Thank you for attending the 2016 Institute of Mercantile Agents National Conference. Please provide any conference feedback to Abbie Thompson at the IMA.




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Important Announcements

Program

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Thur 21 May

Fri 22 May - Conference Day 1

Sat 23 May - Conference Day 2

Information

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Conference

Conference Manager
Abbie Thompson
Mobile: 0412 154 588 [during conference only]





Bio
Master of Ceremonies:
Alex Caruana









Venue Information

Conference Venue
Clarendon Ballroom
The Langham Hotel
Southgate Avenue
Southbank Victoria
Phone: 03 8696 8888

Website: www.langhamhotels.com/en/the-langham/melbourne

Cocktail Party Venue
Alto Room, Level 25
The Langham Hotel
Southgate Avenue
Southbank Victoria

Conference Dinner Venue
Clarendon Ballroom
The Langham Hotel
Southgate Avenue
Southbank Victoria

Dress Standards

Cocktail Party
Cocktail dress / lounge suit or blazer & tie

Executive Council & AGM
Smart, relaxed casual

Conference Days
Smart, relaxed casual

Conference Dinner
Smart casual

Getting Around Melbourne
- Some Transport Options

Trams
Travel on trams within the Central Business District of Melbourne is free. The area takes in the Victoria Markets and Docklands to the North and West of the city centre, and Flinders and Spring streets to the South and East.
For more information, maps and timetables visit Public Transport Victoria.

Taxis
13 CABS - phone: 132 227
CABiT - phone: 132 222
Silver Top Taxis - phone: 131 008

Eating Out - Some Options

Melbourne is famous for its good food and coffee. There are many restaurants, cafes and bars to choose from - far too many for our list below – instead we provide some ideas of venues near our conference and others a bit further away which come well recommended. Many of the venues are open late. The important thing is to make a reservation to avoid disappointment.

At The Langham

Melba Restaurant on the Podium Level, The Langham Hotel, Southbank
Offering inventive buffet dishes from around the world cooked in glass kitchens.
Phone: 1800 641 107

Aria Bar & Lounge on the Podium Level, The Langham Hotel, Southbank
This discreet bar and lounge is the perfect setting for your post-event nightcap.
Phone: 1800 641 107

On Southbank

Cervo at Crown Entertainment Complex, 8 Whiteman Street, Southbank.
Upbeat Italian restaurant serving classic dishes.
Phone: 03 9292 7824

Nobu at Crown Entertainment Complex, 8 Whiteman Street, Southbank.
Serving “new style” Japanese cuisine.
Phone: 03 9292 5777

Rockpool Bar & Grill at Crown Casino, Southbank.
Neil Perry’s redefinition of the stereotype of a steakhouse.
Phone: 03 8648 1900

Silks at Crown Entertainment Complex, 8 Whiteman Street, Southbank.
Upscale Chinese restaurant with private dining in a Mongolian tent and a menu of regional dishes.
Phone: 03 9292 5777

The Atlantic Restaurant at Crown Entertainment Complex, 8 Whiteman Street, Southbank.
Nautical themed dining room with an oyster bar, plating seafood and grills from an open kitchen.
Phone: 03 9698 8888

Tia To at Crown Entertainment Complex, 8 Whiteman Street, Southbank.
Serving a variety of authentic Vietnamese dishes from the freshest home-style delights to the signature Pho noodle soup.
Phone: 03 9292 6885

In the Melbourne CBD

Bamboo House at 47 Little Bourke Street, Melbourne.
Offering Northern Chinese and Cantonese cuisine.
Phone: 03 9662 1565

Ebazd at 187 Flinders Lane, Melbourne.
Serving modern Australian Cuisine.
Phone: 03 9639 6811

Grossi Florentino at 80 Burke Street, Melbourne.
Guy Grossi’s restaurant offering Italian fine dining.
Phone: 03 9662 1811

Gazi at 2 Exhibition Street, Melbourne.
George Calombaris’ restaurant offering Greek food, cocktails and ouzo.
Phone: 03 9207 7444

