APS5 Complaint Handling Officer

Posted 03 May 2022
Salary$45 - $50 per hour
LocationBox Hill
Job type Temporary
DisciplineGovernment Federal, Government, Defence, Emergency

Job description

The Role
This Government agency works with people with disability, providers and the community to deliver nationally consistent, responsive and effective regulation of service providers.

The Complaints Handling Officer will be part of a dedicated team that monitors the caseload of complaints about registered providers, including assessing moderately complex complaints and contributing to complaints handling activities, including conciliations.


  • Assist with the management of a caseload of incidents, liaising regularly with managers as to the management of caseload.
  • Utilise statutory provisions under the relevant legislative framework, requesting all relevant information necessary in processing the complaint and preparing the complaint documentation for review by decision makers.
  • Actively contribute to the education of training programs in relation to effective handling of complaints to inform and educate participants, providers and the public regarding handling functions
  • Develop and maintain productive working relationships with a large and diverse range of external stakeholders, including but not limited to, state and territory counterparts, service providers, and regulatory bodies.
  • Monitor incoming complaints and status to ensure high-risk complaints are escalated to be dealt with expeditiously, and escalate any delays or workflow obstacles with line managers and managers
About You
Our ideal candidate will have regulatory, compliance and analytical experience along with strong communication and customer service skills. 
  • Experience developing influential working relationships with a wide range of stakeholders both internal and external.
  • Sound investigation skills to evaluate complaints, requesting relevant documentation, and preparing case notes for decision maker review
  • Highly developed organisation skills, with the ability to work in a high-volume environment and the capacity to manage competing demands and to meet deadlines.
  • The ability, and the confidence, to make sound judgements and decisions based on thorough research, problem-solving, innovation and evidence-based practice, to achieve the objectives
  • Australian citizenship
If you are interested in this role, please APPLY NOW. Applicants must hold Australian citizenship at time of application to be considered. 

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Note: You may be required to provide evidence of your COVID-19 vaccination status.