Complaints Officer

The Company 

MDA National is a not-for-profit doctor's mutual, also known as an MDO (Medical Defense Organisation). We exist solely to protect our members at every stage of their career and promote good medical practice throughout Australia. We have been supporting medical practitioners to keep on practicing with confidence since 1925. Remaining true to our 'doctors for doctors' ethos, we are owned and governed by doctors, caring for the wellbeing and interests of doctors. 

We take pride in a workplace culture focused on people, collaborative relationships, and continuous improvement. With our commitment to personal growth and development, great leaders, and passion for excellent member service, we provide an environment which encourages you to be the best version of yourself.

The Role

A Sydney Based Role, Part-Time, 0.6FTE. – Please Only Apply If You Currently Live In Sydney. This is not a remote role.

The Complaints Officer is responsible for the independent investigation and response to external complaints and grievances and for managing the relationship with the Australian Financial Complaints Authority. They are also responsible for providing education and support to Line 1 business stakeholders to enable requirements of RG271 to be met.

Key Deliverables and Responsibilities

• The Complaints Officer role addresses all complaints that are not resolved by the Member-facing teams and have been escalated for internal dispute resolution.
• Incumbent Is required to Investigate and respond to Indivual external complaints and grievances
• Where a complaint has been lodged with the Australian Financial Complaints Authority (AFCA), the Incumbent's role Is to conduct an Independent review and assessment and to provide an Independent representation of what has occurred back to AFCA.
• Ensure the completeness of recording of complaints.
• Undertake the reporting of all complaints lodged across the business to the authorities and to management.
• Provide advice and Insights on RG271 and close working relationship with Line 1 stakeholders to educate and deliver on requirements.

Skills, Experience and Qualifications

• At least 10 years experience preferably in financial services sector
• Exposure to customer facing activities and complaints management
• Legal qualification preferred
• Strong understanding of professional Indemnity product offering, product disclosure, underwriting process and risk appetite as well as claims management process
• Proactive mindset, positive attitude and strong work ethic
• Team player and ability to collaborate across the business
• Adaptable and flexible in approach
• Strong attention to detail
• Good listening and communication skills

What's on offer?

• Attractive remuneration.
• Fantastic opportunity to join a well-established organisation with an outstanding team culture.
• Contemporary approach to staff development.
• Commitment to flexible working including a hybrid working environment.
• Modern St Leonard's Office Location
• 24/7 access to Employee Assistance Program.
• HBF health insurance discount option.
• Generous health & wellbeing allowance in addition to salary package.
• Income protection insurance.
• 5 MDAN Additional Leave days per annum.
• Up to 10 weeks Paid Parental Leave.
• Opportunity to purchase 2 weeks additional leave per year.

How to Apply

Please click the 'Apply' button and upload a copy of your CV.

Please also endeavor to include a cover letter as we are interested in getting to know as much about you as we can via your application

For further information on MDA National's work, culture and values, please visit:

Our website:

Our social media:

To obtain a copy of the position description or to speak about this role in greater detail, please contact Nick Prest via email at