MoVida at 1 Hosier Lane, Melbourne.
Spanish Restaurant – a tapas bar with graffiti art exterior and a laid back dining area with hip music.
Phone: 03 9663 3038

Rice Paper Scissors at 19 Liverpool Street, Melbourne.
Modelled on the hawker dining bars of South East Asia with a shared-eating concept.
Phone: 03 9663 9890

Further Afield

400 Gradi at 99 Lygon Street, Brunswick.
Serving wood fired Neapolitan pizza and mains.
Phone: 03 9380 2320

Tho Tho Bar & Restaurant at 66 Victoria Street, Richmond.
Long established restaurant with a dramatic modern vibe offering a vast selection of Vietnamese dishes.
Phone: 03 9428 2036 or 03 9428 5900

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Toyota Tour

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Toyota Plant Tour

11.30 am Meet outside The Langham hotel on Southgate Avenue, Southbank.

11.45 am The private mini-bus will collect you for the 20 minute trip to the Toyota manufacturing plant at Altona North.

12.30 pm You will be taken on a 2 hour guided tour of the Toyota manufacturing plant.

2.30 pm The private mini-bus will collect you from the Toyota manufacturing plant.

3.00 pm The private mini-bus will drop you outside The Langham hotel on Southgate Avenue, Southbank.

Walking Tour

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Melbourne Walking Tour

11.30 am Meet in the reception lobby of The Langham hotel on Southgate Avenue, Southbank.

11.45 am Accompanied by an experienced guide you will spend 2.5 hours exploring Melbourne’s vibrant and fascinating maze of lanes and arcades from its heritage architecture, street art, cafes, historic signs, galleries, bookshops, basements, and rooftops, with a break along the way to sample some of Melbourne’s famous coffee.

12.30 pm You will be taken on a 2 hour guided tour of the Toyota manufacturing plant.

2.15 pm At the end of the tour you will be directed back to The Langham Hotel.

Cocktail Party

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Welcome Cocktail Party

sponsored by AusDetect

21st May, 6:00pm
Alto Room, Level 25
The Langham Hotel

Enjoy the spectacular city views as we kick off the Conference in style at the Welcome Cocktail Party.



Dinner

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Conference Dinner

sponsored by Arthur J Gallagher

23rd May, 7:00pm
Clarendon Ballroom
The Langham Hotel

The Conference Dinner is your opportunity to relax and celebrate the conclusion of another National Conference with good food, wine and company as well as some surprise entertainment.

The evening will commence at 7.00pm with drinks in the Pre-function Area followed by a three course meal in the Clarendon Ballroom.

IMA AGM

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IMA Annual General Meeting

22nd May, 9:00am
Clarendon Ballroom
The Langham Hotel



Speakers &
Panellists

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Sponsors

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PLATINUM SPONSOR

Pickles Auctions, the largest auction group in Australia, celebrated 50 years in 2014. The company has 22 branches, employs more than 700 staff and is the only truly national auctioneer with facilities in every State and Territory.

Attributing success to their integrity, professionalism and skilled staff, who understand the value of service to vendors, last financial year Pickles sold over 220,000 vehicles and trucks, with a gross group turnover of over 1.8 billion dollars. More than 59,000 of these vehicles and trucks were sold online through the ‘Pickles Live’ bidding facility.

www.pickles.com.au

GOLD SPONSORS

Acceleon

Acceleon is a leading products and data provider for the credit and collections space with its Locate and Locate Batch offerings. The primary purpose of these products is to assist clients in connecting or re-connecting with their customers, and finding people who have skipped on bad debt.

With access to a variety of data sources, Acceleon has established itself as a service provider that is able to produce a range of market differentiators and unique insights into the available data sets.

Acceleon prides itself on providing high quality, high performance and innovative software solutions which are supported by its values of integrity and professionalism, the basis upon which the company has been founded.


www.acceleon.com.au

Arthur J Gallagher

Endorsed by the IMA, Parmia Insurance is now Arthur J Gallagher, part of the world’s fourth largest insurance broking and risk management organisation.

