Complaints Support Officer

Office of the Victorian Information Commissioner; Victoria; On-site; AUD 60,000 - 70,000; Full time

Job summary

Office of the Victorian Information Commissioner (OVIC) is an independent regulator overseeing information access, privacy and data protection in Victoria. The Complaints Support Officer assists with timely processing and resolution of complaints under FOI and PDP Acts, and supports non-complex cases in line with established procedures.

At VPS Grade 2, the role operates under supervision, contributing to OVIC's purpose to resolve complaints fairly and impartially about agencies, with flexible

Qualifications

• The Complaints Support Officer handles complaints under the FOI Act and supports PDP Act processes.
• Assists with non-complex complaints and supports the complaints function per Information Commissioner policies.
• Contributes to timely, fair, impartial resolutions of complaints about agencies.

Responsibilities

• Process and support timely handling and finalisation of FOI Act complaints.
• Support resolution of non-complex PDP Act complaints.
• Work within established procedures under the direction of managers and senior staff.

Job description

Job Description

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.