Complaints Insights from AFCA

About this event

As the superannuation industry increasingly focuses on member service issues, hear what complaints AFCA is seeing, what it identifies as common friction points and better practices in complaint handling, and insights about using complaints data

Key topics to be discussed include:

• AFCA’s superannuation complaints data for 2024-2025
• Themes and trends in superannuation complaints
• Common friction points and better practices AFCA sees in IDR and EDR
• Using complaints data to uplift standards and pinpoint systemic weaknesses

Who should attend?
• Trustees and directors
• CEOs, and senior management staff
• Governance and Company Secretariat staff
• IDR and EDR staff
• Compliance and risk professionals
• Service Providers
• Those who support the board/trustee function

How you’ll learn
One-hour online virtual workshop.
ASFA’s virtual workshops are a live and interactive learning experience. Participants can engage with industry-leading presenters who are experts in their field, together with their peers, just like they would at an ASFA face-to-face workshop. It is a unique opportunity to workshop ideas and concepts in a collaborative online environment facilitated by experts. Virtual workshops are limited to 30 participants to allow for discussion, and to ensure that participants have ample opportunity to ask presenters questions.

Details

26 August, 2025
2:00pm – 3:00pm

Pricing (incl. GST)

Standard

Member: $195
Non-member: $250
Register

Heather Gray

Lead Ombudsman – Superannuation, Australian Financial Complaints Authority

Speaker Bio

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 Norman

Senior Ombudsman – Superannuation, Australian Financial Complaints Authority

Speaker Bio

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.