This means we have even greater capability to provide IMA members with specialist advice, tailored products and the most comprehensive automatic benefits on the market today for all key areas relating to the mercantile industry.

www.ajg.com.au

AusDetect

AusDetect is a proven performer in Western Australia as a professional and cost effective mercantile agency. Their team is highly experienced in the provision of field calls, process serving, repossessions / collections and lockouts of properties (including eviction attendances).

AusDetect’s promise to you is to provide a consistent, high quality service, offer value for money and comply with and exceed your expectations. If you have forgotten what it is like to be treated as though you are the ONLY client, then AusDetect is the provider for you - your file will always be their priority.


www.ausdetect.com

National Collections

National Collections in Perth was established by Brian and Sharon George in 1991 and is dedicated to providing the most efficient and economical debt collection service in Western Australia.

Brian with over 30 years of collection experience combined with Sharon’s extensive credit control experience has built an agency of 10 experienced staff handling the needs of over 1,700 small business and corporate clients. When you need a collector in the West give National Collections a call to experience the best in service.

www.nationalcollections.com.au

Veda

Veda is a data analytics company and the leading provider of credit information and analysis in Australia and New Zealand. From its core credit bureau business established in 1967, Veda has expanded to deliver a suite of credit and other analytical products targeted to specific industry segments.

Veda is built on the largest, most comprehensive and current data source in Australia and New Zealand with information on around 20 million credit active people and 5.7 million commercial entities. The breadth and depth of our data, and the knowledge it delivers helps customers take a proactive and informed approach in making decisions.

Veda’s customers use data intelligence provided by Veda to make decisions on credit risk, verify identity and employee background, reduce identity theft and fraud, and undertake digital marketing strategies.

www.veda.com.au

EXHIBITORS

Arthur J Gallagher

Endorsed by the IMA, Parmia Insurance is now Arthur J Gallagher, part of the world’s fourth largest insurance broking and risk management organisation.

This means we have even greater capability to provide IMA members with specialist advice, tailored products and the most comprehensive automatic benefits on the market today for all key areas relating to the mercantile industry.

www.ajg.com.au

CITEC Confirm

CITEC Confirm is an industry leader in delivering services online, developing court eFiling solutions encompassing jurisdictions across Queensland and Victoria.

For over 25 years CITEC Confirm has been transforming business processes, providing online information for debt recovery, investigation, asset discovery and business start-up.

Mercantile agents across Australia use CITEC Confirm for fast, convenient access to searching and court eFiling solutions designed to save you time and money.

www.confirm.citec.com.au

Collexus

Collexus is a new generation of intelligent debt collection software built for high transaction volumes and packed with all the features needed to run a successful debt recovery operation including user-definable work flow management; Word-based document production; flexible, fully automated Excel-based reporting; and annual product upgrades.

Collexus provide full functionality to their clients with this state-of-the-art internet browser-based technology rather than locking them into expensive ongoing support and their commitment to delivering a superior, all-Australian product means their feature-rich software fits the exact needs of Australian collection businesses.

www.collexus.com.au

CreditorWatch

CreditorWatch is a commercial credit reporting bureau committed to providing access to reports at the most affordable rates and delivering the highest levels of customer service.

CreditorWatch has a dedicated online solution for mercantile agents to access important reports such as ASIC company extracts, land titles, personal name searches and bankruptcy searches.

The CreditorWatch company policy is to beat what you are currently paying, GUARANTEED.

www.creditorwatch.com.au

CreditSoft Solutions

The credit and collections industry regularly faces challenges: trying to locate your debtors, making sure you communicate with them effectively and then make it easy to obtain their payment. All this on top of continuous changes to industry laws and regulations.

CreditSoft Solutions offer a number of easy to use and proven applications designed using the latest technology, saving your business significant operating costs and allowing you to manage your time more effectively.

www.creditsoft.com.au

CUBE Voice & Data

Increased competition and new technologies have brought great benefits to business in Australia over recent years and CUBE Voice & Data have developed a process to analyse your communication needs and recommend the best solution to take advantage of these technologies for you.

