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 (16889)
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.
ManagerComplaints (16804)
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 (16889)
Current Western Australian C or C-A class drivers' licence) or equivalent
ManagerComplaints (16804)
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.
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