Our people

We help older Australians feel safe and well-looked after with the aged care they receive.

We do this by ensuring that providers:

are accountable for the quality and safety of care they give
follow their obligations under the Aged Care Act 1997.

An independent Commissioner, Liz Hefren-Webb, leads our organisation.

Liz reports directly to the Minister for Aged Care and Seniors, The Hon Sam Rae MP.

Meet our Executive Leadership Team below.

View our organisation chart.

We welcome expression of interest requests for members of the team to speak or present at external events.

Liz Hefren-Webb, Aged Care Quality and Safety Commissioner

Liz joined the Commission in January 2025.

Prior to joining the Commission, Liz was the Deputy Secretary Social Policy in the Department of the Prime Minister and Cabinet (PM&C). This role included leading the Aged Care Review Taskforce and working with agencies on aged care reforms.

Liz has led social policy initiatives across the Commonwealth for almost 30 years.

Before joining PM&C, she was the Deputy Secretary Families and Communities in the Department of Social Services. She had responsibility for policy and programs to support disadvantaged communities, families and children and promote family safety, as well as the National Redress Scheme for people who have experienced institutional child sexual abuse.

Liz was previously the First Assistant Secretary in PM&C, in the Indigenous Affairs Group, responsible for education, community safety, health and wellbeing programs and policy for Aboriginal and Torres Strait Islander peoples.

Liz has also held senior executive positions in the former Department of Families, Housing, Community Services and Indigenous Affairs.

She started her career as a graduate in the former Department of Social Security.

Liz has an Arts degree with Honours in Government from the University of Sydney.

Executive Leadership Team

Dr Mandy Callary, Chief Clinical Advisor

Mandy joined us in July 2024.

Mandy has over 20 years’ experience as a geriatrician – specialising in the medical care, health and well-being of older people.

She has expertise in:

The assessment and management of frailty - particularly in cognitive disorders and in deprescribing
Clinical audit
Models of Care development
Applied research – particularly in aged and health care service delivery
Evidence-based clinical practice
Clinical governance
The value of lived experience in informing high quality and safe aged care delivery

Mandy has held clinical roles in acute geriatric medicine with SA Health, in geriatric assessment and rehabilitation medicine with Calvary Healthcare and in private practice providing medical care to older people in their own homes and in residential aged care.

Mandy also has 20 years’ experience as a non-executive director with the not-for-profit aged care provider Southern Cross Care (SA NT & Vic) before she commenced work with the Commission.

Mandy continues to work as a clinician within the Division of Rehabilitation, Aged and Palliative Care of the Southern Adelaide Local Health Network.

Complaints Commissioner

Michelle Bampton is the Interim Complaints Commissioner while a recruitment process is underway to appoint this position.

Mark le Dieu, Deputy Commissioner Corporate

Mark joined us in June 2024, bringing with him a deep knowledge of APS service delivery as well as a proven track record of establishing and providing corporate systems/support.

Most recently Mark oversaw the Community Grants Hub for the Department of Social Services. The Hub manages around 30,000 grants each year with a combined value of over $10 billion. The grants are mostly across the community and health sector, including aged care.

He has had an extensive career at the SES level in the Australia Public Service (APS), the majority in corporate support or service delivery roles, undertaking senior roles in human resources, business process/systems redesign, change management/reform programs and service delivery.

In the past he has been responsible for all Department of Human Services’ Medicare and Centrelink shopfronts and supporting responses to national disasters and COVID-19.

Mark is passionate about service delivery and how the APS can support communities and those that need assistance.

Mark is a graduate of the Australian Institute of Company Directors and the ANZSOG Executive Fellows Program. He is also a Council member of the Institute of Public Administration Australia, Queensland.

Gary Rake, Deputy Commissioner, Regulatory Operations Division

Gary Rake joined the Commission in May 2025, after serving three years as Chief Executive Officer of the Australian Building Codes Board. He has spent almost 30 years in regulatory roles – from frontline customer service and field investigations, through to statutory decision-making, and leading the development of important national reforms. He has worked in the private sector as well as within the Commonwealth, ACT and NSW governments.

Gary was drawn to the Commission by the scale and significance of the Commission’s vision and purpose, the rights-based approach of the new Aged Care Act and the positive impact we have on the lives of older Australians.

He describes himself as a ‘serial-helper’ and values being part of an organisation focussed on the safety and wellbeing of people. Gary is based in the Canberra office. In his spare time, he coaches professional development for community leaders, and volunteers as a weekend surf lifesaver on the south coast of NSW over summer.

