Complaints Officer

Job description
Agency Department of Children and Families Work unit Complaints Resolution - Families Programs
Job title Complaints Officer Designation Administrative Officer 6
Job type Full time Duration Ongoing
Salary $99,519 - $110,953 Location Darwin
Position number 30673 RTF 344719 Closing 07/04/2026
Contact officer Hayley Palazzi on or
About the agency
Apply online
APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR
TERTIARY QUALIFICATIONS.
Information for applicants - inclusion and diversity and Special Measures recruitment plans
The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates
people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment
process or job, please discuss this with the contact officer. For more information about applying for this position and the
merit process, go to the OCPE website.

Primary objective
The Complaints Officer is responsible for receiving, assessing and responding to complaints received by the Department of
Children and Families; sourcing information; preparing written correspondence and reports; raising awareness of best
practice complaints handling processes; conducting data recording and analysis.

Key duties and responsibilities
1. Manage formal and informal complaints in line with legislation, policy and NTPS standards. Provide high-level advice and

support to the Manager Complaints Resolution to ensure timely, fair and transparent outcomes.
2. Undertake investigations across service areas, analyse evidence, apply sound judgement, and prepare high-quality reports

and correspondence for clients, stakeholders and advocates.
3. Contribute and support the preparation and coordination of briefs and responses to Ministerial offices and external

oversight bodies within strict timeframes, ensuring accuracy, risk identification and alignment with departmental
priorities.

4. Assess client records, gather and critically analyse information from Divisions and Regions, and provide clear
recommendations to address complaint issues and improve service delivery.

5. Manage complaint data systems to ensure accurate record keeping, trend analysis and consistent reporting that informs
continuous improvement and organisational accountability.

6. Demonstrate high levels of integrity, confidentiality and probity, ensuring compliance with legislative requirements and
the NTPS Code of Conduct.

Selection criteria
Essential
1. Experience managing complaints, investigations, or similar matters.
2. Ability to research issues, analyse information, solve problems, and use sound judgement to make decisions.
3. Experience working in confidential environments, with an understanding of political and sensitive matters.
4. Strong organisational skills, with the ability to work independently, use initiative, manage competing priorities, and pay

attention to detail.
5. Ability to review and quality check written documents, and write clear, accurate reports and correspondence.
6. Strong communication and conflict resolution skills, with the ability to remain professional, objective and empathetic

when dealing with distressed clients and key stakeholders.
7. Experience recording and managing complaints or client information using database systems, ensuring accurate and

reliable data.
8. Ability to work respectfully and effectively with people from diverse cultural backgrounds.

Desirable
1. Sound understanding of the Care and Protection of Children Act 2007, Children's Commissioner Act 2013, Coroners Act 1993

and other relevant legalisation and regulations.

Further information
The recommended applicant will be required to hold a current Working with Children Clearance notice and undergo a
criminal history check (a criminal history check will not exclude an applicant from this position unless it is a relevant criminal
history).