CUBE Voice & Data can ensure your business is at the forefront of technology whilst supplying the most cost effective communication solution for your operations using well proven technology.

www.cubevoice.com.au

Debitsuccess

Debitsuccess is Australasia’s largest full service direct debit provider working across a number of industries. We incorporate billing, customer service, credit control and the highest level of data security.

Boasting an enviable collection success rate, we offer an efficient, effective service that can be tailored to meet client needs.


www.debitsuccess.com.au

DebtCol Software

DebtCol helps Mercantile Agents and Law Firms to collect debt faster.

The whole debt collection process including repossessions, process serving, field investigation and online database searching is covered in a single application that has been proven to be successful and is used daily by more than 1600 users.

10 years of listening to feedback has ensured the software is practical and easy to use by anyone familiar with the debt collection process. Faster collection means better client service – a huge competitive advantage.


www.debtcol.com.au

Detective Desk

Detective Desk is the only Australian skip tracing tool created by skip tracers, for skip tracers.

In 2010, the team who created Reverse Australia found we were unhappy with the existing skip tracing tools on the market, so we went about fixing it. Our goals are simple - the best price, most updated and comprehensive search results, and quality customer service.

Our small agile team allows us to achieve superior results at a fraction of the cost of our competition.

www.detectivedesk.com

MercantileCPA

MercantileCPA offers the industry experience and professional services of two of Adelaide’s most respected debt collection agencies - in 2012 Mercantile Collection Services joined with Creditors Protection Agency to offer 77 years of combined experience, knowledge and expertise in receivables management, debt collection and litigation services.

From South Australia, MercantileCPA services companies Australia wide providing an affordable, effective and personalised debt collection service assisting over 7000 clients, collectively servicing an annual debtor ledger of over $5 million and achieving a very high collection rate of 97% for some of their clients.

www.mercantilecollections.com.au

SILVER SPONSORS

AAC Process Servers

Established over 21 years ago and now one of WA’s largest process serving firms, AAC Process Servers & Investigations is at the forefront in technology and continually striving to improve its services to customers ensuring when you have work in the West, AAC is the preferred choice for corporate, business and government alike.

AAC agents serve documents, conduct field calls and investigations and repossess goods from Collie and Margaret River in the south to Two Rocks in the north and Wundowie and Northam in the east.

www.aacprocess.com.au

Advance National Services

Advance National Services is one of Australia’s leading commercial agency and investigation firms providing a full suite of repossession, process serving, skip tracing services as well as field/ legal support and debt recovery services to corporate clients, government departments and debt collection agencies across Australia.

With offices in Brisbane, Melbourne and Sydney, 70 staff and a national network of over 150 field agents Advance National Services provide a seamless national operation for their clients.

Quality certified services provided by experienced personnel, together with a focus on compliance, professionalism and cutting edge technology underpins their core values.

www.advancenational.com.au

Australiawide Mercantile

For over 37 years leading banks and finance companies in Australia have relied on Australiawide Mercantile Agency for collection and repossession services.

Australiawide Mercantile is a leading debt collection and recovery consortium manager with a network of highly experienced and accredited agents strategically located throughout the country.

Their professional service will help you accomplish your accounts receivable management objectives. Australiawide Mercantile are a strong and effective team.

www.australiawidemercantile.com.au

Derwent Mercantile

Derwent Mercantile, with over 40 years combined experience in the industry is your first choice for field agent services in Tasmania.

Servicing the entire state with repossessions, field calls, debt collection, process serving, skip tracing and factual investigations, their highly-trained staff ensure that your instructions are completed as required in a timely fashion.

Derwent Mercantile welcome enquiries to discuss your field agent requirements in Tasmania.

www.derwentmercantile.com.au

The Challis Group

For thirty five years The Challis Group, based in Geelong have provided an efficient and excellent service to their clients.

The Challis Group can handle all of your process serving, field calls, debt collection and lockouts throughout Australia, through a high quality network of experienced and trusted agents.

