About the Role

We are seeking expressions of interest for an Investigations Officer to join the team for a 12-month period, with the potential to become permanent.

As an Investigations Officer, you will investigate, record and resolve escalated, high complexity or longer-term complaints in line with the regulatory framework and EWON’s complaint handling policies and processes. You will use alternative dispute resolution practices to identify key issues, gather and assess evidence, determine fair and reasonable outcomes, and communicate clearly with customers and providers.

Key Accountabilities

- Investigate and resolve escalated, high-complexity or longer-term energy, gas and water complaints within required timeframes.
- Identify key issues, research and obtain relevant information and documentation, and determine fair and reasonable outcomes under EWON policies and procedures.
- Prepare written correspondence including detailed technical assessments to be provided to consumers, providers and other relevant parties to proactively manage complaints.
- Maintain accurate case records and proactively manage case progression, collaborating with Leads, Managers and colleagues as required.
- Apply procedural fairness, independence,



alternative dispute resolution principles and EWON’s Case Handling Manual and quality standards.
- Manage difficult or sensitive conversations with discretion, judgement and empathy, including when supporting customers experiencing vulnerability or distress.
- Identify complaint trends and escalate serious, sensitive or systemic issues, while contributing to continuous improvement.

How to Apply For more information about the role please see the position description.

You can submit your application via the internal career portal by attaching a current resume and cover letter outlining why you are interested in the role, and how your skills and experience make you a solid candidate for the role.

The recruitment process will include:

1. review of your application
2. interview with relevant department panel
3. profiling questionnaire on your preferred behavioural style at work
4. review of your performance development plan.

Applications close 4 November 2026

If you have any questions about this opportunity, please contact Natalie Stuart-Gregory, Dispute Resolution Manager, Investigations.

📌 Investigations Officer (Sydney)
🏢 EWON
📍 Sydney