Overview

Join to apply for the Complaints Officer & Manager Complaints role at Department of Local Government, Industry Regulation and Safety (LGIRS) .

Pay

This pay range is provided by LGIRS. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

A$105,167.00/yr - A$149,485.00/yr

The Role

Complaints Officer (16889)

- Receives and assesses complaints in accordance with defined criteria and statutory obligations to determine whether further action, referral or closure is appropriate.
- Gathers relevant information from complainants, local government bodies, and other stakeholders to support accurate and timely triage.
- Under relevant legislation, performs statutory functions and exercises delegated statutory powers.
- Applies procedural fairness and natural justice principles in the handling and documentation of all complaint matters.
- Drafts summaries, recommendations, and outcome advice to support internal review, referral to other agencies, or closure.

Manager Complaints (16804)

- Leads the delivery of the Inspectorate’s statutory complaints handling function, including the receipt, assessment, categorisation and coordination of complaints under the Local Government Act 1995.
- Oversees the classification and handling of complaints, ensuring appropriate referral to adjudicators, when necessary, local governments, other integrity agencies or internal teams in line with legislative obligations.
- Manages a small team to ensure timely, accurate and procedurally fair handling of complaints, including the preparation of correspondence, recording of decisions and quality assurance of advice.
- Ensures compliance with statutory and administrative requirements,



including timeframes for acknowledgement and handling of complaints, and maintenance of confidential records.
- Builds and maintains effective working relationships with stakeholders including local governments, internal legal and investigations teams, and other oversight agencies.

Qualifications & Licenses

Complaints Officer (16889) – Qualifications

- Current Western Australian C or C-A class drivers’ licence or equivalent

Manager Complaints (16804) – Qualifications

- Current Western Australian C or C-A class drivers’ licence or equivalent
- Tertiary qualifications in public administration, regulatory practice, or a related field would be an advantage

Perks of working for LGIRS

- Flexible working hours (37.5 hour week)
- Flexible working arrangements (from home, the field and office)
- 20 days of annual leave per year (half pay available)
- 17.5% leave loading paid annually on accrued annual leave
- 15 days personal leave per year
- 13 weeks long service leave every seven years (half pay available)
- 18 weeks paid parental leave (after 12 months of service)
- 3 public holidays in lieu per year
- 5 days reproductive leave per year
- 10 days disability leave per year
- 5 days cultural leave for Aboriginal and Torres Strait Islander people per year
- Ability to purchase additional annual leave
- Opportunities for professional development, acting, shadowing and mentoring
- Formal training options
- Stable work, job security, fair remuneration and 12% superannuation contributions

Interested? Click on "Apply" now to learn more about the role and how to apply for the position.

Seniority level

- Mid-Senior level

Employment type

- Full-time

Job function

- Management

Industries

- Government Administration

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📌 Complaints Officer & Manager Complaints (Australia)
🏢 VenuesWest
📍 Australia