Director, Complaints

Lead a high-impact, high-volume public service function improving fairness for all Victorians

Drive system-wide improvement across public administration

Shape culture, service excellence and community trust

The Victorian Ombudsman (VO) provides an independent, accessible and impartial service to the Victorian community. Guided by the Ombudsman Act 1973 (Vic), the VO’s purpose is to improve public administration, uphold fairness in government decision-making, and promote outcomes that respect human rights. Each year, thousands of Victorians seek support from the VO to resolve concerns about public sector services, making the Complaints function the organisation’s most visible and community-facing area.

Reporting to the Deputy Ombudsman, Operations, the

Director, Complaints

leads a team of approximately 40 staff responsible for receiving, assessing and resolving more than 18,000 complaints annually. As a member of the senior leadership team, the Director plays a critical role in shaping the VO’s strategic direction, its service culture and its impact on public administration. You will drive continuous improvement in complaints handling, identify systemic issues, enhance access to justice, particularly for marginalised communities, and strengthen the VO’s relationships across government, integrity bodies and community stakeholders.

To be considered for this role, you will bring senior leadership experience in environments that advance access to justice, blending expertise in service delivery and complaints handling with a service model that upholds people’s rights - particularly for those who face systemic disadvantage or experience marginalisation. A proven track record in organisational change, people leadership, stakeholder engagement and improving public administration is essential. Strong analytical capability, sound judgement and a commitment to human rights will underpin your success.

This is an exceptional opportunity to lead a critical public-facing function and contribute to fairness, accountability and better outcomes for Victorians.

For any questions not outlined in the PD and for a confidential discussion, please contact Natasha Diamond on 0412 822 *** or Alex Mummé on 0474 434 ***.

Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.

Applications close on Wednesday 21 January 2026

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