Clients include a large number of national organisations, companies, State and Federal agencies, law firms and major banks - The Challis Group welcome new clients and look forward to serving you.

www.challisgroup.com.au

VCB Audit Services

VCB Audit Services was established in 2005 to undertake a range of dealer inventory audit services with a focus on risk mitigation, compliance and reporting and are now the largest and most well-resourced specialist inventory auditing firm in the country, currently conducting hundreds of audits monthly for a range of major and boutique finance companies.

Utilising full time dedicated auditors in Victoria, Sydney & Brisbane supported by over one hundred highly skilled and well trained professional contract auditors in the field across Australia VCB Audit Services is dedicated to risk management, through compliant effective processes, utilising industry leading technology to ensure loss prevention.

In a function that can be seen as negative by dealers, they are proud of providing a positive, motivated and friendly service, ensuring ongoing relationships

www.vcbaudit.com.au

Wallmans Lawyers

Wallmans Lawyers has a leading debt recovery practice specialising in providing mercantile agents with a comprehensive service focusing on speedy advice and cost-effective results. Wallmans’ clients include some of Australia’s leading mercantile agents, debt purchasers and financial institutions.

Wallmans has experience in handling all types of recovery actions across all States and Territories in Australia, including proceedings in the Federal jurisdictions.

Wallmans adopt an account management approach and are well resourced to guarantee fast turnaround. Matters are handled by the most appropriate practitioner to both maximise results and minimise costs.

Regular communication and reporting mechanisms, coupled with competitive legal fees, ensure Wallmans remain a valuable key service partner for many mercantile agents nationally.

www.wallmans.com.au

Session 1

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Think & Act like an Entrepreneur

Bio
Ben Fewtrell
ActionCOACH

Ben Fewtrell returns to lead an interactive marketing session challenging delegates to recalibrate their thinking and approaches for success.


10:30am, Friday 22nd May 2015

Session 2

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ACCC and the Collection Industry

Bio
Delia Rickard
ACCC

Reviewing developments in the collection industry from the regulator’s perspective – this will include an overview and timeline for the research project recently initiated by ACCC to better understand the collection industry.

The session will also look at the understandings of the regulator about the industry and what it hopes and expects to learn from its targeted research project.


1:00pm, Friday 22nd May 2015

Session 3

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Tender Thoughts & Other Meaningful Insights

Kristine Daw
Dawtek Business & Technical Writing
Alex Caruana
Express Mercantile and IMA Past National President
Jody Wright
Advance National Services

Kristine will share her thoughts on what members should do in terms of:

  • Being prepared to respond to tenders by having relevant policies in place
  • Developing key documentation including logos, letterheads, document styles and testimonials to support your tenders
  • Positioning submissions for success
  • If unsuccessful, seeking input to determine why the tender missed out

Kristine will then be joined by Alex Caruana and Jody Wright to workshop the tendering questions of delegates.


2:00pm, Friday 22nd May 2015

Session 4

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Best Practice Guide - Process Serving

Nick Wright, Advance National Services and Chair of IMA Process Serving Committee
Alex Caruana, Express Mercantile and IMA Past National President
Alan Harries, Institute of Mercantile Agents

In this session the Best Practice Guide for Process Serving will be workshopped with members.


4.00pm, Friday 22nd May 2015

Session 5

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Obtaining and Actioning Repossession Orders

Shane Sankey
Wallmans Lawyers
Alex Caruana, Express Mercantile and IMA Past National President
Wayne Atkins, Advance National Services

This session will explain the processes involved in getting repossession orders under the NCCP including the costs and merits of proceedings being taken in the Federal Magistrates Court or in the state courts.

Following his presentation Shane will, together with Alex Caruana and Wayne Atkins, explore the practical issues associated with obtaining and actioning orders.


9:00am, Saturday 23rd May 2015

Session 6

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Keeping Your Customers' Data Secure

Bio
Ajay Unni
Stickman Consulting

Many businesses, big and small, with information technology security have very little exposure on steps and measures they need to implement to protect sensitive data which can cause significant impact.

