Complaints Officer and Senior Complaints Officer

About the Aged Care Quality and Safety Commission

The role of the Commission is to protect and enhance the safety, health, wellbeing and quality of life of people receiving aged care.

The Commission is the national end-to-end regulator of aged care services and the primary point of contact for consumers and providers in relation to quality and safety. Our vision is to support a world-class aged care system driven by empowered consumers who enjoy the best possible quality of life.

We aim to build confidence and trust in aged care, empower older persons, promote best practice service provision, promote quality standards and hold providers to account for their performance against the expected standards of care. We seek to promote an aged care system that develops safer systems of care, inculcates a culture of safety and quality, and learns from mistakes, while providing the oversight that can assure the community that aged care services are operating as they should, including working on continuous improvement.

About the Team

The Intake and Complaints Branch (ICB) work with people receiving aged care services, their supporters and service providers to resolve concerns and make positive improvements for people receiving aged care. ICB is the part of the Complaints Commissioner Division which supports complaint resolution, sharing intelligence, managing risk, and where required, an integrated regulatory response.

About the Role

APS5 Complaints Officer

Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers. Complaints Officers use a range of dispute resolution techniques to resolve complaints, such as desk-based investigations, conciliation, service provider resolution or site visits. Investigations are primarily conducted from the office and occasionally site visits are required.

Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all matters, from daily interactions to contentious matters.

APS6 Senior Complaints Officer

Senior Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers Senior Complaints Officers use a range of techniques to resolve complaints in a timely and effective manner, such as desk-based investigations, facilitated discussions and meetings or site visits. Our complaints teams aim to resolve complaints in an impartial manner, achieving positive outcomes for older people, improving their aged care experience.

Senior Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all cases, from daily interactions to complex and contentious matters.

The incumbent may be appointed as an Authorised Commission Officer (ACO) and exercise regulatory powers under the Aged Care Act 2024, subject to meeting all statutory and eligibility requirements. The regulatory powers and appointment of an ACO are governed by the Aged Care Act 2024.

Position Duties

APS5 Complaints Officer

• Working with complainants, people receiving care and service providers to identify concerns and developing options to achieve resolution
• Managing calls and managing difficult conversations and tailoring communication strategies to a diverse group of stakeholders
• Analyse and interpret information presented to you including identifying, escalating and managing risks within your caseload seeking guidance as required.
• Accurately recording information including, preparing detailed reports, correspondence and recommendations
• Effectively managing individual caseloads while contributing to the overall objectives and outcomes of your team
• The incumbent can expect to be allocated other duties
• Hold or be eligible to obtain, appointment as an Authorised Commission Officer (ACO) to undertake field-based duties, subject to meeting all statutory and eligibility requirements.

APS6 Senior Complaints Officer

• Work with complainants, people receiving care, their supporters and service providers to identify concerns and develop options to achieve resolution.
• Analyse and interpret information presented to you including identifying, prioritising, escalating and managing risks within your caseload.
• Contribute to the overall objectives and outcomes of your team, including meeting legislated and other key performance indicators.
• Positively contribute to the work of your team by sharing ideas, offering support and collaborating on key tasks.
• Manage high caseloads involving complex and sensitive subject matter and competing priorities.
• Have difficult conversations with stakeholders including aged care recipients, their supporters and service providers
• Accurately record information including, detailed file notes, risk assessments, referrals, recommendations and escalation briefs.
• Produce high quality correspondence for complainants, people receiving care, their supporters and service providers. Correspondence needs to be person centred, as well as meeting the principles and requirements of administrative decision making.
• Exercise delegations and functions relevant to the Commission’s complaint resolution scheme.
• Be allocated duties that may not be specifically mentioned in the position description, that are within the capacity, qualifications and experience normally expected from persons occupying positions at the APS6 classification.
• Hold or be eligible to obtain, appointment as an Authorised Commission Officer (ACO) to undertake field-based duties, subject to meeting all statutory and eligibility requirements.

For key capabilities, role specific requirements, desirable skills, experiences and qualifications required for APS5 Complaints Officer and APS6 Senior Complaints Officer please refer to candidate pack.

Position Notes

• Salary offered will be between APS5 ($89,135 - $96,829) & APS6 ( $99,784 - $112,571) per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
• Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
• Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
• Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.
• Eligible candidates will be invited to complete a series of online assessments as part of this recruitment process after the advertisement closes on 28/05/2026. These assessments will include cognitive abilities, emotional intelligence and a workstyle questionnaire. The assessments have been mapped to the role requirements and are used alongside other selection methods to inform shortlisting decisions

In your application, please provide a statement of claims against the key capabilities (selection criteria) in no more than 600-words, including what strengths you would bring to the role, and a copy of your CV.

• Please complete the application and submit by 11 pm (AEST) on Thursday, 28 May 2026 .
• Two referees, one of these should be your current supervisor. The panel may contact referees at any stage of the recruitment process, after your consent has been sought.
• Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process. Please note that the Commission does not allow the use of AI in performing the duties of the role outlined in the candidate pack.

Please contact our recruitment team on (02) 9633 3262 or ***email_hidden*** for assistance with accessing our website or with lodging your application.

Specific questions about the roles can be directed to ICRG support by emailing [email protected] with Position title in the subject line.

Diversity and Inclusion

The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.

The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.

RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit https://www.apsc.gov.au/recruitability.

We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please email ***email_hidden*** if you need any adjustments made.

Further information

For further information about the Quality Commission, office locations and other related resources, please visit https://www.agedcarequality.gov.au

For more information on the Australian Public Service, please visit http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code/factsheet-4 and http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code.