. Nick brings to FICS a wide range of skills and knowledge, mainly in the field of commercial law.
 

Loren Deligiorgis commenced with FICS in December 2007. She holds the qualifications of a Bachelor of Arts and Bachelor of Laws. While studying she worked as a volunteer at the Springvale Community Legal Center where she gained a wide range of legal experience.
She recently completed the Leo Cussen Institute of Practical Training Course which included the areas of Administrative Law Practice, Company Law Practice, Commercial Law Practice and External Dispute Resolution Practice.
Loren was admitted to practice as a lawyer in 2007, and she look forward to using her training and experience to assist the investigation and preparation of matters for the Panel and FICS.

Linda Galbally commenced with FICS in February 2007. She has a Bachelor of Arts and Bachelor of Laws (Honours). She has previously worked in management positions in the pharmaceutical and animal health industries. Linda was admitted to practice as a lawyer in 2003. She worked in private practice in the area of criminal litigation, with a particular emphasis on commercial fraud cases, and frequently instructed in trials conducted within the County Court and Supreme Court jurisdictions. She brings a wide diversity of previous work experience to her role at FICS.

Nicole Mackay commenced with FICS in January 2008. Nicole holds the qualifications of Bachelor of Arts (Human Services) and bachelor of Laws. She completed her Articles of Clerkship in house at State Trustees Limited, primarily in the areas of Estate Planning and Litigation. Nicole was admitted to practice as a lawyer in September 2006. She also has experience in the community legal sector, both as a lawyer and former volunteer paralegal at Brimbank Melton Community Legal Centre. Nicole brings to FICS a wide diversity of experiences and knowledge from working in the community and legal sectors.

Troy Nutley, commenced with FICS in May 2006 as an Enquiries Officer, becoming a Case Manager in August 2006 and a Panel Case Manager in August 2007. He is near completion of a Bachelor of Law and a Bachelor of Commerce, specialising in E-Commerce and Financial Markets. He brings to his role at FICS a wide range of skills from prior experience in a verity of fields, as well as experience gained through case management since starting at FICS.

Jackie Nutter commenced with FICS in April 2007. She holds the qualifications of Bachelor of Legal Studies and Bachelor of Laws. Jackie was admitted to practice as a lawyer in 2007. She worked in private practice in the area of competition and construction law as a paralegal, and completed her Articles in-house at AXA Australia in the Disputes Management Group, where she advised on income protection, death, trauma and group insurance matters. She brings a wide diversity of previous work experience to her role.

George Walker commenced with FICS in September 2005. George was admitted to practice in Tasmania in 1983 where he practiced as a Partner in private practice. He has also worked as a lawyer in New South Wales and since 1997 as a lawyer in Victoria in private practice as well as for ANZ Legal Group and National Australia Bank Group Legal. George brings to FICS a wide range of experiences and knowledge from the legal and financial services business sectors.
 

Nichola Caddeo is a qualified mediator who joined FICS in mid 2003. Prior to FICS she worked for AMP in various roles including the Complaints Management Team, dealing predominantly in the resolution of high level complaints and complaint analysis. She has extensive experience in complaint handling, negotiation and mediation and vast knowledge of the Financial Services industry. Nichola has completed a Graduate Certificate in Conflict Resolution through La Trobe University. She is also a current member of LEADR – Association of Dispute Resolvers and the Victorian Association for Dispute Resolution (VADR). Nichola also spends some of her time working as part of the National Relations Team.

Dennis Cooper has been with FICS since its very early days, when it was initially established by the life insurance industry. Prior to this he worked for many years for the AMP Society in customer service management. He has completed formal mediation training and qualified as a Fellow of the Australian and New Zealand Institute of Insurance and Finance.

Alan Smith has an extensive knowledge of the financial services industry having been with FICS since it was initially established by the life insurance industry. Prior to this he was in the life insurance industry for over 30 years, working in the areas of customer service management, superannuation, trusts and underwriting and claims.
 

Naomi Layton commenced with FICS in August 2005. She is a Certified Financial Planner with over six years direct experience as a Financial Planner with Equity Trustees Ltd and 13 years in the financial services industry overall. She has also worked in the office of the Parliamentary Secretary to the Treasurer and with the Australian Taxation Office.

Tracy O'Keeffe joined FICS in September 2006 as an Enquiries Officer before becoming a Case Manager in 2007. She holds a Bachelor of Commerce and Bachelor of Law from Deakin University in Melbourne. Tracy has completed a Post Graduate Diploma in Legal Skills Practice and Ethics with Monash University. She has experience in the legal sector having volunteered at the Women’s Legal Service in Melbourne. She brings to FICS excellent customer service skills and a strong understanding of the financial services industry.
 

Hannah Cuthbertson commenced with FICS in January 2006 as an Enquiries Officer before moving in to a Case Manager role, and then to the position of Legal Case Manager and Team Coordinator. She holds a Bachelor of Behavioural Science and Bachelor of Laws (Honours). She has also completed a Post-Graduate Diploma in Legal Practice, Skills and Ethics with Monash University. Hannah was admitted to practice as a lawyer in February 2008. Hannah has experience in the legal service sector, having undertaken volunteer positions at West Heidelberg Legal Service and the Public Interest Law Clearing House. She has also worked as a Paralegal in a large Melbourne law firm.
 

