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

The 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 section is part of ICRG which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.

About the Role

Senior Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers Senior Complaints Officers use a range of techniques to resolve complaints in a timely and effective manner, such as desk-based investigations, facilitated discussions and meetings or site visits. Our complaints teams aim to resolve complaints in an impartial manner, achieving positive outcomes for older people, improving their aged care experience.

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

Position duties include, but are not limited to:

• Work with complainants, people receiving care, their supporters and service providers to identify concerns and develop options to achieve resolution.
• Analyse and interpret information presented to you including identifying, prioritising, escalating and managing risks within your caseload.
• Contribute to the overall objectives and outcomes of your team, including meeting legislated and other key performance indicators.
• Positively contribute to the work of your team by sharing ideas, offering support and collaborating on key tasks.
• Manage high caseloads involving complex and sensitive subject matter and competing priorities.
• Have difficult conversations with stakeholders including aged care recipients, their supporters and service providers
• Accurately record information including, detailed file notes, risk assessments, referrals, recommendations and escalation briefs.
• Produce high quality correspondence for complainants, people receiving care, their supporters and service providers. Correspondence needs to be person centred, as well as meeting the principles and requirements of administrative decision making.
• Be allocated duties that may not be specifically mentioned in the position description, that are within the capacity, qualifications and experience normally expected from persons occupying positions at the APS6 classification.

Position Details

• Salary offered will be between $96,503 - $108,869 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.