APS3/4 Complaint Support Officers (Multiple roles) Information Rights Division

About the Office of the Australian Information Commissioner

Working with the Office of the Australian Information Commissioner (OAIC) will put you at the forefront of data protection and access to information regulation. As an independent statutory agency, the OAIC’s work is of national significance and plays an important role in shaping Australia’s information handling landscape across the economy - from government, digital platforms and the online environment, to health, finance and telecommunications. Our mission is to uphold and promote Australia’s privacy and freedom of information laws.

We are an agency within the Attorney-General’s Department portfolio with responsibility for:

• privacy functions under the Privacy Act 1988 and the Digital ID Act 2024
• freedom of information functions, in particular review of decisions made by agencies and ministers under the Freedom of Information Act 1982
• privacy and confidentiality functions in relation to the Consumer Data Right (CDR) under the Competition and Consumer Act 2010 (CCA).

About The Roles

The Information Rights Division is a dynamic area which oversees the management of all FOI and privacy complaints from pre‑intake enquiries to resolution. It is also responsible for the OAIC’s interactions with members of the public.

The Information Rights Division includes three branches:

• Intake and Eligibility Branch
• FOI Case Management Branch
• Privacy Case Management Branch

We are seeking applications from individuals interested in roles in these branches.

All roles

Complaint Support Officers will, with direction:

• Register and triage all FOI and privacy matters received by the OAIC
• Manage group mailboxes including responding to incoming correspondence
• Prepare and send requests for information
• Conduct searches and manage retrieval of documents in response to FOI requests
• Communicate with complainants and respondents to conduct preliminary inquiries in privacy complaint investigations
• Communicate with, including by phone, applicants and agencies to conduct preliminary enquiries in FOI matters
• Manage stakeholder engagement with complainants, respondents and third parties
• Contribute to continuous improvement activities such as the development of innovative systems and processes to conduct investigations efficiently
• Provide administrative and legal support assistance to teams across Information Rights Division, including the General Manager and Executive General Manager. Administrative support may include scheduling meetings including logistics, and coordination of briefings.
• Contribute to the operation of the enquiries line by answering calls and responding to written enquiries
• Perform other tasks as directed.

APS4

In addition to the duties described above, APS4 Complaint Support Officers will, with limited direction:

• Assist with the preparation of investigation plans, reports and briefings
• Assist with the preparation of case plans, statutory notices, decisions and correspondence
• Identify and escalate issues and problems appropriately
• Undertake analysis and draws accurate conclusions to resolve enquiries and complaints
• Identify learning opportunities and support the contribution of others.
• Show initiative when contributing to individual, team and branch goals.
• Contribute to the operation of the enquiries line by answering calls and responding to written enquiries
• Provide written and oral advice on the application of the FOI Act and responding to FOI enquiries from agencies, Ministers and members of the public
• Perform other tasks as directed.

Capabilities, Skills & Experience

We are seeking applications from candidates with the following skills and attributes:

• Experience in merits review and/or administrative law
• Knowledge of the Freedom of Information Act 1982 and the Privacy Act 1988 or the ability to quickly acquire this knowledge
• Strong ability to interpret and apply legislation
• Strong analytical skills and attention to detail

The Panel would look favourably on candidates who also have the following:

• Experience in managing high volume matters and/or complex matters
• Stakeholder management experience
• Strong written and verbal communication skills and the ability communicate with influence

The roles will be required to be undertaken in line with the appropriate Work Level Standard.

These duties are to be performed in accordance with the APS Code of Conduct and APS Values and Office policies, including Workplace Diversity and Work Health and Safety. Under section 25 of the Public Service Act 1999 the Office may re-assign the duties of an employee from time to time.

Security requirements

You must be able to obtain and maintain a minimum Baseline security clearance.

Position location

The OAIC operates a hybrid work model with a combination of remote working and office attendance.  Whilst the OAIC office is located in the Sydney CBD (and preferred), we will consider candidate applications from all other locations within Australia.

The OAIC values face-to-face interaction and fostering connection between our people and with our stakeholders. The OAIC’s hybrid work model expects in office attendance when the type of work or task is better suited to being completed from an office, for example, staff inductions and onboarding, planning days, relationship building activities and project or collaborative work.

Remuneration and benefits

APS3 salary: $70,889 - $76,820 per annum plus 15.4% superannuation

APS4 salary: $81,521 - $86,619 per annum plus 15.4% superannuation

The OAIC is committed to enabling its people to perform at their best and offers the following benefits:

• Opportunity to work at the cutting edge of privacy and data protection, paving the way for future career opportunities.
• Access to ongoing professional development, with a capability framework to guide skill enhancement.
• Genuine flexibility to help achieve a balance between work and home life.
• Additional paid leave over the Christmas to New Year period as well as access to other leave (e.g. for study or moving).
• Contribution to your wellbeing through subsidies for eye health, flu vaccinations and a wellbeing allowance.

The OAIC is committed to diversity and inclusion. We encourage and welcome applications from people living with disability, Aboriginal and Torres Strait Islander peoples, LGBTIQ+ people, people from culturally and linguistically diverse backgrounds, and mature age people.

Eligibility

• Section 22 of the Public Service Act 1999 requires that APS employees must be Australian citizens.
• There are restrictions on employment of people who have, within the previous 12 months, accepted a redundancy benefit from an APS agency or a non-APS Commonwealth employer.
• For the duration of your employment with the OAIC you will be required to obtain and maintain an Australian Government security clearance at a minimum Baseline level, and meet required background, identification and character checks.
• All duties are to be performed in accordance with the APS Code of Conduct and APS Values and OAIC policies, including Workplace Diversity and Work Health and Safety. Under section 25 of the Public Service Act 1999 the OAIC may re-assign the duties of an employee from time to time.

How to Apply

1. Please complete the application form found at the end of this job pack as part of your submission.
2. Please provide a 1 A4 page (maximum) statement of claim (one page pitch), addressing your interest, motivation and fit for the role. Your statement should include the use of practical and professional examples as relevant to the role and the job specific capabilities, skills and experience outlined above.
3. Your application form, CV (maximum 3 pages) and statement of claim should be collated as one document (where possible) and sent in a single email to: jobs@oaic.gov.au.
   Please format your email subject title and all documents “First name Last name - OAIC-2026-002”.