Work Type: Ongoing - Full-time
Salary: $113,022 - $124,884
Grade: VPS 5
Occupation: Governance and risk management
Location: Melbourne - CBD and Inner Metro suburbs
Reference: 287
About Us
Our vision: Victoria is Fair
The Victorian Ombudsman (VO) provides a free, independent, accessible and impartial service to the public. Our purpose is to ensure fairness for the public in their dealings with the Victorian public sector, to improve public administration, and engage within both public organisations, the government sector and the broader community. The Ombudsman Act 1973 (Vic) is the governing legislation.
The Ombudsman’s role is to ensure that state and local government services are delivered in a fair and reasonable manner that is compatible with the Charter of Human Rights and Responsibilities Act 2006. The Ombudsman also investigates allegations of improper conduct referred by the Independent Broad-based Anti-Corruption Commission (IBAC), and any matter referred by parliament.
We protect human rights as the independent complaint handler and investigator, and by making it easier for those experiencing disadvantage to complain.
We enhance integrity by investigating serious matters and exposing maladministration and improper conduct.
We ensure fairness through independent and impartial complaint resolution and promoting fair and reasonable decision making.
We champion continuous improvement and assist public bodies to learn from complaints and investigations and work constructively to identify solutions.
As a sworn member of Ombudsman staff, the incumbent will faithfully and impartially perform the duties of office of Ombudsman and will not divulge, except according to law, any information received in the performance of those duties.
About the Role
Reporting to the Senior Manager, Complaints, the Senior Complaints Officer works flexibly and collaboratively to provide timely, specialist complaint handling, assessment, resolution and operational expertise to key projects and functions.
The Senior Complaints Officer will carry a complex caseload and provide support and advice across the team and the broader organisation to support the delivery of key operational priorities for the Complaints area and the broader organisation.
Core to your success in this role is the ability to obtain a strong understanding of the Ombudsman Act 1973. You will also use your knowledge of the Act and good complaint handling practices to support the Complaints Service Excellence team’s activities in assessing the quality of complaint handling and decision-making of Complaints Officers and provide associated guidance and support.
Please review the position description for full details.
How to apply:
Applications need to be submitted online via the ‘Apply Now' button.
To be considered for this role, you must include:
Applications close midnight Wednesday 16 July 2025
VO is an equal opportunity employer and is committed to providing an inclusive, accessible and safe work environment. We want to ensure all applicants and employees with disability are treated respectfully and equitably in all stages of the recruitment process.
We encourage job applications from people of all genders, ages, religions, disability, LGBTIQ and cultures, including Aboriginal and Torres Strait Islander people.
VO is committed to supporting our employees work and life balance commitments. All requests for flexible working arrangements will be considered in line with operational requirements.
Employment at the Victorian Ombudsman is subject to: