Complaints Officer

Complaints Officer MDA National is a not-for-profit doctor's mutual, also known as an MDO (Medical Defense Organisation). We exist solely to protect our members at every stage of their career and promote good medical practice throughout Australia. Since 1925, we have supported medical practitioners to keep on practicing with confidence. We are owned and governed by doctors, caring for the wellbeing and interests of doctors. Role Overview A Sydney‑based, part‑time (0.6 FTE) role, not remote. The Complaints Officer will independently investigate and respond to external complaints and grievances, manage the relationship with the Australian Financial Complaints Authority, and provide education and support to Line‑1 business stakeholders to meet RG271 requirements. Key Responsibilities Embed the organisation’s revised Complaints Management Policy and Procedure across all business areas, ensuring consistent application and adherence. Review and report ASIC data to inform management and regulatory reporting. Lead continuous improvement initiatives, building and enhancing complaints processes and frameworks focused on driving operational excellence. Investigate and respond independently to external complaints and grievances, specifically AFCA medical indemnity disputes. Conduct independent reviews and provide objective assessments to AFCA for externally lodged complaints, maintaining a strong working relationship. Collaborate with business leaders to foster a positive complaints culture and support the delivery of regulatory requirements. Work closely with the Compliance team to ensure complaints management processes align with regulatory obligations and internal risk frameworks. Guide the business on proper complaint management practices and implement frameworks to measure the effectiveness of the Internal Dispute Resolution (IDR) process. Manage non‑retail complaints, ensuring timely and compliant resolution. Provide guidance, insights, and education to Line‑1 business stakeholders to ensure compliance with RG271 and best practice complaints management. Ensure complete and accurate recording of complaints and reporting to relevant authorities and management. Qualifications & Experience 5+ years’ experience, preferably within the financial services sector. Experience in customer‑facing roles and complaints management, including responding to AFCA complaints. Legal qualification preferred. Strong understanding of professional indemnity product offerings, product disclosure, underwriting processes, risk appetite, and claims management. Demonstrated ability to build and implement complaints processes and continuous improvement frameworks. Proven leadership skills in driving a positive complaints culture and collaborating effectively across business units. Collaborative team player with excellent interpersonal and stakeholder management skills. Strong written and verbal communication skills, with the ability to prepare clear, concise, and professional reports and correspondence. Proactive mindset with a positive attitude and strong work ethic. Adaptable and flexible approach to work. High attention to detail and strong analytical skills. Experience collaborating with Compliance and Management to ensure regulatory and risk alignment is highly desirable. Benefits Attractive remuneration. Opportunity to join a well‑established organisation with an outstanding team culture. Contemporary approach to staff development. Commitment to flexible working, including a hybrid working environment. Modern St Leonard’s Office Location. 24/7 access to Employee Assistance Program. HBF health insurance discount option. Generous health & wellbeing allowance in addition to salary package. Income protection insurance. 5 MDAN Additional Leave days per annum. Up to 10 weeks Paid Parental Leave. Opportunity to purchase 2 weeks additional leave per year. How to Apply Please click the ‘Apply’ button and upload a copy of your CV. We also encourage a cover letter. For further information about MDA National’s culture and values, visit the website and LinkedIn profile To obtain a copy of the position description or to discuss this role in greater detail, contact Nick Prest via email at #J-18808-Ljbffr