This session will look at security practices from Security Standards such as ISO27001, businesses can take and highlight key mistakes businesses make in protecting their information.


10:00am, Saturday 23rd May 2015

Session 7

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Collections, a Changing Landscape

Daniel Taylor
Credit Collection Services Group and Chair of IMA Collections Committee
Mark Draper
CreditSoft Solutions
Davin Miller
Debitsuccess

The landscape of collections changes due to the shifting expectations of clients, consumers and regulators - additionally there are cost pressures associated with those changes.

This session will workshop some of the changes on the horizon and consider emerging technologies able to deliver both in terms of compliance and financial performance.


11.30am, Saturday 23rd May 2015

Session 8

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Social Media Mastery

Bio
Sam Mutimer
Thinktank Social

Video blogger for Kochie’s Business Builders and resident social media expert on Channel 7 news, Sam Mutimer will lead a workshop on:

  • The importance of mobile in 2015
  • Who uses it, why do they use it and how long do they spend on channels
  • The role social media plays in the B2B marketing and communications space
  • Pros and Cons – best practice
  • Her suggestions on how to promote your business to relevant markets – lawyers/banks/financial institutions
  • How social media can assist you in organic search rankings in Google
  • How to deal with a crisis online


1:30pm, Saturday 23rd May 2015

Session 9

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Repossessions Forum - Training - what, why & how?

Travis Carter, Advance National Services and Chair of IMA Repossessions Committee
Mark Basman, Collections Manager at Toyota Finance
David Combrink, Australiawide Mercantile Agency and IMA Vice President - Finance
Michael Sharpe, Access Mercantile Services Australia

This session will look at training – what and why is it needed; how can it be delivered; the need to document; and the cost of training.


3.30pm, Saturday 23rd May 2015

Alex Caruana

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Alex Caruana
Express Mercantile

Involved in our industry for nearly 30 years, Alex has wide experience ranging from working as a field agent process serving in city and country regions before moving on to repossessions, investigations both factual and surveillance and skip tracing activities.

It was inevitable Alex would launch his own business, Express Mercantile providing all facets of field services to a range of clients. Alex retires from his term of 3 years as the IMA’s National President this week. An effective and knowledgeable leader, Alex is proud to work with a great network of agents throughout Australia and to support an industry he is immensely proud to be part of.


Panellist in Session 3 Panellist in Session 4 Panellist in Session 5

Ben Fewtrell

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Ben Fewtrell
ActionCOACH

Ben is no stranger to IMA Conferences. An ActionCOACH franchisee, Ben has built his coaching business to be now the largest and most successful ActionCOACH firm in the world – recently his business was named ActionCOACH Firm of the year for an incredible six years in a row.

A hands on business operator, Ben will bring his experiences to the fore in an interactive marketing session when he shares with delegates and challenges them to ‘think and act as an entrepreneur’ and not just an agent if they are to succeed in business.



Presenting Session 1

Delia Rickard

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Delia Rickard
ACCC

Delia has worked in consumer protection for 24 years and is passionate about ensuring that consumers can operate in a fair and ethical marketplace and have access to the information and tools they need to make wise choices. She is presently the Consumer Deputy Chair at the Australian Competition and Consumer Commission (ACCC).

Prior to returning to the ACCC, Delia spent 13 years at ASIC in various senior roles – all related to consumer protection. She has also been an adviser to several Commonwealth Consumer Affairs Ministers and was a member of the secretariat for the Wallis Inquiry into the regulation of Financial Services in Australia.


Presenting Session 2

Kristine Daw

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Kristine Daw
Dawtek Business & Technical Writing

17 years experience as a talented writer with a keen eye for detail and a strategic thinker working as a technical writer, business analyst, editor, tender writer and project manager for large and small companies has equipped Kristine with skills to support others in writing and editing projects many of which relate to tender opportunities.

With over 500 clients including small-medium business, large corporate and local and state Government entities and attracting a phenomenal 90% of repeat business, Kristine and her team at Dawtek excel in a range of projects from small writing and editing projects through to ongoing assignments for large corporate and government entities.


