Wednesday 20th March 2024
10:00am - 3:00pm
Virtual Conference
Consumer Protection in Higher Education 2024 will explore how universities can meet the demands of consumer protection law across the student lifecycle.
The Conference will examine how institutions can meet the expectations of the Competition and Marketing Authority (CMA), Office for Students (OfS), Advertising Standards Authority (ASA) and the Office of the Independent Adjudicator for Higher Education (OIA) across the consumer protection landscape.
Participants will examine what the upcoming Digital Markets, Competition and Consumers Bill means for the future of consumer protection in HE and how institutions can prepare for the most significant change to consumer protection law in over a decade.
Attendees will also gain valuable practical insights on stress testing consumer protection compliance across an institution, ensuring information provision meets regulatory standards and delivering a complaints process that matches CMA guidance.
Objectives
Examine what the Digital Markets, Competition and Consumers Bill means for higher education and how your institution can prepare
Explore approaches to ongoing compliance with OfS, CMA, ASA and OIA expectations
Evaluate how to stress test your consumer protection compliance across an institution
Analyse how to ensure information provision, contractual terms and conditions and complaint handling meet the standards of CMA guidance
Headline Speakers
Anna Johns
Head of Compliance and Consumer Protection
Canterbury Christ Church University
Rami Labib
Senior Associate
Pinsent Masons
Adam Child
Academic Registrar
University of Warwick
John Wolff
Adjudication Manager
Office of the Independent Adjudicator for Higher Education (OIA)
Agenda
10:10 am
Chair’s Welcome Address
Iona Beveridge
Academic Registrar
University of Stirling (CONFIRMED)
10:20 am
What the Digital Markets, Competition and Consumers Bill (Soon Act) Means for Higher Education Providers
In Spring 2024 we can expect the Digital Markets, Competition and Consumers Bill to become law, marking the most significant change in consumer law in over a decade.
This session will break down what’s included in the new legislation, how it applies to the higher education sector and how universities can prepare. The session will consider:
New enforcement powers and sanctions coming to the CMA
What oversight from the CMA will look like
How providers can manage risk and ensure robust compliance with new legislation
Rami Labib
Senior Associate
Pinsent Masons (CONFIRMED)
11:00 am
Break and Networking
11:40 am
Panel Discussion: Preparing for the Digital Markets, Competition and Consumers Act and Ensuring Robust Consumer Protection
How are institutions preparing to meet the expectations of new legislation?
Developing an approach to continuous review and improvement on consumer protection
Common pitfalls: Where can the sector get it wrong on information provision, contractual terms and complaints handling?
Approaches to engaging with regulatory bodies and demonstrating compliance
What does the new legislation mean for the future of consumer protection in higher education?
Anna Johns
Head of Compliance and Consumer Protection
Canterbury Christ Church University (CONFIRMED)
Adam Child
Academic Registrar
University of Warwick (CONFIRMED)
Haylee Fuller
Head of Appeals Complaints & Conduct Office
Queen Mary University of London (CONFIRMED)
12:30 pm
Break and Networking
1:10 pm
Stress Testing Compliance on Consumer Protection Law and Meeting CMA Guidelines Across an Institution
Managing a robust structure of accountability and oversight on consumer protection policies
Mapping and planning pre and post contract engagement with students
Developing effective training structures for all staffed engaged in the delivery of information and communication
Approaches to changes to Material Information and how to ensure a compliant approach to review
Measuring the impact of compliance across an institution and identifying pain points
Anna Johns
Head of Compliance and Consumer Protection
Canterbury Christ Church University (CONFIRMED)
1:40 pm
Break and Networking
2:00 pm
Getting it Right on Information Provision: Preventing Misleading Omissions and Action
What does it mean to be consistently ‘clear, accurate and timely’ and how can this be managed across an institution
Written, verbal and visual: Developing a coherent approach to high quality information across all channels
Evaluating how communications and marketing functions meet the standards of the CMA in ‘pre-contract information’ and ‘material Information’
Example of misleading omissions and actions and how to prevent non-compliance
Helen Bower
Director of Student Recruitment
Northumbria University (CONFIRMED)
2:20 pm
Ensuring Robust Complaint Handling Processes that Match Consumer Protection Law
Developing a fair and accessible complaints process in accordance with sector guidance
Providing clear and accurate information at all stages of the student journey on making a complaint
Supporting a transparency system that allows students to escalate complaints
Examining insights from the OIA on common issues with complaint handling in the sector and approaches to enhancement
John Wolff
Adjudication Manager
Office of the Independent Adjudicator for Higher Education (OIA) (CONFIRMED)
3:00 pm
Conference Close
* Programme subject to change
Audience
This event is specifically designed for all higher education staff concerned with consumer protection law and compliance. Those in attendance will include all those engaged in:
Regulatory and Legal Compliance
Governance, Assurance and Risk Management
Student Communication, Marketing and Information Provision
Student Complaint Management and Handling
Policy Oversight
Pricing
Public Sector
£345 + VAT
Attend Consumer Protection in HE
Private Sector
£395 + VAT
Attend Consumer Protection in HE
HE Professional
£395 + VAT
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