APS5 Complaints Officer

Posted 26 October 2023
Salary$52.01 per hour, Benefits: plus super
Job type Contract
DisciplineGovernment Federal

Job description

The Organisation:

Join the team at a government agency that works to deliver nationally consistent, responsive and effective regulation of service providers.

The Role

This government agency works to improve the quality and safety of NDIS services and supports, investigates and resolves problems, and strengthens the skills and knowledge of providers and participants across Australia.

In the Complaints area our client’s focus is on resolving complaints about the quality and safety of services and supports by NDIS providers in accord with legislation, and to enable people to move forward. This team will be working on matters that have generally been waiting a while for resolution and our client is looking to bring on an experienced team to get these complaints resolved as quickly as reasonably possible.


  • Assessing and monitoring complaints and other regulatory intelligence
  • Managing a caseload of complaints in connection with the provision of supports and services, including the assessment of complex matters and escalating incidents for investigation or other action where necessary
  • Identifying and providing advice on trends and issues through the oversight and review of complaints
  • Completing assessments of complaints and other regulatory intelligence to a quality standard within agreed timeframes
  • Providing education and training to providers in relation to identifying incidents, preventing and effectively responding to abuse and neglect of people with disability, through the provision of information
  • Developing and maintaining strategic relationships with a large and diverse range of external stakeholders, including state and territory counterparts, service providers, and regulatory bodies
  • Preparing complex and/or sensitive correspondence and corporate documentation, including reports, briefings and submissions
  • Contributing to a learning culture where expertise can be developed and appropriately shared
  • Contributing to supporting and building capability in a team environment through input in team and national forums
  • Have an understanding of vicarious trauma which may occur through conversations with providers and participants and/or when reading documentation where distressing information may be disclosed
About You

Our ideal candidate will have a positive contemporary attitude to people with disability.  You will have strong complaint handling experience, compliance and analytical focus, strong customer focus service and be a strong communicator.
In addition, you will be able to demonstrate the following -
  • Experience developing influential working relationships with a wide range of stakeholders both internal and external
  • Sound analytical skills to evaluate complaints and related issues and contribute to solutions, advice and capacity building
  • 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
  • Resilience and taking personal responsibility for health and welfare
Applicants must:
  • Hold Australian citizenship
  • Be willing and eligible to obtain a security clearance to the level applicable to the position.
If you are interested in this role, please APPLY NOW or call DFP Recruitment on 8632 9900 for more information.

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.