Complaints Insights from AFCA

Heather is the Lead Ombudsman – Superannuation at the Australian Financial Complaints Authority (AFCA) where she leads a team of Ombudsmen and Adjudicators in determining a wide range of superannuation complaints.

Prior to joining AFCA in 2020, Heather had more than 30 years’ experience in private practice as a superannuation lawyer.

Heather has a strong interest in superannuation law and policy and has consulted widely to Treasury, ASIC, APRA and the ATO on draft legislation and other instruments, and on the development of policy. She was for many years a member of the Law Council of Australia’s Superannuation Committee, including a term as its Chair, and is Co-Chair of the ATO’s Superannuation Industry Stewardship Group. She is a frequent speaker at superannuation conferences and events.

Ben is a Senior Ombudsman – Superannuation at the Australian Financial Complaints Authority (AFCA). He has worked as an Ombudsman for six years. Ben specialises in complex superannuation determinations, especially those involving life insurance and death benefits, or other matters dealing with novel points of law or likely to be subject to appeals or litigation.

Prior to joining AFCA in 2019, Ben worked for the Australian Government Solicitor on significant matters and litigation for the Commonwealth including as a solicitor for the Financial Services Royal Commission. Ben assisted the Commission on a variety of work including investigating instances of misconduct and conduct falling below community standards in the superannuation and banking industries.

Ben has a strong interest in superannuation law and policy. He regularly represents AFCA in discussions with Treasury, Commonwealth regulators, and superannuation consumer and industry bodies.