The Energy & Water Ombudsman SA (EWOSA) is seeking an experienced and thoughtful professional to join us as our Senior Systemic Issues Officer.

EWOSA provides a free, independent, accessible, fair and informal dispute resolution service to South Australian energy and water consumers.

This is a hands-on specialist role responsible for the day-to-day coordination of EWOSA's systemic issues function. You will identify and assess issues arising from complaints, case information and other sources, determine whether concerns may extend beyond an individual complaint, engage with member organisations and help progress appropriate outcomes.

A particularly important part of this role is how systemic issues are progressed with our members. You will need to be comfortable raising potentially difficult issues clearly and independently while maintaining constructive, professional and cooperative relationships.

About the role

Reporting to the Chief Operating Officer, you will:

- identify, assess, document and monitor potential and confirmed systemic issues

- analyse complaint and case information to identify patterns, emerging risks, possible root causes and consumer impacts

- distinguish systemic issues from individual complaint matters and determine what further information is genuinely required

- engage directly with member organisations to understand issues, seek relevant information and progress appropriate remediation

- prepare clear, evidence-based assessments and recommendations for the Chief Operating Officer

- prepare high-quality correspondence and reports for members, management, the Board and regulators

- maintain EWOSA's Systemic Issues Register and monitor agreed actions through to closure

- consider member remediation, self-reporting and existing regulatory activity when assessing what further action by EWOSA is warranted

- work closely with EWOSA's dispute resolution, relationships and other teams to identify and assess emerging systemic issues





- contribute to systemic issues reporting and insights for management and the Board.

About you

You will bring experience in systemic issues, complaints, dispute resolution, regulation, utilities, financial services, an ombudsman environment or another relevant field.

You will also have:

- strong analytical skills and the ability to assess evidence objectively

- sound judgement about what constitutes a systemic issue and the appropriate scope of an enquiry

- excellent written communication skills, including the ability to prepare concise and accurate assessments, recommendations and external correspondence

- strong attention to detail and a high standard of quality control

- the ability to interpret and apply legislation, rules, codes, policies or regulatory guidance

- strong stakeholder and relationship management skills

- the confidence to raise and pursue sensitive matters while maintaining constructive relationships

- a proportionate and practical approach to information requests, remediation and escalation

- the ability to manage multiple matters, follow through on actions and keep senior management appropriately informed.

Experience in an external dispute resolution scheme, ombudsman scheme, regulator, energy or water sector, or financial services complaints workplace would be highly regarded.

Relevant tertiary qualifications in areas such as law, business, public policy, dispute resolution, governance or regulation would also be well regarded.

What will make you successful

This role will suit someone who can look beyond an individual complaint and ask whether there may be a broader issue affecting other consumers.





You will be analytical and evidence-based, but also practical. You will know when further information is needed and when enough information is available to reach a reasonable conclusion.

Just as importantly, you will understand that effective systemic issues work depends on good relationships. You will be able to raise concerns independently and appropriately while working constructively with EWOSA's members to understand issues and achieve appropriate consumer outcomes.

Why join EWOSA?

This is an opportunity to take on a specialist role with a direct connection to consumer outcomes and the operation of South Australia's energy and water sectors.

You will work closely with EWOSA's Chief Operating Officer and other senior leaders and have the opportunity to engage with energy and water providers, regulators and other stakeholders on issues that can affect more than one consumer.

EWOSA offers a qualified, collaborative and purpose-driven working environment where sound judgement, independence and constructive relationships are valued.

Our employee benefits include:

- salary sacrifice options

- group salary continuance insurance

- group personal accident insurance

- a confidential Employee Assistance Program

- annual health checks and flu vaccinations

- access to learning and development opportunities

- subsidised quit smoking programs

- regular ergonomic assessments by a qualified ergonomist

- contemporary technology and systems to support your work

- a hybrid working arrangement, with two designated work-from-home days each week and three days in the office.

How to apply

Please submit:

- your current resume

- a cover letter outlining your suitability for the role and relevant experience.

Applications close: 22 November 2026, or earlier if a suitable candidate is found.

EWOSA is committed to providing a respectful and inclusive workplace and welcomes applications from suitably qualified candidates from diverse backgrounds.

📌 Senior Systemic Issues Officer (Adelaide)
🏢 Energy and Water Ombudsman (SA
📍 Adelaide