Heather Gray’s leadership and decision-making are at the heart of her role as the Lead Ombudsman for Superannuation at the Australian Financial Complaints Authority (AFCA). Overseeing a team of decision-makers, Heather ensures that determinations regarding complaints against superannuation fund trustees or insurers are thorough, fair, and well-reasoned.  

Each day is dynamic, consisting of writing and reviewing determinations, guiding complaint progressions, engaging with regulators and Treasury, developing internal and external guidance, and collaborating with key industry stakeholders. Additionally, the role involves presenting at events and contributing to AFCA initiatives like quality reviews and decision frameworks, making it both challenging and deeply rewarding. 

Some of the best career advice Heather received came early on, from a principal during her time as an articled clerk, who reminded her that making mistakes isn’t a sign of failure—it’s proof of effort. “Anyone who never makes a mistake simply isn’t working hard enough or is too afraid to try new things.” This perspective instilled the confidence to embrace new challenges, seize opportunities, and not fear occasional missteps along the way. 

Before stepping into this position, Heather had an extensive career in private practice as a superannuation lawyer. As a partner at Hall & Wilcox, she led the firm’s superannuation practice, refining her expertise in the field. The transition to AFCA presented a unique opportunity to apply her legal knowledge in a new, impactful way—helping to shape decisions that directly affect the superannuation landscape and give back to an industry that has been such a significant part of her career. 

‘Superannuation is a fantastic industry to be in, and we are privileged to have the chance to do something every day to make the system stronger and better.’ Through connection, learning, and mutual support, Women in Super members can make a meaningful impact and help shape the future of the industry for generations to come. 

A long-standing member of WIS, Heather has been engaged with the organisation since its early days. For new members, Heather’s advice is simple: attend as many events as possible. ‘These gatherings provide invaluable opportunities to meet inspirational women and hear their incredible journeys firsthand’.  

One such influential figure for Heather, was Mavis Robertson, a trailblazer in the superannuation industry and founder of Women in Super. Mavis’s unwavering commitment to supporting women and advocating for equality left a lasting impression, and her words of encouragement and wisdom continue to resonate. 

Success, in Heather’s view, isn’t solely about reaching a predetermined goal. It’s about feeling content with where you are—even if your path wasn’t meticulously planned. Many professionals find themselves in roles through a mix of circumstance and opportunity rather than strict design, and that’s perfectly fine. The key is to make the most of where you are and to continue to grow.