Annual Review 2021–22

Our people and culture

Our people are at the centre of everything we do. Our cultural qualities shape how we behave and how we engage with our customers, members and other stakeholders. Our People and Culture strategy ensures we remain focused on attracting the best talent in our sector, developing our people and supporting them to deliver a high-quality service, including during times of change and disruption.


This year, AFCA developed our ‘cultural story’ as the result of conversations across the business and all levels of leadership to understand who we are, and where we want to be.

At AFCA, our culture is influenced by many things – our leadership, where we focus our efforts, our systems and processes. Yet the biggest factor is our people and who we employ, how we treat each other and our collective values.

Collectively, we bring a wide range of skills and technical experiences, as well as diverse backgrounds and varied life experiences. What unites us is our belief in the importance of AFCA’s values and our desire for purposeful work that truly makes a difference.

Our people defined four cultural qualities – the behaviours required to enable us to live our values and realise our purpose.

AFCA’s cultural qualities
  • Our approach is human-centred
  • Our teams are empowered and take ownership
  • Our passion for inclusion sets us apart
  • Our ideas move us forward

Commitment to flexibility and equality

This year, AFCA enhanced leave benefits to strengthen our commitment to flexibility and equality, and to reflect our culture story.

AFCA proudly announced increased paid parental leave and introduced superannuation payments for that leave, removed traditional references to primary and secondary caregivers, and increased flexibility to take parental leave within a two-year period, as well as paid leave for early pregnancy loss and gender affirmation.

These changes support our ongoing commitment to flexible working and equality, and are great examples of AFCA’s culture of putting people at the centre of everything we do and living our commitment to inclusion.

Our wellbeing approach

AFCA is responsible for creating a healthy and safe workplace that focuses on the wellbeing and productivity of everyone. As part of the Health, Safety and Wellbeing strategy, we have three wellbeing objectives: Prevention, Promotion and Support.

  • Promotion: promote positive mental and physical health through programs and activities
  • Prevention: prevent situations or events that can lead to harm
  • Support: support and manage employees with mental health or physical challenges

860 employees

54% of our leaders and 56% of our Board members are female

13% of employees work part-time

36% of employees were born outside of Australia

43% of employees identify as being culturally or linguistically diverse

6.5% of employees are people living with disability

0.1% of employees identified as Aboriginal Australians and/or Torres Strait Islanders

11% of employees identified as being part of the LGBTQIA+ community

Age of employees

Age of employees chart

Gender of employees

Gender of employees chart

Results of the AFCA Pulse Survey May 2022

88.9% of employees are proud to work for AFCA

80.7% of employees think AFCA is a truly great place to work

81% of employees feel they belong at AFCA

Organisational chart

As at 30 September 2022

2021–22 Annual Review Organisation Chart

Download the PDF here


AFCA Senior Leadership Group as at 30 September 2022

AFCA is led by an independent Chief Executive Officer and Chief Ombudsman and supported by a strong Senior Leadership Group.

  • David Locke
    Chief Executive Officer and Chief Ombudsman
  • Dr June Smith
    Deputy Chief Ombudsman
  • Justin Untersteiner
    Chief Operating Officer
  • Anna Campbell
    General Counsel and Company Secretary
  • Prue Monument
    General Manager, Code Compliance and Monitoring
  • Silvia Renda
    Chief Adviser to CEO and CO
  • Natalie Cameron
    Lead Ombudsman – Banking and Finance
  • Suanne Russell
    Lead Ombudsman – Small Business
  • Emma Curtis
    Lead Ombudsman – General Insurance
  • Shail Singh
    Acting Lead Ombudsman – Investments and Advice
  • Heather Gray
    Lead Ombudsman – Superannuation
  • Gerri Hill
    Executive General Manager – Operational Delivery
  • Rob Guest
    Executive General Manager – People and Culture
  • Kristine Seeto
    Executive General Manager – Operational Excellence
  • Michael Ridgway
    Executive General Manager – Compliance, Risk, Policy and Compliance
  • Brigid Parsonson
    Executive General Manager – Corporate Services
  • Susie Cotterill
    Executive General Manager – Communication and Brand
  • Michelle Kumarich
    Executive General Manager – Jurisdiction
AFCA Senior Leadership Group 2021–22 departures
  • Paul Kearney
    Executive General Manager – People and Culture (concluded role on 15 August 2022)
  • Evelyn Halls
    Lead Ombudsman – Banking and Finance (concluded role on 25 February 2022)
  • Diana Ennis
    Executive General Manager – Operational Delivery (concluded role on 31 August 2022)

Decision makers as at 30 September 2022

Banking and Finance
Lead Ombudsman
  • Natalie Cameron
Senior Ombudsman
  • Louise McAuliffe
  • Brenda Staggs
  • Jesse Marshall
  • Alan Price
  • Larissa Shafir
  • Andrea Barker
  • Carolyn Dea
  • Terri Gladwell
  • Elizabeth Johnson
  • Christopher Siemers
Small Business
Lead Ombudsman
  • Suanne Russell
Senior Ombudsman
  • Neva Skilton
  • Geoffrey Bant
  • David Brett
  • Damyon Lill
  • Wes Pan
  • Sharan Safe
  • James Taylor
  • Susan Wan
  • Maxwell Pringle
  • Diana Tchorbanov
Lead Ombudsman
  • Emma Curtis
Senior Ombudsman
  • Andrew Weinmann
  • Chris Liamos
  • Michael Brett Young
  • Brydie Cook
  • Qasim Gilani
  • Timothy Griffiths
  • Mark McCourt
  • Radhika Mendis
  • Helen Moye
  • Donald O’Halloran
  • Matthew O’Donoghue
  • John Price
  • Michael Schulze
  • David Short
  • Moreen Attia
  • Jerome Hew
  • Daniel King
  • Stephanie Kouvas
Lead Ombudsman
  • Heather Gray
Senior Ombudsman
  • Anne Maree Howley
  • Jane Abbott
  • April Blair
  • Vicki Carter
  • Louise Du Pre-Alba
  • Justin Malbon
  • Benjamin Norman
  • Ragini Rajadurai
  • Mervyn Silverstein
  • Ben Taylor
  • Senthur Kugathasan
Investments and advice
Lead Ombudsman
  • Shail Singh
Senior Ombudsman
  • Nicolas Crowhurst (acting)
  • Michael Arnold
  • Ian Donald
  • Pascal Kasimba
  • Craig Pudig
  • Alexandra Sidoti
Banking and Finance 2021–22 departures
  • Jennifer English (concluded role on 15 September 2022)
Insurance 2021–22 departures
  • Vicki Mullen (concluded role on 8 April 2022)
  • Christine McCarthy (concluded role on29 June 2022)
  • Rebecca Clark (concluded role on 30 November 2022)
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