AFCA insights – themes and trends in superannuation complaints

Virtual Workshop - Thur 6 Feb 2025 | Tues 11 Feb 2025

Hear from AFCA Lead Ombudsman, Superannuation, Heather Gray, who will discuss the latest superannuation complaint data and recent themes and trends.

Understand what AFCA is seeing with superannuation complaints and hear AFCA’s insights about what’s driving key complaint types and where better practices may help to reduce complaints or reduce the time taken for resolution.

Don’t miss this opportunity to hear direct from the regulator reduce complaints and improve your complaint handling processes.

Enrol now.

Key topics to be discussed include:
  • AFCA’s FY 2024 data, and data for the first half of FY 2025
  • Key complaint themes and trends, including delay, service issues and death benefits

  • Common friction points AFCA sees in trustee complaint handling

  • Better trustee practices

Who should attend?
  • CEOs, and senior management staff

  • governance

  • heads of complaints

  • complaints managers

  • compliance and risk professionals

  • claims handling staff

  • service providers

  • those who support the board/trustee function.

Presenter

Heather Gray

Lead Ombudsman – Superannuation, AFCA

Heather Gray is the Lead Ombudsman – Superannuation at the Australian Financial Complaints Authority. In that role she leads a team of Ombudsmen and Adjudicators in determining a wide range of superannuation complaints. Prior to joining AFCA, Heather had more than 30 years’ experience in private practice as a superannuation lawyer, and was a partner at law firm Hall & Wilcox before joining AFCA in 2020. She 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 represents AFCA on the ATO’s Superannuation Industry Stewardship Group. She is a frequent speaker at superannuation conferences and events.

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.

Pricing

Virtual workshop

Type Inc. GST
Member $195
Non-member $250

CPD Points

1 Continuing Professional Development (CPD) points for members of ASFA’s Professional Accreditation Program.

For all enquiries, contact ASFA Learning.

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