Felicity is the Acting Director of the Aged Care Complaints Commissioner’s Queensland Complaints Operation team. Felicity has over 15 years’ experience in the Australian Public Service with the last 10 years working across complaints, quality compliance and the Aged Care Funding Instrument. Felicity has worked in the various iterations of the complaints scheme and has firsthand experience in complaints handling having spent five years as an intake office and then intake and assessment manager. Felicity has worked collaboratively with other government and non-government agencies to use complaints as an opportunity to strengthen quality care delivery in the aged and disability sectors. Felicity holds a Bachelor of Law, Bachelor of Arts specializing in policy and economics and has completed accredited conciliation training.