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Navigating the complaints handling process with AFCA (SL)

45 mins 0.75 CPD Hours

Shedding light on the dispute resolution process for COVID-19 related...

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Navigating the complaints handling process with AFCA (SL)

45 mins
0.75 CPD Hours

Legal & Compliance Symposium Operations  COVID-19  Members culture  Regulation

The volatility of 2020 has given rise to many changes and uncertainties, giving AFCA an unprecedent level member complaints.

Shedding light on the dispute resolution process for COVID-19 related complaints will be AFCA’s Lead Ombudsman Heather Gray, who will also explain how legal and compliance teams might needs to prepare themselves for future changes.

Speaker

Heather Gray, Lead Ombudsman, Superannuation, AFCA

Heather is one of Australia's most experienced superannuation and financial services lawyers. She is passionate about the resolution of financial services complaints, particularly relating to superannuation. Heathers role as Lead Ombudsman, Superannuation at AFCA,  she is responsible for ensuring that superannuation complaints are resolved fairly and effectively. Heather frequently speaks at superannuation conferences and seminars, and has been actively involved in consulting with Regulators and Government regarding superannuation policy through her former roles as a member of the Law Council of Australia's Superannuation Committee and the Board of Taxation Advisory Panel.

Specialties: Superannuation law, external dispute resolution, financial services law, trusts law


Facilitator

Kaye Wheatley-Brown, Executive Manager, Legal, Risk & Compliance, legalsuper

Kaye is the Executive Manager, Legal, Risk & Compliance and was appointed in January 2017. She reports to the Chief Executive and is responsible for monitoring, managing and reporting in respect of regulatory and compliance requirements.

Kaye commenced her career at the Insurance and Superannuation Commission (now APRA). She has since gained broad experience in the superannuation industry including Associate Director in the superannuation audit and advisory team with KPMG, and leading roles in governance, risk and compliance with Mercer, VicSuper, and the Australian Retirement Fund (now Australian Super), before joining legalsuper in 2017.

Kaye has more than 25 years of experience in the superannuation industry.


CPD 0.75pt

  

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