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Heather Gray

Heather Gray Profile Photo

Lead Ombudsman, Superannuation at AFCA

Heather Gray is one of Australia’s most experienced superannuation and financial services lawyers. In her most recent role as Lead Ombudsman, Superannuation at AFCA, she led a team of decision makers focused on ensuring that superannuation complaints were resolved fairly and effectively. She is a frequent speaker at superannuation conferences and seminars, and has been actively involved in consulting with Regulators and Government on matters of superannuation policy. She is deeply committed to contributing to the superannuation industry and to helping build a future in which all Australians can enjoy a safe and dignified retirement.

Inside complaints data: Insights from Heather Gray, Lead Ombudsman Superannuation at AFCA
5
Aug. 26, 2025

Inside complaints data: Insights from Heather Gray, Lead Ombudsman Superannuation at AFCA

#5. Co-hosts Sarah Penn and Neil Benson chat with Heather Gray, Lead Ombudsman, Superannuation at Australian Financial Complaints Authority. Highlights Complaints as Feedback: Complaints are valuable for identifying service improvement areas, even though funds aim to minimize them. Drop in Insurance Delay Complaints: There has been a notable reduction (39%) in complaints about delays in insurance claims within super funds, indicating successful improvements. Importance of Communication: Clear an...
Guest: Heather Gray