Gary holds a Bachelor of Economics, Master of Accountancy and is a graduate of the Australian Institute of Company Directors.

Melanie Metz, Deputy Commissioner, Sector Capability and Regulatory Strategy

Melanie (Mel) joined the Commission in March 2025, bringing deep experience in the public service across aged care, the NDIS, social security, Medicare, the Pharmaceutical Benefits Scheme and the National Redress Scheme.

Prior to joining the Commission, Mel was the Assistant Secretary of the Aged Care Legislative Reform Branch at the Department of Health, Disability and Ageing, where she led the development of the Aged Care Act 2024. In addition to policy and delivery roles within government, Mel spent 10 years working as in-house counsel and is admitted as a legal practitioner in the Australian Capital Territory. Her passion is social policy, and social care regulation has been a particular focus in her career.

Mel has a Master of Laws from ANU and Bachelor of Science with Honours (majoring in biochemistry) from La Trobe University.

Executive Directors

Ann Wunsch, Approvals and Serious Incident Notifications

Ann has worked with us since 2019. Ann started as our Executive Director, Quality Assessment and Monitoring Operations.

Her extensive experience in the NSW disability services sector includes:

managing services in non-government agencies
serving on non-government boards
providing policy advice to the NSW Government.

Ann’s past roles include general manager of the education and operations divisions of the former Australian Aged Care Quality Agency and its predecessor, the Accreditation Agency.

Ann spent 10 years as a part-time member of the Guardianship and Protected Estates division of the NSW Administrative Decisions Tribunal.

Ann has been a surveyor for the International Society for Quality and Safety in Healthcare (ISQua) since 2010. Ann represented the Commission on the ISQua Accreditation Council until 2022.

Bronwen Jaggers, Engagement, Education and Communication

Bronwen joined us in August 2024.

Bronwen has over 28 years’ experience in the public sector across strategic communication, corporate governance and program delivery roles.

Working in the Department of Agriculture, Water and the Environment, Bronwen delivered a comprehensive redesign and uplift of the department’s stakeholder engagement and communication functions.

Working in the department’s Biosecurity group Bronwen led the department’s communication and media support for a number of biosecurity emergency responses, and more recently, oversaw the implementation of new accountability mechanisms for biosecurity funding.

In earlier roles with the Australian National Audit Office and the Australian Parliament, Bronwen delivered a range of high-profile audit and committee reports, influencing public administration and policy outcomes.

Bronwen has qualifications in journalism and legal studies, and is a Graduate of the Australian Institute of Company Directors.

Chris Davis, Chief Financial Officer

Chris joined the Commission in December 2024. Prior to joining the Commission, Chris was the Chief Financial Officer at the Australian Digital Health Agency.

Chris has extensive experience from nearly 20 years of working in and for the Australian Public Service, leading teams across the end-to-end finance functions within a diverse range of entities. Chris started his career at the Australian Taxation Office, before working with and advising other Commonwealth entities, including the Department of Foreign Affairs & Trade, the Department of Finance’s Service Delivery Office, and the National Recovery & Resilience Agency.

As Chief Financial Officer, Chris leads the Commission’s CFO Group that comprises our Finance and Property functions, focused on driving financial sustainability and supporting the Commission’s outcomes and strategies.

Chris has tertiary qualifications in commerce and accounting, and is a member of CPA Australia.

Christian Hesse, Audit (acting)

A recruitment process is underway to appoint this position.

Emma Connell, People and Culture

Emma joined the Commission in December 2024.

Prior to joining the Commission Emma was Assistant Secretary People, Strategy and Safety Branch at the Department of Agriculture, Fisheries and Forestry. 

Emma has led and delivered complex and multi-faceted HR reform projects to improve and enhance workforce capability related to culture, workforce planning, data insights, organisation re-design, corporate learning and development and recruitment.

As the Executive Director Emma is focused on delivering the Commission’s People Strategy and building a well-supported, highly capable, diverse workforce that works together to fulfill the Commission’s vision.

Emma holds a Master of Business Administration (Human Resource Management) and is a Certified Practitioner Human Resources (CPHR) with the Australian HR Institute.

Emma Jobson, Regulatory Strategy and Policy

Emma has significant experience in policy design, program implementation and service delivery in health and social services. Most recently, Emma led the design and implementation of national aged care compliance regulations.

Her more than 10 years of public sector experience includes time as State Manager for the NSW/ACT Office of the Department of Health. In this role, Emma led the implementation of regulation and health care programs across aged and primary health care.

