About the Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission (Commission) is the national regulator of Commonwealth funded aged care services. We work with stakeholders to foster a world-class sector that safeguards the wellbeing and rights of older Australians receiving aged care.

We offer a variety of interesting and challenging jobs across most capital cities. It is an exciting time to join the Commission, with major reforms underway to improve aged care in Australia. You will be contributing to our vision for older Australians to trust and have confidence that aged care services protect and enhance their safety, health and quality of life.

About the Team

Intake and Complaints Resolution Group (ICRG) works with people receiving aged care services, their supporters and service providers to resolve concerns and make positive improvements for people receiving aged care. The Complaints Resolution section sits within ICRG which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.

About the Role

Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers. Complaints Officers use a range of dispute resolution techniques to resolve complaints, such as desk-based investigations, conciliation, service provider resolution or site visits. Investigations are primarily conducted from the office and occasionally site visits are required.

Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all matters, from daily interactions to contentious matters.

Position duties include, but are not limited to:

• Working with complainants, people receiving care and service providers to identify concerns and developing options to achieve resolution
• Managing calls and managing difficult conversations and tailoring communication strategies to a diverse group of stakeholders
• Analyse and interpret information presented to you including identifying, escalating and managing risks within your caseload seeking guidance as required.
• Accurately recording information including, preparing detailed reports, correspondence and recommendations
• Effectively managing individual caseloads while contributing to the overall objectives and outcomes of your team
• The incumbent can expect to be allocated other duties

Position Details

• Salary offered will be between $86,204 - $93,226 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
• Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
• Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
• Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.
• Shortlisted applicants will be required to provide confirmation of Aboriginal and/or Torres Strait Islander heritage.

Please complete the application and submit by Sunday 19 October 2025, 11:30PM AEDT.

Applications are to be submitted via the Aged Care Quality and Safety Commission Careers page.