Presenting in Session 3

Jody Wright

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Jody Wright
Advance National Services

Jody is National Compliance and Legal Manager for Advance Group Holdings Pty Ltd (t/a Advance National Services, IDS Group and VCB Audit Services). A practising qualified lawyer, Jody has gained extensive experience in the compliance and legal sphere spanning over 10 years. Her legal background covers commercial and insurance litigation, corporate governance, commercial law and risk management.

Jody has been significantly involved in the IMA and in 2007, received an Excellence Award for her contribution to the association. She has presented various seminar topics relevant to the industry at conferences and also to clients and other interested stakeholders on a variety of topics including risk management, compliance, ethics and professionalism.


Panellist in Session 3

Nick Wright

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Nick Wright
Advance National Services

Nick is the National Field Services Manager for Advance National Services. With IDS Group from 1997 including as co-owner from 2004 until its merger with Advance in January 2014, Nick has specialised in the areas of process serving, skip tracing and background screening. In his current role at Advance National Services Nick is responsible for 32 staff and an extended network of contracted field agents.

Nick is the current Queensland President of the IMA, and Chair of the Process Serving Committee. He represented the industry in government discussions relating to the passage of the Debt Collectors (Field Agents and Collection Agents) Act 2014.



Panellist in Session 4

Alan Harries

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Alan Harries
Institute of Mercantile Agents

Alan is the IMA’s CEO and editor of the AGENT magazine. A NSW commercial agent and private enquiry agent since 1984, Alan has been actively involved in the industry: as the successful operator of a field agency and investigations business, as the entrepreneur and principal designer behind Knowall Software and in a variety of leadership roles within the IMA. Alan is concurrently the CEO of the Australian Collectors & Debt Buyers Association and the Finance Director of Newcastle Hunter Rugby Union.


Panellist in Session 4

Shane Sankey

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Shane Sankey
Wallmans Lawyers

An experienced litigator in the areas of banking and finance, insolvency and mercantile law, and regularly conducting litigation in all Australian jurisdictions Shane has an intimate knowledge of civil procedure in Queensland, NSW, Victoria and South Australia and regularly provides advice on Privacy and National Credit Code matters.

Shane will explain to delegates the processes involved in getting repossession orders under the NCCP including exploring the costs and merits of such proceedings being taken in the Federal Magistrates Court or in the state courts.


Presenting Session 5

Wayne Atkins

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Wayne Atkins
Advance National Services

Commencing his career with a Finance Traineeship at Toyota Finance before joining The Victorian Credit Bureau, Wayne has worked as an agent in the field and office administration to gain his solid repossession experience.

Returning to VCB in 1999 as a partner, Wayne’s enthusiasm for repossessions and compliance together with his passion to see the development of our industry as a whole led to the formation of Advance National Services and the merger of VCB, Advance Mercantile & Investigations and IDS Group.

Wayne is the National Strategy, Compliance and Administration Manager at Advance National Services where he embraces the ever increasing obligations of legislative and regulatory compliance to ensure best practice outcomes for all stakeholders.


Panellist in Session 5

Ajay Unni

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Ajay Unni
Stickman Consulting

A trained and certified Qualified Security Assessor (QSA) for Payment Card Industry Data Security Standards Compliance, Ajay brings more than 20 years of industry experience to our conference where he will highlight common mistakes businesses make in protecting their information assets and set out steps and measures members can take to protect their sensitive data which if intentionally or accidentally breached would potentially have significant adverse consequences.



Presenting Session 6

Daniel Taylor

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Daniel Taylor
Credit Collection Services Group

Daniel is the Managing Director of Credit Collection Services Group, CCSG Legal and Taylor Investigations. In this role, Daniel has gained extensive experience in both commercial and consumer recoveries, as well as commercial and insolvency litigation.

Daniel acts for many national and international clients in the provision of debt recovery and legal services. Daniel is often called upon to take active roles in the preparation of credit departments, credit terms of trade right through to complex litigious matters. Daniel has been a regular presenter to various industry groups on topics of credit, collections and insolvency litigation and recoveries.


