Locations: Melbourne, Brisbane, Hobart, Canberra, Adelaide, Perth, Sydney
About the Aged Care Quality and Safety Commission
The Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. We work to improve the lives of older people by maintaining the integrity of the aged care system.
As the single independent regulator of Australian Government aged care services, we offer a variety of interesting and challenging jobs across most capital cities.
It is an exciting time to join the Aged Care Quality and Safety Commission, with major reforms underway to improve aged care in Australia. You will be contributing to our role as the national regulator to safeguard and protect older Australians receiving aged care services.
Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website www.agedcarequality.gov.au
About the Team
The Intake and Complaints work with people receiving aged care services, their supporters and service providers to resolve concerns and make positive improvements for people receiving aged care. The Complaints section is part of Intake and Complaints which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.
About the Role
Senior Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers Senior Complaints Officers use a range of techniques to resolve complaints in a timely and effective manner, such as desk-based investigations, facilitated discussions and meetings or site visits. Our complaints teams aim to resolve complaints in an impartial manner, achieving positive outcomes for older people, improving their aged care experience.
Senior Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all cases, from daily interactions to complex and contentious matters.
The incumbent may be appointed as an Authorised Commission Officer (ACO) and exercise regulatory powers under the Aged Care Act 2024, subject to meeting all statutory and eligibility requirements. The regulatory powers and appointment of an ACO are governed by the Aged Care Act 2024.
Position Duties
- Work with complainants, people receiving care, their supporters and service providers to identify concerns and develop options to achieve resolution.
- Analyse and interpret information presented to you including identifying, prioritising, escalating and managing risks within your caseload.
- Contribute to the overall objectives and outcomes of your team, including meeting legislated and other key performance indicators.
- Positively contribute to the work of your team by sharing ideas, offering support and collaborating on key tasks.
- Manage high caseloads involving complex and sensitive subject matter and competing priorities.
- Have difficult conversations with stakeholders including aged care recipients, their supporters and service providers
- Accurately record information including, detailed file notes, risk assessments, referrals, recommendations and escalation briefs.
- Produce high quality correspondence for complainants, people receiving care, their supporters and service providers. Correspondence needs to be person centred, as well as meeting the principles and requirements of administrative decision making.
- Exercise delegations and functions relevant to the Commission’s complaint resolution scheme.
- Be allocated duties that may not be specifically mentioned in the position description, that are within the capacity, qualifications and experience normally expected from persons occupying positions at the APS6 classification.
- Hold or be eligible to obtain, appointment as an Authorised Commission Officer (ACO) to undertake field-based duties, subject to meeting all statutory and eligibility requirements.
Key capabilities (Selection Criteria):
To be successful in this role you will need to demonstrate the following:
- High level analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations.
- A strong understanding of the principles of administrative decision making.
- A strong understanding of the aged care sector and the ability to interpret, understand and apply, or to quickly acquire knowledge of relevant legislation, including the Aged Care Act 2024 and Aged Care Quality Standards.
- Excellent written and verbal communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to your audience.
- Manage interpersonal relationships with respect and work within your team to accomplish organisational goals.
- Well-developed time management skills to thrive in a busy environment ensuring your case load and competing priorities are actioned appropriately.
- Strong stakeholder engagement skills and the ability to maintain productive working relationships.
- Identifying broader factors, trends and influences that may impact on the team’s objectives.
- Publicly represent the commission, acting professionally (including adhering to APS Values & Code of Conduct) and operating within the boundaries of organisational processes and legal and public policy directions.
- Ability to obtain Authorised Commission Officer approval in line with Commission policy and to meet obligations in respect of statutory powers, suitability requirements and responsibilities associated with field-based duties.
Role specific requirements
- Required to provide evidence of seasonal influenza and COVID 19 vaccinations
- Attend the required induction programme, a portion of which will be on site over consecutive weeks
Desirable skills, experience and qualifications
- Experience in complaints management, dispute resolution, legal, aged care, clinical experience, or financial experience (including with financial fee structures of aged care providers) is desirable but not mandatory.
Position Notes:
- Salary offered will be between $96,503- $108,869 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
- Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
- Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
- Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.
In your application, please provide a statement of claims against the key capabilities (selection criteria) in no more than 600-words, including what strengths you would bring to the role, and a copy of your CV.
Please complete the application and submit by 11 pm (AEDT) on Sunday, 1 Feb 2026.
Please contact our recruitment team on (02) 9633 3262 or recruitment@agedcarequality.gov.au for assistance with accessing our website or with lodging your application.
Specific questions about the roles can be directed to ICRG support by emailing ICRG.Support@agedcarequality.gov.au with Position title in the subject line.
Diversity and Inclusion
The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.
The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.
RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit https://www.apsc.gov.au/recruitability.
We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please email recruitment@agedcarequality.gov.au if you need any adjustments made.
Further information:
For further information about the Quality Commission, office locations and other related resources, please visit https://www.agedcarequality.gov.au
Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process.
Please note that the Commission does not allow the use of AI in performing the duties of the role outlined in the candidate pack.
For more information on the Australian Public Service, please visit http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code/factsheet-4 and http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code.