About the Office of the Health Ombudsman (OHO)

The OHO helps people with concerns about health services and health practitioners in Queensland. We work to protect the health and safety of the community by handling complaints, supporting safer healthcare, and taking action when needed.

About the Role

You will be responsible for providing complaint management and resolution advice to the public to assist/enable them to lodge a health service complaint, other matter or enquiry.

Role Responsibilities

- Receive and triage written and verbal health service complaints, notifications and enquiries whilst conducting thorough and timely comprehensive reviews of incoming material.
- Communicate and document clear and accurate advice provided to stakeholders using the most efficient and customer centric approach.
- Critically analyse complaint and notification information, including identifying and applying relevant qualified standards, codes of conduct and other formal health service and /or health practitioner guidelines; making administrative decisions on complaints and other matters; providing complaint outcome correspondence detailing decisions and reasons.




- Liaise as appropriate with internal and external stakeholders to obtain necessary information and documentation to inform how health service complaints should be managed. This includes knowledge of complaints resolution strategies, including problem solving to ensure alternative solutions and approaches are considered (early intervention in complaints management).

Skills and experience required

- Customer service experience
- Experience working with diverse communities and cultures
- Experience working in a high-volume, fast-paced environment
- Well developed resilience and wellbeing in the workplace

Eligibility and compliance

Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).

Appointments are subject to criminal history checks in accordance with section 52 of the Public Sector Act 2022.

Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.

All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 89, 182 or 183 of the Public Sector Act 2022.

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📌 Complaints Intake & Resolution Officer (Queensland)
🏢 Queensland Government
📍 Queensland