Panellist in Session 7

Mark Draper

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Mark Draper
CreditSoft Solutions

Mark has held collections, leadership and sales roles with many collection industry companies including Shield Mercantile, NCML, FCS Online and Baycorp. He has also had speciality collections consultancy roles with a number of major financial institutions.

Mark with Paul Balsarini founded CCC Financial Solutions and, along with John Ellwood was the founder of CreditSoft Solutions - both companies are now a part of the CCC Financial Group. A member of the Australian Institute of Credit Management, the Financial Services Institute of Australia, the IMA and the International Women’s Insolvency and Restructuring Confederation, Mark champions the use of technology in the credit and collections industries.


Panellist in Session 7

Davin Miller

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Davin Miller
Debitsuccess

Davin has been the CEO of Debitsuccess for the past 3 years. Debitsuccess was established 20 years ago and has grown into Australasia’s largest Full Service Direct Debit Provider processing over $2bn in transactions each year.

Davin has previously held General Management and CEO roles in various media and technology businesses. He holds a Bachelor of Commerce and a Graduate Diploma in Human Resources.


Panellist in Session 7

Sam Mutimer

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Sam Mutimer
Thinktank Social

Since 2008 Sam and her team at Thinktank Social have run successful social media activations for a diverse range of clients such as McDonalds, Eureka Skydeck, Tobin Brothers Funerals, Sage Institute of Education and Samsung to name a few.

Widely known in social media circles Sam regularly flashes the depth of her knowledge on national television and at events worldwide - she has featured as a Social Media expert for The 7pm Project, Channel 7 News, ABC News, SBS, The Age and The Herald Sun.


Presenting Session 8

Travis Carter

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Travis Carter
Advance National Services

Travis has been actively involved in the industry since 1997 and is currently IMA Repossessions Chairperson. He has significant experience in the management of large volumes and spectrum of files and has built a strong rapport with clients and agents throughout Australia. He has a particular interest in implementing training regimes and the delivery of strategic projects.

Currently as the Business Development Manager at Advance National Services, Travis is responsible for client relationship management, special projects and Advance’s operational contract management.



Panellist in Session 9

Mark Basman

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Mark Basman
Toyota Finance

Mark has 20 years experience managing customer facing teams from pre sales through to loss recoveries involving up to 120 staff. His experience has been drawn from a number of industries including telco, legal, vendor and motor finance, having worked with leading brands such as Optus, Virgin, Apple, Dell, Honda and BOQ.

At Toyota, Mark manages the early stage Collections teams, Agent Management, Repossession, Loss Recoveries and Toyota Fleet Management Collections teams. In his current role, he has worked with internal and external teams to build Compliance and Quality Assurance training platforms.


Panellist in Session 9

David Combrink

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Australiawide Mercantile Services

David completed a Bachelor of Commerce in 1989 in South Africa and started a labour broking business in 1993 which grew rapidly - by 2008 David employed nearly 2000 staff. As CEO and Chairman, David oversaw all aspects of the business including the small loans division established in 1996 - as this lending arm of the business grew David developed a preference for the finance industry.

In 2010 David permanently relocated to Perth with his family after selling his businesses in South Africa. He joined Australiawide Mercantile Agency and soon thereafter invested in the business. As Director of Australiawide Mercantile, David manages agents across Australia on behalf of major financiers.



Panellist in Session 9

Michael Sharpe

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Michael Sharpe
Access Mercantile Services Australia

Michael joined Access Mercantile in early 2005 and manages the day to day operation of the business. Michael has had over 30 years’ experience in the financial sector having worked in Sales, Collections, Credit Risk Management and all aspects of the credit life cycle for many of Australia’s well known financiers including GE, Nissan and Mercedes.

Michael has a passion for customer management and prides himself in relationship creation and retention. He understands the value of ‘brand ‘retention and works hard to ensure expectations are not only realistic but met.


Panellist in Session 9