Complaints Officer

The Department of Local Government, Industry Regulation and Safety (LGIRS) is more than just an employer. We aim to provide our employees the opportunity to:

• Contribute
• give back to your community, share your knowledge and improve safety.
• Develop
• grow your skills, develop a career path, and expand your horizons.
• Thrive
• find balance between work and home life, make a change and enjoy a better future.

Here at LGIRS we value diversity and appreciate every individual's perspective, bringing together a diverse and inclusive workforce to drive innovation and success. We are committed to creating and maintaining a diverse workforce that reflects the community we serve and inclusive culture where all employees feel valued, respected and connected.

The Role

Complaints Officer

• Receives and assesses complaints in accordance with defined criteria and statutory obligations to determine whether further action, referral or closure is appropriate.
• Gathers relevant information from complainants, local government bodies, and other stakeholders to support accurate and timely triage.
• Under relevant legislation, performs statutory functions and exercises delegated statutory powers.
• Applies procedural fairness and natural justice principles in the handling and documentation of all complaint matters.
• Drafts summaries, recommendations, and outcome advice to support internal review, referral to other agencies, or closure.

Manager
Complaints

• Leads the delivery of the Inspectorate's statutory complaints handling function, including the receipt, assessment, categorisation and coordination of complaints under the Local Government Act 1995.
• Oversees the classification and handling of complaints, ensuring appropriate referral to adjudicators, when necessary, local governments, other integrity agencies or internal teams in line with legislative obligations.
• Manages a small team to ensure timely, accurate and procedurally fair handling of complaints, including the preparation of correspondence, recording of decisions and quality assurance of advice.
• Ensures compliance with statutory and administrative requirements, including timeframes for acknowledgement and handling of complaints, and maintenance of confidential records.
• Builds and maintains effective working relationships with stakeholders including local governments, internal legal and investigations teams, and other oversight agencies.

Qualifications & Licenses

Complaints Officer

• Current Western Australian C or C-A class drivers' licence) or equivalent

Manager
Complaints

• Current Western Australian C or C-A class drivers' licence) or equivalent
• Tertiary qualifications in a public administration, regulatory practice, or a related field would be an advantage.

Benefits working for LGIRS

• Flexible working hours (with a standard 37.5 hour week)
• Flexible working arrangements (from home, the field and office)
• 20 days of annual leave per year (which can be taken at half pay)
• 17.5% leave loading paid annually on accrued annual leave
• 15 days personal leave per year
• 13 weeks long service leave every seven years (which can be taken at half pay)
• 18 weeks paid parental leave (after 12 months of service)
• 3 public holidays in lieu per year
• 5 days reproductive leave per year
• 10 days disability leave per year
• 5 days bereavement leave
• 5 days cultural leave for Aboriginal and Torres Strait Islander people per year
• Ability to purchase additional annual leave
• Opportunities for professional development, acting, shadowing and mentoring
• Formal training options
• Stable work, job security, fair remuneration and 12% superannuation contributions

Interested? Click on "Apply" now to learn more about the role and how to apply for the position.