Complaints Manager jobs

Are you an experienced manager with extensive experience in complaint handling and legislative interpretation in a regulatory setting?

Do you want to play a critical role in protecting and upholding the information access rights of Victorians?

Do you have knowledge of the Freedom of Information Act 1982 (Vic) (FOI Act) and Privacy and Data Protection Act 2014 (Vic) (PDP Act)?

The Office of the Victorian Information Commissioner (OVIC) is recruiting a Manager, Privacy and FOI Complaints, to be responsible for the strategic leadership, management and performance of OVIC's Complaints function. Supporting two Deputy Commissioners, this role leads a small team that handles FOI and Privacy complaints made to OVIC under the FOI and the PDP Acts. This is an exciting opportunity to ensure complaints are handled lawfully, consistently, fairly and within appropriate timeframes.

Office of the Victorian Information Commissioner

The Office of the Victorian Information Commissioner (OVIC) is an independent regulator with combined oversight of information access, information privacy, and data protection.

Our goal is to embed in the Victorian public sector a culture that promotes fair public access to information while ensuring its proper use and protection. We aim to build community trust in government's handling of information.

If you have a strong commitment to integrity and want to help shape the future of access to information rights in Victoria, we would like to hear from you.

Role Description
The Manager, Privacy and FOI Complaints operates under the general direction of both Deputy Commissioners, depending on the area of law. The Manager, Privacy and FOI Complaints leads a small team which is responsible for handling complaints under both the FOI and the PDP Acts. The role works closely with the Public Access, Deputy Commissioner and the Deputy Commissioner, Privacy and Information Security, reflecting its dual focus across both statutory schemes, and refers serious breaches of law to the General Counsel and the Investigations team for further review.

The role is responsible for the strategic leadership, management and performance of OVIC's Complaints function, covering both FOI complaints under the FOI Act and privacy complaints under the PDP Act, including assisting with the conciliation of privacy complaints. The role ensures complaints are handled lawfully, consistently, fairly and within appropriate timeframes in line with the policies and procedures established by the Information Commissioner.

At the VPS Grade 5 the Manager, Privacy and FOI Complaints exercises a high degree of independent judgement in leading a complaints function and also identifies and escalates serious breaches, and prepares reports and proposed actions in relation to serious contraventions of the FOI and PDP Acts.

The position has supervisory responsibility for complaints officers and is accountable for the quality, consistency and timeliness of their output, referring matters of significant risk, complexity or precedent to the relevant Deputy Commissioner and Information Commissioner.

How to apply

Applications should be submitted online using the Apply Now button. To be considered for this vacancy please submit your CV and completed application form.

Employment screening conditions

This position is only open to Australian citizens. Preferred applicants will be required to undertake pre-employment screening, including the completion of a Statutory Declaration and Consent Form.

This role requires the employee be found eligible and suitable to gain and maintain a security clearance for the duration of their employment. This includes periodic rescreening as required, across the lifecycle of employment.

Health and safety

OVIC is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees.

In accordance with the VPS Agreement all staff at OVIC can apply for flexible work arrangements. However, flexibility arrangements will differ from role to role and will be considered in the context of OVIC's operational requirements.

Accessibility

OVIC provides reasonable adjustments for people with a disability. If you need adjustments to fully participate in the application or interview process, or to receive this information in an accessible format (such as large print or audio) please contact the HR team at hr@ovic.vic.gov.au.

Confidentiality

OVIC is committed to maintaining the privacy of personal information. The recruitment process and all matters relating to it a re treated in the strictest confidence. Personal information received during the recruitment process will be managed in accordance with the Privacy and Data Protection Act 2014.

Posted