EL2 Director, Complaints Intake and Assessment – National Disability Insurance Scheme (NDIS) Quality
📌 Vacancy Fact Sheet
- Reference Number: VN-0769837
- Agency: National Disability Insurance Scheme (NDIS) Quality
- Job Title: EL2 Director, Complaints Intake and Assessment
- Position Number: 044_05/26
- Classification: Executive Level 2
- Closing Date: Tuesday 09 June 2026
- Job Type: Full-Time, Ongoing
- Location: Brisbane QLD, Parramatta NSW, Penrith NSW,
- Future Merit Locations: Various locations – ACT, Various locations – NSW,
- Salary: $146,622 – $172,868
- Office Arrangement: Hybrid (Arrangements may be negotiated in line with the)
About National Disability Insurance Scheme (NDIS) Quality
Commission
The NDIS Quality and Safeguards Commission (NDIS Commission) offers roles that make a real difference in the community. As
the dedicated national regulator of NDIS service providers and workers in Australia, the NDIS Commission upholds the rights of
NDIS participants to quality and safe supports or services, including those received under the National Disability Insurance Scheme
(NDIS). The NDIS Commission encourage applications from people with disabilities, LGBTQIA+ people, women and people with
diverse linguistic and cultural backgrounds. The organisation recognises the richness of Aboriginal and Torres Strait Islander
culture, and the unique knowledge Aboriginal and Torres Strait Islander employees bring to the workplace, policy development and
service delivery. The NDIS Commission participates in the Australian Public Service RecruitAbility Scheme which provides
equitable adjustments for applicants with disability A full definition of disability is included on this website Definition of Disability.
Duties
- Duties may include, but are not limited to, the following:
- Manage and oversee a nationally dispersed team of Regulatory Officers and team leaders to
- deliver consistent, risk responsive and timely triage, assessment and verification of a high
- volume of complaints in accordance with established complaints frameworks, policies, and
- procedures
- Ensure the delivery of frontline support and advice to the community on best practice in the
- handling of complaints.
- Manage service levels, turnaround times, and demand fluctuations to meet performance
- benchmarks and aligned with the Commission’s regulatory priorities
- Build a high performing team culture which drives and encourages high performance, agility,
- accountability and collaboration.
- Inform the development of, and ensure compliance, with legislation, policies and
- procedures.
- Deliver role responsibilities in a fast-paced, busy environment with competing priorities and
- drive long term projects in support of the NDIS Commission’s priorities.
- Implement service delivery, resource and technological improvements to ensure efficiency,
- quality and customer experience of the complaints function.
- Provide high quality briefs, analysis and correspondence as well as expert advice and
- recommendations to senior executives and assess and report on risks, trends, systemic
- issues to inform regulatory intelligence, regulatory strategy and operational effectiveness.
- Ensure productive working relationships across the Commission and with external
- stakeholders.
- Please view candidate information package for full position description.
Eligibility / Notes
- Notes
- 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 visit: https://www.apsc.gov.au/recruitability. This initiative/program is only applicable
- where the successful applicant will be employed under the Public Service Act 1999. Similar conditions may apply when employed
- under other Acts. For clarification please contact the advertising agency.
How to Apply
Position Contact Christina Hey-Nguyen, 03 9475 8607
Agency Recruitment Site https://ndiscommission.nga.net.au/?AudienceTypeCode=EXT
Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware:
that the names of successful applicants will also be notified in all formats of the electronic Public Service Gazette
applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies
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