Complaints Resolution Investigator

EnergyAustralia Pty; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Employee discounts

Parental leave

Flexible working

Recognition programs

Job summary

EnergyAustralia Pty is seeking a Complaints Resolution Investigator based in Docklands. You will conduct detailed investigations into complaints referred to external ombudsman schemes, prepare formal submissions, and negotiate settlements with customers and officers.

The role sits in the External Dispute Resolution team, following a hybrid model with 2-3 days in the office each week. You will apply the Fair Outcomes Assessment Framework, manage caseloads across EWON/EWOV/EWOSA/EWOQ, and liaise

Qualifications

• Experience in complaints investigation or regulatory environments.
• Empathy for customers in hardship or vulnerability.
• Ability to assess case risk and resolution paths.
• Strong negotiation experience with external parties.
• Excellent written and verbal communication.
• Knowledge of Australian energy regulatory frameworks.

Responsibilities

• Investigate complaints referred to external dispute resolution.
• Prepare evidence-based findings and settlement recommendations.
• Manage caseloads through EWON, EWOV, EWOSA or EWOQ.
• Negotiate settlements with customers and ombudsman officers.
• Identify vulnerable customers and respond with appropriate care.
• Flag systemic issues via governance channels.

Skills

Complaints investigation

External dispute resolution

Analytical skills

Negotiation

Written communication

Verbal communication

Regulatory knowledge

Job description

About Us

Globally, energy markets are in transition to a net zero future and the entities within these markets are transforming their underlying business models to ensure that they stay relevant, sustainable and profitable. As one of Australia’s largest energy providers, we are proud of our purpose to lead and accelerate the clean energy transformation. Our ability to deliver on this purpose will be dependent on our people.

About the Role

The Complaints Resolution Investigator conducts detailed investigations into complaints that have been lodged with, or are at risk of progressing to, an external energy ombudsman scheme, and negotiates fair resolutions with customers and ombudsman case officers. This role is accountable for the timely, fair and compliant investigation and resolution of complaints referred to external ombudsman schemes.

Working across EWON, EWOV, EWOSA and EWOQ processes, the role manages assigned caseloads from lodgement through to resolution, preparing formal submissions and negotiating settlements directly with customers and ombudsman case officers.

This is a permanent individual contributor role within the External Dispute Resolution (EDR) team, based in Docklands. The role follows a hybrid work model, with 2-3 days in the office each week, and standard Monday to Friday business hours.

Key Responsibilities

• Conduct thorough investigations into complaints referred to external dispute resolution, including account, billing, metering and interaction history.
• Apply EnergyAustralia's Fair Outcomes Assessment Framework to prepare evidence-based findings and settlement recommendations within ombudsman scheme timeframes.
• Manage assigned caseloads through EWON, EWOV, EWOSA or EWOQ processes from lodgement to resolution, meeting each scheme's service standard timeframes.
• Negotiate settlements directly with customers and ombudsman case officers, applying remedies in line with the Fair Outcomes Assessment Framework's defined bands.
• Identify and handle vulnerable customers — hardship, family and domestic violence, and life support — with additional care and sensitivity.
• Detect and raise potential systemic issues arising from EDR cases via the appropriate governance channels.

About you

• Demonstrated experience in complaints investigation, external dispute resolution or a related regulatory/legal environment.
• Highest standard of customer service; genuine empathy for customers experiencing hardship, distress or vulnerability, even in contested or escalated matters.
• Strong analytical and investigative skills with the ability to make sound judgements on case risk and resolution pathways.
• Strong negotiation skills, including experience settling complex or contested matters with external parties and ombudsman case officers.
• Outstanding written and verbal communication skills; able to draft clear, precise formal submissions and complaint responses.
• Working knowledge of Australian energy retail regulatory frameworks (AER, EWON, EWOV, EWOSA, EWOQ).

Why Us?

EnergyAustralia is a place where all employees are genuinely valued, supported, and free to be themselves — because we believe that’s when we’re at our best.

We embrace diversity of background, experience, and perspective, and we encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, and those from the LGBTQ+ community.

Here’s what you can look forward to:

• Employee discounts on electricity and gas, plus savings on major brands and products
• 20 weeks’ paid parental leave – completely gender-equal
• Energise Program – flexible working that’s team-centric, enabling teams to agree and succeed together
• Performance recognition and incentive programmes – tailored to different roles and teams to reward great work throughout the year
• Supportive leaders and a down-to-earth culture where you can be your authentic self