Complaint Investigation jobs in Melbourne VIC

Lead investigations, resolve complex complaints and manage risks that protect students and uphold quality education and training. Join VRQA and make a meaningful impact.

Employment type: Full time, Fixed- Term until 12 Nov 2027

About the Role

The position reports directly to the Manager, Complaints and Student Services Unit.

The team investigates complaints, received through phone calls, in writing and via the VRQA website, about organisations registered with the VRQA and parents of children registered for home schooling. It also investigates potential unregistered providers. As part of these investigations, the role also conducts authorised officer visits to registered providers and suspected unregistered providers.

The team manages general enquires and requests for replacement VET student results from the public.

The Investigation Officer works with managers across the VRQA, other regulators, and external stakeholders to mitigate risks and resolve issues through the investigation of complaints.

An understanding of the education and training sector will be highly regarded.

The Investigations Officer is a member of the Complaints and Student Services team within the Students and Services Division of the VRQA.

Attributes

To succeed in this role, you will have demonstrated investigative and dispute resolution skills, excellent communication skills and strong analytical skills. You will be an enthusiastic and self-motivated team player who is able to identify the key issues and risks, and apply and interpret regulations in the assessment and resolution of complaints.

You will have excellent negotiation, interpersonal and communication skills. The role requires excellent time management and strong written skills.

These attributes will enable you to work with VRQA managers to mitigate risks and resolve issues identified by investigations. The Investigation Officer will also establish and build relationships with relevant regulators and stakeholders to ensure the safety of students, apprentices and trainees, and that they receive quality education and training.

An understanding of the education and training environments will be highly regarded.

Candidates must address the key selection criteria outlined in the attached position description to be considered for this position.

Desirable Qualifications and Experience

Relevant tertiary qualification, Certificate IV in Government Investigations or experience in government investigations. An understanding of the education and training environments will be highly regarded.

About the Department

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

About the Division

The Victorian Registration and Qualifications Authority (VRQA) is Victoria's education and training regulator. We are an independent statutory authority responsible for assuring the quality of education and training in Victoria.

The VRQA registers:

• school education providers, including government, Catholic and independent schools and schools delivering to international students l on the Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS)
  • senior secondary education providers (both school and non-school providers)
  • school boarding premises
  • children for home schooling in Victoria
  • organisations to award senior secondary qualifications
  vocational education and training (VET) providers that deliver accredited training to domestic studen ts in Victoria only, or Victoria and Western Australia only.
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The VRQA also:

• appoint review bodies
• regulate apprenticeships and traineeships in Victoria
• monitor group training organisations in Victoria
• approve school and non-school providers as overseas secondary student exchange organisations
• accredit courses and register qualifications for VRQA-registered providers and senior secondary courses and qualifications in Victoria
• investigate complaints against our registered providers
• maintain a register of all education and training organisations we register and the accredited courses they deliver
• act to protect the interests of students as consumers of education or training services.

How to apply:

For more details regarding this position please see attached position description. Applications should include:

• A cover letter addressing the Key Selection Criteria (maximum of two pages); and
• A current Resume outlining your qualifications and experience

Further Information

For more details regarding this position please see attached position description for the capabilities to address in application.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.

For further information pertaining to the role, please contact Mr Gerard Mount, Manager, Complaints and Student Services via (03) 9059 4510 or gerard.mount@education.vic.gov.au

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11:59pm on Monday, 05 October 2026.

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