Complaints Officer & Manager Complaints

Overview

Join to apply for the Complaints Officer & Manager Complaints role at Department of Local Government, Industry Regulation and Safety (LGIRS).

Pay

This pay range is provided by LGIRS. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range: A$105,167.00/yr - A$149,485.00/yr

The Role

• Complaints Officer (16889) - Receives and assesses complaints in accordance with defined criteria and statutory obligations to determine whether further action, referral or closure is appropriate. Gathers relevant information from complainants, local government bodies, and other stakeholders to support accurate and timely triage. Under relevant legislation, performs statutory functions and exercises delegated statutory powers. Applies procedural fairness and natural justice principles in the handling and documentation of all complaint matters. Drafts summaries, recommendations, and outcome advice to support internal review, referral to other agencies, or closure.
• Manager Complaints (16804) - Leads the delivery of the Inspectorate’s statutory complaints handling function, including the receipt, assessment, categorisation and coordination of complaints under the Local Government Act 1995. Oversees the classification and handling of complaints, ensuring appropriate referral to adjudicators, when necessary, local governments, other integrity agencies or internal teams in line with legislative obligations. Manages a small team to ensure timely, accurate and procedurally fair handling of complaints, including the preparation of correspondence, recording of decisions and quality assurance of advice. Ensures compliance with statutory and administrative requirements, including timeframes for acknowledgement and handling of complaints, and maintenance of confidential records. Builds and maintains effective working relationships with stakeholders including local governments, internal legal and investigations teams, and other oversight agencies.

Qualifications & Licenses

• Complaints Officer (16889) – Qualifications - Current Western Australian C or C-A class drivers’ licence or equivalent.
• Manager Complaints (16804) – Qualifications - Current Western Australian C or C-A class drivers’ licence or equivalent. Tertiary qualifications in public administration, regulatory practice, or a related field would be an advantage.

Benefits of working for LGIRS

• Flexible working hours (37.5 hour week)
• Flexible working arrangements (from home, the field and office)
• 20 days of annual leave per year (half pay available)
• 17.5% leave loading paid annually on accrued annual leave
• 15 days personal leave per year
• 13 weeks long service leave every seven years (half pay available)
• 18 weeks paid parental leave (after 12 months of service)
• 3 public holidays in lieu per year
• 5 days reproductive leave per year
• 10 days disability leave per year
• 5 days cultural leave for Aboriginal and Torres Strait Islander people per year
• Ability to purchase additional annual leave
• Opportunities for professional development, acting, shadowing and mentoring
• Formal training options
• Stable work, job security, fair remuneration and 12% superannuation contributions

Interested? Click on "Apply" now to learn more about the role and how to apply for the position.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Management

Industries: Government Administration