Resolutions Officer

The Health Complaints Commissioner (HCC) is an independent statutory officer whose role is established under the Health Complaints Act 2016. HCC staff are employees of the Department of Health, (the Department) who report directly or indirectly to the Commissioner. The HCC supports safe and ethical healthcare in Victoria by resolving complaints about health services and conducting investigations into healthcare providers who pose a serious risk to the health, safety or welfare of the public. The Commissioner also administers the Health Records Act 2001 which establishes privacy standards for the handling of health information and gives individuals a legally enforceable right of access to their own health information. The HCC has broad regulatory powers which include significant powers with respect to non-registered health service providers and investigation of contraventions of the Code of Conduct.

About the role:

Resolutions Officers manage caseloads of complaints about Victorian health service providers with the aim of achieving timely and effective resolution. In dealing with complaints, Resolutions Officers liaise with the consumers of health services as well as with health service providers, make enquiries to identify and assess options for complaint resolution. Resolutions Officers also deal with telephone, in-person and written enquiries and complaints and provide referral advice and information about the role of the Commissioner.

About us:

The Health Complaints Commissioner (HCC) is an independent statutory officer whose role is established under the Health Complaints Act 2016. HCC staff are employees of the Department of Health, (the Department) who report directly or indirectly to the Commissioner.

The HCC supports safe and ethical healthcare in Victoria by resolving complaints about health services and conducting investigations into healthcare providers who pose a serious risk to the health, safety or welfare of the public.

About you:

• A clear communicator with excellent customer service skills.
• A skilled, enthusiastic individual who will fit into a small statutory, regulatory environment.
• A team player who enjoys working collaboratively with others in the pursuit of team goals?

Specialist expertise

• Knowledge and understanding of the Victorian health system and best practice in complaints resolution, as well as knowledge of the Health Complaints Act 2016 and the Health Records Act 2001 would be an advantage

To view further information about the role including key contact details and the advertisement closing date please click on the position description attached.

What we offer:

• The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
• A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
• A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

How to apply:

Applications should include a resume and a cover letter. Click the ‘Apply' button

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at [email protected]. For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health.

Preferred applicants may be required to complete a police check and other pre-employment checks. Information provided will be treated in the strictest confidence in line with our Privacy Policy.

Applications close Thursday 19 June 2025 at 11.59PM