About the Team The Complaints About Us and Conduct Unit is responsible for managing and responding to concerns raised about the Aged Care Quality and Safety Commission's service delivery, staff conduct and broad organisational practices. This includes handling complaints from external stakeholders regarding the Commission's service delivery functions, concerns regarding the integrity of its operations and overseeing the assessment, co-ordination, and management of alleged breaches of the APS Code of Conduct to ensure matters are assessed and addressed in line with legislative obligations and procedural fairness. Through this work, the section supports accountability, fosters a culture of ethical conduct, and contributes to continuous improvement across the Commission. About the Role The position undertakes intake, triage, assessment and oversight of complex and sensitive complaints about the Commission. The role plays a key part in ensuring complaint related decisions are fair, evidence-based and consistent with the Commission's policies and values. The role contributes to building a positive integrity culture by identifying emerging themes and trends, recommending improvements to complaint handling processes, and supporting capability development across the organisation. What you will gain from this experience In this role you will deepen your expertise in integrity and accountability frameworks and build strong capability in complaints management, investigations and stakeholder engagement. You will gain experience working on complex and sensitive matters that directly contribute to improving the Commission's service delivery and public trust. You will manage complaints and Code of Conduct investigations from beginning to end and work collaboratively with a range of key stakeholders, including the Integrity and Fraud and People and Culture Teams. The key duties of the position include Manage the end-to-end handling of complex or high-risk complaints about the commission, ensuring timely, consistent and fair outcomes Provide high-quality advice and briefings to senior executives in the Commission's leadership on complaint outcomes, emerging trends, and systemic issues Complete high quality complaint assessments and oversee the end to end Code of Conduct process ensuring adherence to procedural fairness and natural justice principles Identify and implement opportunities for process improvement, and contribute to the development and review of complaint handling policies, frameworks and guidance Prepare clear, accurate and sensitive correspondence reports and recommendations for a range of internal and external audiences Build and maintain collaborative relationships with internal stakeholders to support early resolution and promote best practice in complaints management Represent the section on branch and internal working groups or external engagement as required. Support the executive team with case data insights/trends. Occasional interstate travel will be required.