Amie Cousins joined FICS in January 2007 as a Conciliator. She holds a Bachelor of Arts (Honours) from the University of Melbourne and a Bachelor of Laws (Honours) from La Trobe University. Amie is currently undertaking a Masters in Conflict Resolution at La Trobe University. Prior to joining FICS, she worked in financial consulting and in a variety of commercial legal roles and is a LEADR Accredited Mediator.

Alycia James has been a member of the FICS conciliation team since October 2003. Prior to this, Alycia was a conciliator with the Energy and Water Ombudsman Victoria. Alycia has an employment background is in Welfare and Financial Counselling, holding relevant tertiary qualifications in this area. In addition, Alycia has completed her Certificate 4 in Workplace Training and Assessment. Alycia is currently undertaking the Post Graduate Diploma in Conflict Resolution at La Trobe University.
 

Silvia Renda joined FICS in July 2006 as Complaints Manager. Prior to this she worked at the Superannuation Complaints Tribunal (SCT) as a Conciliator and Senior Complaints Analyst. She was employed with the SCT for 6 years prior to joining FICS. In addition, Silvia is in the process of completing a Bachelor of Law and a Masters in Conflict Resolution.
 

Troy Hunter joined FICS in July 2006 as Communications Manager. He has previously worked in marketing/communications/design for the Intercontinental Hotel Group, Telstra Super, Mercer HR Consulting, the Modern Art Production Group, and the Department of Treasury and Finance. He is currently studying a Master of Business (Marketing) and has a Diploma of Professional Writing and Editing and a Bachelor of Business (Accounting/Marketing).
 

Ben Walker started with FICS in May 2005 as Administration Manager. His responsibilities include assisting management with administrative tasks and developing FICS HR capabilities. He has experience as an HR adviser in a diverse range of sectors including Defence, Victoria’s Department of Treasury & Finance, an employer association and most recently for World Vision Australia. Ben has a BA (Hons) and a Graduate Diploma in HR.
 

Muriel Piscitelli joined FICS in August 2006 as Panel Liaison Officer. She brings to the role great administrative experience, having worked in the insurance industry as an Executive Assistant to CEO’s, directors and senior management for more than 25 years.
 

Joanne Aarons joined FICS as a Case Manager Secretary in September 2006 and became a Panel Team Assistant in February 2007. Joanne has been working in the legal industry since 1980, gaining a wide variety of experience from many different law firms.

Gail Pamphilon joined FICS as a Panel Team Assistant in February 2007. She has extensive experience in administrative, customer service and data entry roles in many different industries, including banking and financial services industries, publishing, IT and health sectors and the public service. Gail worked with an insurance firm for 10½ years and in quality control in IT projects for a banking organisation. She was attracted to the role at FICS as it presented an opportunity to bring skills and knowledge gained from the financial services and life insurance industries and from a period of employment at Victoria Legal Aid.

Joline Stevens joined FICS in March 2008. She has five year’s experience as a Legal Assistant and two years experience as a Law Clerk working for various defendant and plaintiff law firms dealing with a range of workers compensation matters.
 

Amy Main joined FICS in 2004. During her time with FICS she supported both the Case Management and Panel Case Management teams in administrative roles before joining the Case Officer Team.
 

Corinne Cross joined FICS as Case Manager Secretary in March 2007. She completed her Senior Cambridge and went on to do Business College at St Xaviers. She has had 25 years experience working for senior management in the ANZ Bank and more recently over the past 5 years in a variety of industries in the private and public sector in contractual Personal Assistant/Office Manager roles. Here at FICS she has been given the opportunity to use her extensive administrative experience and advanced Microsoft skills as a whole.

Amie Foster joined FICS in August 2005 as the Panel Team Assistant. Amie has over 10 years experience in secretarial/administration roles in both the private and public sectors including Personal Assistant and Office Manager roles in the UK. In her last role Amie worked as a Finance Officer for Education Queensland before moving to Melbourne and joining FICS.

Michele Foulds is the Personal Assistant to the National Panel Chair. She has worked as a Personal Assistant to senior management in various industries, the most recent experience being in the insurance industry.

Kevin Haddon has been the Assistant to the Membership Coordinator since October 2003. Prior to this position Kevin worked in the oil industry for over 19 years as a Wholesale Accountant and as a Territory Manager (stationed at Ballarat) for eight years. From there he owned and operated a retail business (Newsagency, Post Office and Tattersall Agency) for 15 years. Kevin’s administration, business and practical experience make him a worthwhile asset in assisting FICS Management and the Membership Coordinator in attending to the requirements of FICS Members.

Maria Romeo joined FICS as an Executive Assistant. As well as providing administrative support to the FICS Chief Executive, she coordinates many of the FICS' events, such as board meetings and liaison meetings and provides invaluable support in the production of FICS Bulletins, Annual Review and other public documents and presentations. Maria has over 17 years experience in the administrative/assistant field.

Danielle Samartzis joined FICS in May 2007 as receptionist. She completed her VCE in 2005 and then in 2006, went on to study at Northern Melbourne Institute of TAFE where she gained Certificates 11 and 111 Administration. After completing her studies, Danielle joined the workforce initially tempting for FICS and then became our permanent receptionist.