Will it be enough? Complaints Commissioner appointed – Treasure Jennings to lead “community through the transition to the new Act”
Published on 13 October 2025
In a role that many are seeing as likely to be active ahead of the significant changes, confusion and growth that the new Act is set to bring to the sector, Ms Treasure Jennings has been appointed the new Complaints Commissioner by the Commonwealth.
New complaints commissioner role
The role and appointment, being active alongside the Act come November 1, is one the shifting of gears the government has set into place to see the time of transition through.
Minister Rae’s office notes, “The Albanese Labor Government’s reforms to aged care are putting older Australians at the centre of their care, building a high-quality, respectful and sustainable system.”
“Ms Treasure Jennings has been appointed as the new Complaints Commissioner, commencing 1 November 2025, alongside the start of the Albanese Government’s once-in-a-generation reforms to aged care.”
Active department
The government has framed the Commissioner’s role as central to managing the already sizable concerns, from both residents, loved-ones, provider leadership and front-line staff, ahead of the now days-away new Act.
“The Commissioner will play a key role in the aged care regulatory and governance system under the new Act, helping older Australians, their families and carers to understand how to make a complaint, and how those complaints will be managed and resolved.”
Sizable concerns from residents and providers
With current concern surrounding the pricing model of supplementary care as opposed to the RAD model, and the mounting resistance to the Support at Home pricing model, now particularly from within the Senate, the activity of the Complaints department is hedged to be sizable from November 1.
With the likelihood of residents not being able to gain entry into RAC facilities close to home or the increasing delays to getting a Support at Home care package, the complaints may highlight and crystallise greater policy issues the government has yet to address.
Resolution goals
Government messaging highlights Jennings’ prior expertise coming into the role, “Ms Jennings has a proven track record in leading consumer complaints and dispute resolution, including as the Victorian Mental Health Complaints Commissioner and Disability Services Commissioner.”
While the messaging surrounding the role has earmarked Jennings to facilitate complaints handling and dispute resolution, due to the complexity of the issues, as already outlined by provider leadership and advocates, it is worthwhile for government and sector leadership to maintain conversations with peak bodies, as well as utilising the new measures of the Complaints Commissioner.
“Ms Jennings is committed to guiding the community through the transition to the new Act and working alongside Aged Care Quality and Safety Commissioner, Ms Liz Hefren-Webb, to help respond to failures in aged care service delivery and enable older people, their families and carers to pursue complaints.”
Pin-pointing poor performers over slowing down high-performers
Supporting residents and loved ones, to safeguard care with poor-performers is an important measure for the industry. However, government must take note of the growing pains sector wide, with consistently high-performing and excellence providers highlighting the need for collaborative approach to change come November 1 with the new changes.
As the sector enters November 1 together, all parties, government, provider executives, front-line staff, for the residents who deserve the best in care, must in sincerity and openness, seek conversation, learning and growth.