Complaints Officer

2 weeks ago

Canberra, Australia NDIS Quality and Safeguards Commission Full time

NDIS Quality and Safeguards Commission 1

About the NDIS Quality and Safeguards Commission

The NDIS Quality and Safeguards Commission (the NDIS Commission) is an independent

agency established on 1 July 2018 to improve the quality and safety of NDIS supports and

services to people with a disability.

Job Reference

Number

207_10/23

Number of

Vacancies

Various

Position Title

Complaints

Officer

Division

Complaints and Engagement Division

Classification APS 5 Branch Complaints and Incidents Branch

Status

Temporary

Transfer under

s26 of the Public

Service Act 1999

Section Complaints

Duration 12 months Location

Penrith NSW, Melbourne VIC, Brisbane

QLD, Canberra ACT, Adelaide SA, Perth

WA, Darwin NT, Hobart TAS

Security

Clearance

Baseline Office Arrangement Flexible

Contact Person Steve Akers Contact Job Title

Assistant Director Complaints Intake &
Early Resolution

Date

Applications

Open

Wednesday 1

November 2023

12:00 am

Date Applications

Close

Wednesday 15 November 2023 11:30

pm

NDIS Quality and Safeguards Commission 2

The NDIS Commission is the dedicated national regulator of NDIS service providers in

Australia and a non-corporate entity under the Public Governance, Performance and

Accountability Act 2013.

**The NDIS Commission’s core legislative functions are to**:
Uphold the rights of, and promote the health, safety and wellbeing of, people with

disability receiving supports or services, including those received under the

National Disability Insurance Scheme.

Develop a nationally consistent approach to managing quality and safeguards for

people with disability receiving supports or services, including those received under

the National Disability Insurance Scheme

Promote the provision of advice, information, education and training to NDIS

providers and to people with disability.

Secure compliance with relevant legislation through effective compliance and

enforcement arrangements, including through the monitoring and investigation

functions available to the Commissioner by legislation

Promote continuous improvement amongst NDIS providers and the delivery of

progressively higher standards of supports and services to people with disability

Develop and oversee the broad policy design for a nationally consistent framework

relating to the screening of workers involved in the provision of supports and

services to people with disability

Provide advice or recommendations to the National Disability Insurance Agency

(NDIA) and its Board in relation to the performance of the Agency’s functions

Engage in, promote and coordinate the sharing of information to achieve the

objects of the relevant legislation, and

**Provide NDIS market oversight, including**:
i. by monitoring changes in the NDIS market which may indicate emerging

risk; and

ii. by monitoring and mitigating the risks of unplanned service withdrawal.

Complaints and Incidents Branch

The Complaints and Incidents Branch is responsible for National operations that deliver the

NDIS Commission’s complaints and incident management function and is committed to

upholding the rights of NDIS participants, to elevate quality and safety and enable

consumer independence.

The Complaints and Incidents Branch forms part of the complaints/incidents functions in

the NDIS Commission, which also includes
- Incident Intake, Complaint Intake and Early Resolution

Safeguarding

Complaints and Incidents Policy

Complaints Operations

NDIS Quality and Safeguards Commission 3

Staff within the Complaints and Incidents Branch assist the Complaints Commissioner to

**manage the Commissioner’s complaints functions. This includes**:
Functions relating to the intake, investigation, management, conciliation and

resolution of complaints and incidents.

Assisting with the continued development of the complaints and incident intake

functions, including implementation of best practice, policy, procedures and

training.

Functions relating to the intake, triaging and early resolution of incidents and

complaints within the NDIS Commission.

Undertaking and generating solutions to support immediate safeguarding

needs.

Educating people about, and developing resources relating to best practice

handling of complaints and incidents arising out of, or in connection with, the

provision of supports or services by NDIS providers

Building the capacity of people with disability to pursue complaints in relation

to the provision of supports and services

Collecting, correlating, analysing and disseminating information relating to

complaints to identify trends or systemic issues, and

Building NDIS provider capability to develop a culture of learning and

innovation to deliver high quality supports and services, prevent incidents and

respond to complaints.

Addressing and supporting the development of policy and practice

improvements.

Pursuing regulatory actions where required.

**Key duties**:
Support the operation and mon

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