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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 and timely communication—especially during incidents like cyber attacks—is critical in maintaining trust and managing complaints.
- Systemic Issues vs. Human Error: Sarah is surprised to learn that maybe a high proportion of human error-caused complaints is actually right!
- Data Usage: Complaint data is transparent and shared with trustees, allowing for benchmarking and industry-wide improvement.
- Rising Member Expectations: Members now expect higher service standards from funds, paralleling experiences in other industries.
- Clarity in Correspondence: Superannuation communications need to be clear, tailored, and actionable to prevent confusion and reduce complaints.
Guest: Heather Gray
- Connect with Heather Gray on LinkedIn
- Follow AFCA on LinkedIn
- Visit AFCA website
That Super Show
That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.
Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.
- Visit That Super Show website and become a newsletter subscriber
- Email [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestion
- Follow That Super Show on LinkedIn
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Your Cohosts
Sarah Penn
Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.
- Connect with Sarah on LinkedIn
- Follow Mayflower Consulting on LinkedIn
- Visit Mayflower Consulting website
Neil Benson
Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.
- Connect with Neil on LinkedIn
- Follow ChandlerCX on LinkedIn
- Visit ChandlerCX website
Mentioned in this episode:
Mayflower Consulting
This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.
Mayflower Consulting
View all episodes
By Neil Benson & Sarah Penn#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 and timely communication—especially during incidents like cyber attacks—is critical in maintaining trust and managing complaints.
- Systemic Issues vs. Human Error: Sarah is surprised to learn that maybe a high proportion of human error-caused complaints is actually right!
- Data Usage: Complaint data is transparent and shared with trustees, allowing for benchmarking and industry-wide improvement.
- Rising Member Expectations: Members now expect higher service standards from funds, paralleling experiences in other industries.
- Clarity in Correspondence: Superannuation communications need to be clear, tailored, and actionable to prevent confusion and reduce complaints.
Guest: Heather Gray
- Connect with Heather Gray on LinkedIn
- Follow AFCA on LinkedIn
- Visit AFCA website
That Super Show
That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.
Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.
- Visit That Super Show website and become a newsletter subscriber
- Email [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestion
- Follow That Super Show on LinkedIn
- Follow That Super Show on YouTube
Your Cohosts
Sarah Penn
Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.
- Connect with Sarah on LinkedIn
- Follow Mayflower Consulting on LinkedIn
- Visit Mayflower Consulting website
Neil Benson
Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.
- Connect with Neil on LinkedIn
- Follow ChandlerCX on LinkedIn
- Visit ChandlerCX website
Mentioned in this episode:
Mayflower Consulting
This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.
Mayflower Consulting