Dispute Resolution Officer - Affirmative Measure

Commonwealth Ombudsman

APS Level 4 - $65,334 - $70,935

Ongoing, Full-time

Canberra City - ACT

Closing date: Friday, 19 October 2018

0 days to apply

Job description



The newly formed Industry Branch comprises staff who work with consumers and service providers to resolve disputes in a professional, effective and efficient way, having regard for the law, industry best practice, our jurisdiction, policies and procedures.

The Postal and Overseas Students Team is responsible for the Postal Industry Ombudsman (PIO) function which deals with consumer complaints and disputes about the provision of a postal or similar service provided by Australia Post and other registered private postal operators.

We aim to resolve disputes impartially, informally and quickly. If we cannot assist with a particular dispute, we will explain why, and suggest other avenues for resolving the matter.

Dispute Resolution Officers perform many and varied tasks including that of taking complaints and enquiries from the public, dealing with industry stakeholder members, resolving disputes through Dispute Resolution methodologies and through investigation.

You may be required to participate in discussions and meetings with stakeholder organisations, preparation of reports, projects, presentations and other administrative work of the Office as required and contribute to the development, achievement and continuous improvement of team objectives and plans.


Duties are to be performed under the broad direction of the Team Leader, Dispute Resolution, and in accordance with the APS Code of Conduct, upholding the APS Values and upholding the Office values of independence, impartiality, integrity, accessibility and professionalism.

In doing this you will support the Office through:

1. receiving, recording and responding to enquiries and complaints via telephone, email and letter about registered postal operators, and document complaints in the complaints management system

2. working under direction to handle simple and moderate complaints

3. maintaining levels of knowledge about the practices, products and services of registered postal operators and the broader postal industry, in order to respond professionally to complaints

4. maintaining sound professional working relationships with the public, postal operator contacts, stakeholders and colleagues

5. identifying relevant issues from enquiries and complaint investigations, and manage or escalate as appropriate

6. maintaining current knowledge relevant to the team and participate in team, branch and other corporate activities.

Our ideal candidate

The successful candidate will be passionate about client service delivery and should enjoy working in a small agency and in a team environment.


The successful candidate must be an Australian citizen.

Applicants who are shortlisted for interview will be required to provide evidence that they are Aboriginal and/or Torres Strait Islander.

The successful applicants must have the ability to obtain and maintain, as a minimum, a Baseline security clearance.


Shortlisted candidates will be required to undergo psychometric testing as part of this selection process.

Further information for this vacancy, and how to apply, can be found at our current vacancies page: http://www.ombudsman.gov.au/about/careers/current-vacancies

The filling of this vacancy is intended to constitute an affirmative measure under section 8(1) of the Racial Discrimination Act 1975. This vacancy is only available to Aboriginal and/or Torres Strait Islander people.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information see: http://www.apsc.gov.au/priorities/disability/recruitability.

For more information:

Linda Galic, 02 6276 0182

Position number:

Vacancy N.N. 10735522

Agency website:

Commonwealth Ombudsman website