Complaints Assessment Officer

Department of Justice and Community Safety, Victoria; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Integrity Oversight Victoria, based in Melbourne, is seeking a Complaints Assessment Officer to join a small, collaborative team and help deliver the agency's complaints function.

The role involves managing complaints under the organisation's framework, engaging with diverse complainants including vulnerable people, assessing cases, liaising with integrity bodies and guiding appropriate next steps. The CAO also contributes to policy and procedure improvements and integrity responses.

Responsibilities

• Manage complaints in accordance with the Complaint Handling Framework, service standards and information management requirements.
• Communicate with a diverse range of complainants, including vulnerable individuals, assessing complaints, liaising with integrity bodies and advising on next steps.
• Contribute to the ongoing improvement of internal policies and procedures and to the delivery of integrity responses.

Job description

Job Overview

Reporting to the Manager, Complaints and working as part of a small collaborative team, the Complaints Assessment Officer (CAO) plays a crucial role in the delivery of IOV's complaints function.

About This Role

Reporting to the Manager, Complaints and working as part of a small collaborative team, the Complaints Assessment Officer (CAO) plays a crucial role in the delivery of IOV's complaints function.

Responsibilities include managing complaints in accordance with IOV's Complaint Handling Framework, service standards and information management requirements. The CAO communicates with a diverse range of complainants, including vulnerable individuals, assessing complaints, liaising with integrity bodies and determining and advising on the appropriate next steps.

The CAO also contributes to the continued improvement of internal policies and procedures and to the delivery of IOV's integrity responses.

For more information regarding this position, please see the attached position description.

Closing date for applications is 11.59pm, 26 October 2026.

Other Relevant Information

For further information regarding Integrity Oversight Victoria please visit our website at www.integrityoversight.vic.gov.au.

For enquiries regarding the position please phone the contact person listed in the position description.

Integrity Oversight Victoria values the contribution of all employees and fair and equitable treatment of all people is integral to all activities. As such, Integrity Oversight Victoria will make reasonable adjustments for applicants with disabilities.

Employment Of Successful Candidates Will Be Subject To

• Reference checks, completion of a pre-employment misconduct screening declaration and consent form, and a pre-employment criminal record check.
• Undertaking an oath or affirmation as prescribed in Section 30 of the Integrity Oversight Victoria Act 2011.
• A Negative Vetting 1 security clearance is mandatory and will be required to be obtained once engaged and maintained for the duration of employment with Integrity Oversight Victoria.

Integrity Oversight Victoria is committed to maintaining the privacy of personal information. Personal information received during the recruitment process is managed in accordance with the Privacy and Data Protection Act 2014 and the Health Records Act 2001. Integrity Oversight Victoria recruitment processes include considering and responding to your job application. In some circumstances, in order to assess your suitability for the role, we may seek to contact one or more referees who are not specified in your application. Any proposal to contact an unspecified referee will be discussed with you first and your consent will be sought before doing so. A failure by you to provide consent to contact unspecified referees may, in some circumstances, result in your application not being considered further. You may request access to your personal information by contacting Integrity Oversight Victoria.