Senior Complaints Officer

Victorian Government; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

The Office of the Victorian Information Commissioner (OVIC) is an independent integrity agency in Victoria. We are seeking a Senior Complaints Officer to deliver outcomes on complex and non-complex complaints in line with OVIC policies, maintaining a significant caseload and ensuring statutory timeframes are met.

Based in Melbourne, CBD and Inner Metro suburbs, the role requires judgment, independence, and adherence to OVIC standards, with pre-employment screening and security clearance

Qualifications

• Experience handling freedom of information and privacy complaints.
• Ability to manage a significant caseload and meet statutory timeframes.
• Understanding of OVIC policies and procedures.

Responsibilities

• Deliver outcomes on complex and non-complex complaints as per Information Commissioner policies.
• Maintain a significant caseload ensuring timely and consistent processing.
• Work under supervision of the Manager, Privacy and FOI Complaints, ensuring quality decisions.

Skills

Case management

Policy interpretation

Communication skills

Time management

Privacy & FOI understanding

Education

Public administration or law degree

Experience in government sector

Job description

Occupation: Governance and risk management

Location: Melbourne - CBD and Inner Metro suburbs

Reference: VG/1954028

As the Senior Complaints Officer you will exercise a high degree of independent judgement in delivering outcomes on complex and non-complex complaints in line with the policies and procedures established by the Information Commissioner.
You will be responsible for maintaining a significant caseload, ensuring complaints are dealt with efficiently, consistently and in accordance with statutory timeframes and OVIC's standards.

Office of the Victorian Information Commissioner

The Office of the Victorian Information Commissioner (OVIC) is an independent integrity agency, established under the Freedom of Information Amendment (Office of the Victorian Information Commissioner) Act 2017, that promotes the rights and upholds information rights in Victoria.

As an integrity agency, OVIC has combined oversight of privacy, information security and freedom of information in Victoria, administering both the Privacy and Data Protection Act 2014 (Vic) (PDP Act) and the Freedom of Information Act 1982 (Vic) (FOI Act).

OVIC is an equal opportunity employer and is committed to providing an inclusive and accessible working environment. OVIC seeks to ensure that all applicants and employees are treated respectfully and equitably in all stages of the recruitment process and employee lifecycle.

Role Description

The Senior Complaints Officer operates under the general direction of the Manager, Privacy and FOI Complaints and exercises a high degree of independent judgement in delivering outcomes on complex and non-complex complaints in line with the policies and procedures established by the Information Commissioner.

At the VPS Grade 4 level,the Senior Complaints Officer is responsible for maintaining a significant caseload, ensuring complaints are dealt with efficiently, consistently and in accordance with statutory timeframes and OVIC's standards.

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 Thursday 29 October 2026 at 11.59pm