Emma also has expertise in:

corporate leadership
organisational redesign
capacity building
change management.

Loren de Vries, Senior Practitioner, Behaviour Support

Loren joined us in May 2023. As a nurse practitioner (older person), Loren has years of experience and expertise in supporting older people. This includes people who live with dementia and experience changed behaviours.

Loren brings specialist knowledge and skills in the clinical care of older people. This comes from a combination of formal education, research and clinical experience.

Loren has worked in acute and residential aged care in a range of roles and settings, including rural health. Loren has taught undergraduate and postgraduate students in dementia care. Loren also completed research in Environmental Design and Physical Activity.

Loren is passionate about the care of the older person. People see her as a clinical leader.

Loren has a Bachelor of Nursing, Master of Science (Gerontology and Rehabilitation) and Master of Nursing (Nurse Practitioner).

Luke Stines, Chief Digital Officer

Luke joined the Commission in December 2024. Prior to joining the Commission, Luke was with the Department of Health, Disability and Ageing, where he was the Assistant Secretary, Digital Design and Release Branch. Luke is an experienced technology and digital leader with a career spanning over 16 years.

Luke’s expertise lies in leading large, complex ICT programs in government settings, where he has developed a deep understanding of both the technical and strategic aspects of public sector technology initiatives. Luke has also worked across various policy and implementation roles throughout his career.

Luke oversees the Commission’s digital/ICT capability uplift to achieve our operational and strategic priorities.

Michelle Bampton, Intake and Complaints Resolution

Michelle has over 20 years of experience in government and leadership roles in the ageing and disability sectors.

Before joining us, Michelle worked in several senior leadership positions at the National Disability Insurance Scheme. Her focus was to develop operational guidance and lead transformational change.

Michelle has extensive leadership experience in complaints and quality standards. Michelle also has expertise in person-centred policy and practice.

Michelle led the SA Home and Community Care program and has substantial experience in frontline service delivery.

Paul Heineman, Risk Intake & Inspectorate (acting)

A recruitment process is underway to appoint this position.

Paula Pearsall , One-Division Project

Paula joined the Commission in May 2025, bringing with her a passion to improving the welfare and wellbeing of people as they age, along with a strong understanding of the important role that regulators play in that process.

Most recently she has held the role of Agency Executive Director of the Office of the Inspector-General of Aged Care, where she led the establishment and commencement of this new independent oversight body.

Drawing on her legal qualifications, Paula has contributed extensively to multiple Royal Commissions and led a range of strategic policy initiatives within the Department of Health, Disability and Ageing and Commonwealth Treasury.

She also brings deep regulatory experience, having begun her career at the Australian Competition and Consumer Commission where she worked in various roles for over 12 years. This experience strengthened her expertise in consumer protection law and regulatory practice, and reinforced her drive to help improve outcomes for everyday Australians, particularly those in most need. 

Paula holds an Arts/Law degree from the University of Canberra.

Peter Edwards, Compliance Management

Peter maintains a strong interest in the relationship between organisational governance and operational design. This includes their influence on the delivery of quality services.

Before joining us in February 2022, Peter held leadership roles at the Australian Financial Security Authority. There, he played a lead role in modernising the regulation of personal property securities and personal insolvency.

Peter has worked in senior regulatory, service delivery and oversight roles across the public sector. At the Office of the Commonwealth Ombudsman, he implemented a national delivery model to improve investigatory functions.

In addition to legal qualifications, Peter has held clinical roles as a registered nurse, midwife and mental health nurse. He is a member of the Institute of Company Directors.

Sarah Kelly, Registrar (acting)

A recruitment process is underway to appoint this position.

Shelley Castree-Croad, Enterprise Governance and Strategy

Shelley has a passion for governance and a proven record of lifting the performance of highly complex services. Shelley does this through engaging staff, strengthening partnerships, thinking creatively and building leadership capability.

Shelley has extensive executive leadership experience. Before joining us in 2020, Shelley worked as the Chief Operating Officer at Austin Health and Chief Executive Officer at Calvary Health Care Kogarah.

Shelley is a graduate of the Australian Institute of Company Directors. Shelley has served on the Board of the Health Services Association NSW and as an alternate director of the Victorian Comprehensive Cancer Centre.

Shelley has a Master of Health Administration, a Diploma in Professional Studies (Clinical Practice) and an extensive healthcare background in Australia and the United Kingdom.