Complaints Officer

2 weeks ago

Melbourne City Centre, Australia Victorian Gambling and Casino Control Commission Full time

About the organisation
The Victorian Gambling and Casino Control Commission (VGCCC) is an independent statutory authority which regulates Victoria's gambling industry. The organisation licenses, informs and educates, monitors and enforces the gambling industry through a risk-based approach to regulation. Underpinned by its values of “work together, act with integrity, respect others, make it happen, and act with courage and confidence”, the VGCCC plays an important role in ensuring the integrity, safety and fairness of the gambling industry so that it delivers sustainable benefits to Victoria. Our culture is supportive and collaborative, fostering the growth and development of our people and provides great facilities with a work/life balance.
The opportunity
Reporting to the Manager, Complaints, this role is responsible for assessing and investigating complaints that are lodged with the VGCCC to determine compliance with gambling legislation and with the VGCCC's expectations.
Who we are looking for
The VGCCC is seeking applicants who have knowledge or experience in complaint handling and investigations, and who have experience and the ability to operate in a demanding work environment.
Key responsibilities
- Assist in the triaging of complaints lodged with the VGCCC
- Conduct jurisdictional assessments on complaints
- Request relevant information and conduct investigations of complaints
- Identify existing or potential risks of non-compliance or gambling-related harm arising from the assessment and investigation of complaints
- Initiate appropriate compliance and enforcement action using appropriate judgement and discretion, in response to identified breaches of laws, regulations or conditions and in line with VGCCC policies and procedures
- Prepare accurate and thorough recommendations, reports, briefing papers and correspondence on all investigation and compliance enforcement activity in accordance with operational procedures and policies.

**Please note**: to be successful in achieving an interview, completion of the questionnaire is essential.
Applicants may be required to undergo pre-employment screening as part of the recruitment process. For further information, please refer to the Victorian Public Sector Commission website pre-employment screening policy.
Applications close 9 August 2023
In accordance with the VGCCC policy all VPS employees are required to provide evidence of full COVID-19 vaccination status unless an exemption applies. Personal or health information recorded from employees will be collected, recorded, stored and disclosed if needed, in accordance with the VGCCC's obligations under the Privacy and Data Protection Act 2014 and where relevant the Health Records Act 2001.

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