Complaints Support Officer

State Government of Victoria, Australia; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

The Complaints Support Officer at the Office of the Victorian Information Commissioner (OVIC) processes and supports timely handling of complaints under the FOI Act and PDP Act, with a focus on non-complex matters. The role sits within OVIC’s Complaints function and reports to the Manager of the Complaints function or Senior Complaints Officers.

At VPS Grade 2 level, the position requires adherence to established procedures, strong integrity, and the ability to work within delegations while

Responsibilities

• Processes and supports timely handling and finalisation of complaints made under the FOI Act and PDP Act.
• Assists with handling and resolution of non-complex complaints and ensures operation of the complaints function in line with OVIC policies.
• Works under the direction of the Manager of the Complaints function and/or Senior Complaints Officers and escalates complex or sensitive matters as required.

Job description

Occupation: Governance and risk management

Location: Melbourne - CBD and Inner Metro suburbs

Reference: VG/1948964

OVIC provides independent oversight of the Victorian public sector's collection, use and disclosure of public sector information. Our functions are set out in the Freedom of Information Act 1982 (FOI Act) and the Privacy and Data Protection Act 2014 (PDP Act).
As Complaints Support Officer you will operate under the direction of the Manager of the Complaints function and/or Senior Complaints Officers and work within established procedures, guidelines and delegations. The position exercises limited independent judgement on routine and non-complex matters, referring matters involving complexity, sensitivity or policy implications to more senior staff.

Office of the Victorian Information Commissioner

The Office of the Victorian Information Commissioner (OVIC) is an independent regulator with combined oversight of information access, information privacy, and data protection.

Our goal is to embed in the Victorian public sector a culture that promotes fair public access to information while ensuring its proper use and protection. We aim to build community trust in government's handling of information.

If you have a strong commitment to integrity and want to help shape the future of access to information rights in Victoria, we would like to hear from you.

Role Description
The Complaints Support Officer processes, and supports the timely processing and finalisation of, complaints made under the FOI Act and supports the resolution of complaints made under the PDP Act. The position primarily assists with the handling and resolution of non-complex complaints and effective operation of the complaints function in line with the policies and procedures established by the Information Commissioner.

The Complaints Support Officer sits within the complaints function and contributes to OVIC's statutory responsibility to conduct timely, fair and impartial resolutions of complaints made about agencies.

At the VPS Grade 2 level, the Complaints Support Officer operates under the direction of the Manager of the Complaints function and/or Senior Complaints Officers and works within established procedures, guidelines and delegations. The position exercises limited independent judgement on routine and non-complex matters, referring matters involving complexity, sensitivity or policy implications to more senior staff.

Employment screening conditions

This position is only open to Australian citizens. Preferred applicants will be required to undertake pre-employment screening, including the completion of a Statutory Declaration and Consent Form.

This role requires the employee be found eligible and suitable to gain and maintain a security clearance for the duration of their employment. This includes periodic rescreening as required, across the lifecycle of employment.

Health and safety

OVIC is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees.

In accordance with the VPS Agreement all staff at OVIC can apply for flexible work arrangements. However, flexibility arrangements will differ from role to role and will be considered in the context of OVIC's operational requirements.

Accessibility

OVIC provides reasonable adjustments for people with a disability. If you need adjustments to fully participate in the application or interview process, or to receive this information in an accessible format (such as large print or audio) please contact the HR team at [e-mail] .

Confidentiality

OVIC is committed to maintaining the privacy of personal information. The recruitment process and all matters relating to it are treated in the strictest confidence. Personal information received during the recruitment process will be managed in accordance with the Privacy and Data Protection Act 2014.

Applications close Wednesday 7 October 2026 at 11.59pm