John-Paul was appointed Head of Consumer Services in January 2018. He joined CEDR in July 2017 as Consumer Services Manager.
John-Paul graduated with a double degree in Law and Business (Management) from the University of Technology, Sydney in 2009 and was admitted as a Solicitor of the Supreme Court of NSW in 2010.
He has previously worked at number of Ombudsman offices as initially an Investigations Officer/Adjudicator and then as an Investigations Manager/Lead Adjudicator, leading a number of teams to achieve organisational KPIs.
He has over 12 years’ experience working in alternative dispute resolution (ADR), with experience resolving disputes covering financial services, credit reporting, water, energy and gas matters. John-Paul’s background includes complaint handling, negotiation, conciliation, investigation, adjudication, management, quality assurance and complaints review. John-Paul has also completed his Mediation training in Australia.
As part of his role, John-Paul is responsible for overseeing the service delivery and operations of all the consumer schemes. He is also responsible for implementing a number of strategic objectives, training manuals and coaching the Consumer Services Team. Additionally, he manages complaints regarding the level of service provided by CEDR in relation to its dispute resolution schemes.