The Principal Complaints Officer is responsible for the facilitation and management of complaints made on behalf of adults, children and young people, including progressing complaints to external agencies, assessing and monitoring the adequacy of complaint responses and outcomes and progressing appeals or internal reviews where required.

Our workplace

The Office of the Public Guardian (OPG) is an independent statutory office established to protect the rights and interests of adults with impaired decision-making capacity, and children and young people in the child protection system and other visitable sites.

Join us as we protect, support, advocate, educate and empower, to build a Queensland where our most vulnerable community members can live with dignity.

Key responsibilities:

• Provide advice and support staff in handling complaints and escalation processes internally, including developing and delivery complaint handling training, and the tracking and timeliness of outcomes.
• Assess complex information, and provide advice to referrers of complaints, to identify potential complaints, misconduct, or breaches, ensuring thorough consideration of legal and ethical standards.
• Provide expert advice on relevant laws,



policies, and procedures to ensure fair and transparent complaint handling.
• Act as an advocate for adult, children, and young people clients in the management of complaints by providing advice and ensuring a robust, transparent, and responsive complaints management system.
• Evaluate stakeholder responses to complaints in accordance with human rights and other relevant frameworks.
• Foster robust relationships with stakeholders for effective collaboration and quality outcomes.
• Maintain confidential complaint records, conduct audits, and analyse data to identify systemic issues.
• Promptly escalate systemic issues to the Manager with recommended actions.
• Respond to information requests from external agencies regarding complaints.

Qualifications and conditions:

Experience in government complaints experience will be highly regarded.

A mandatory condition of this role is a Working with Children Check clearance (Blue Card). If you do not already have one, OPG will guide you on how to apply.

Applications to remain current for 12 months.

📌 Principal Complaints Officer Brisbane
🏢 Office of the Public Guardian QLD
📍 Brisbane