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Dentists have one of the highest rates of regulatory complaints when compared to other health professions. In Queensland, the rate is ever higher, with more than 6% of Dentists receiving a complaint compared to the national average of 4.2%. The way you respond to a complaint can make all the difference.

Hear from leading insurance and legal experts at QBE, Hall & Wilcox and ADAQ about:

1. The reasons why patients complain. 
2. Top tips on how to avoid complaints.
3. The complaints management process and case studies: 
         a. informal complaints (in-house management);
         b. insurance claims (including interpreting your policy); and
         c. regulatory notifications (OHO/AHPRA). 

Complaints management knowledge is crucial for the entire team. This seminar is recommended to dentists and their practice staff, and with our distinguished speakers from QBE and Hall & Wilcox it is an event not to be missed. 




Erica Lamming - QBE 

Erica has 30 years’ experience in insurance litigation, both in private practice and in-house legal roles, as well as managing claims within insurance companies and underwriting agencies.  Over that time, Erica has defended and managed claims across a wide variety of products including workers compensation, CTP, public liability, professional indemnity across a wide range of professions, directors and officers, employment practices liability, trustee’s liability, medical malpractice and management liability.  Erica manages a portfolio of complex and high value claims.  Her focus over the last 10 years or so has been on medical negligence and allied health claims, but she has had extensive experience managing class actions and other major loss professional indemnity and directors and officers' claims.   

Erica has strong technical skills and brings a practical no nonsense approach to claims handling.  This, combined with her extensive knowledge and experience in policy interpretation and dispute resolution as well as a strong customer focus, drives her proactive claims management, resulting in early commercial solutions to disputes. Erica holds a Bachelor of Laws and Bachelor of Commerce.



Emma Baker - Hall & Wilcox 

Emma is a Special Counsel in the General Insurance team at Hall & Wilcox. She has significant experience acting for health professionals in the defence of professional negligence claims and disciplinary matters. In particular, she has been acting for members of the ADAQ in defence of professional negligence claims and disciplinary matters for 10 years. As a result, Emma is very familiar with the legal issues that practitioners face when dealing with patients and colleagues and assisting them in resolving these difficult professional experiences with compassion and diligence.

In addition to treatment liability claims, Emma acts for a variety of other professionals in litigated commercial disputes involving allegations of negligence and breaches of the consumer law. 



Jodie Baker LLB, LLM - ADAQ
Manager - Member Advisory & Support Services.

Jodie graduated with a Bachelor of Laws in 2008 and was admitted to practice as a solicitor in 2009. She later graduated with a Master of Laws specialising in health and administrative law from Sydney University in 2018. Jodie brings a wealth of industry knowledge in health law to ADAQ having practised as a health lawyer in both corporate and government organisations. Most recently, Jodie was the team leader in the compliance department at the Australian Health Practitioner Regulation Agency providing advice to various National Boards including the Dental Board of Australia and was a senior legal officer with the Office of the Health Ombudsman before making the move to ADAQ. Having worked in both health insurance and regulation, Jodie has a well-rounded view of the issues faced by health practitioners and is an expert at navigating the legal system to ensure the health practitioner’s experience is as seamless as possible.



Speciality Classification
Provider Type
Education Provider
Start Date
CPD Points
1.5 CPD
Price Details
ADA Member - Free ADA Member Practice Staff - Free Non Member - $55 Non Member Practice Staff - $55
ADAQ Function Centre 22 Hamilton Place Bowen Hills, QLD 4006 AUSTRALIA
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