The Complaints and Investigations Lead will play a critical role in strengthening how we deliver safe, high quality services to the WA community

We are seeking a part time (0.5 FTE) Complaints and Investigations Lead to play a critical role in strengthening how we deliver safe, high‑quality services to the WA community

This role is a newly established, group‑level role created to strengthen how feedback, complaints and investigations are managed across a diverse group of human service organisations.

About Us

PeopleKind Group is a for-purpose company and parent to organisations that make a positive and lasting difference in our community.

The organisations of PeopleKind Group are diverse yet complimentary. Together, they make a positive and lasting difference in our community through services that encompass housing, disability services, allied health, justice, child protection, reintegration and more.

We have a shared vision: A community where everyone belongs and feels connected.

Our purpose is clear: We empower people to live their best life.

And our values define us: We’re compassionate, respectful, collaborative, resilient and courageous.

We’re for People. We are PeopleKind Group.

 

About the role

The Complaints and Investigations Lead plays a critical part in upholding the rights of the people we support, maintaining safe and high‑quality services, meeting NDIS Practice Standards and other regulatory requirements, and using feedback to drive continuous improvement.

Working with a high degree of independence, you will ensure complaints and concerns are handled in a timely, fair, respectful and transparent manner, and that investigations are objective, trauma‑informed and evidence‑based. You will also contribute to a positive organisational culture where feedback is welcomed and acted upon. 

Key responsibilities

• Coordinate the end‑to‑end management of feedback and complaints across the organisation
• Ensure complaints are acknowledged promptly and resolved within agreed timeframes
• Maintain accurate and compliant complaints records and registers
• Lead or coordinate investigations where independence from subsidiaries is required
• Prepare clear, professional written responses to complainants
• Identify and escalate high‑risk matters, including safeguarding and reportable incidents
• Analyse complaint data and trends to inform risk management and continuous improvement
• Prepare reports for Executives, the Board and governance committees
• Provide advice and guidance to staff on complaints handling and investigations

About you

You are a highly professional, detail‑oriented practitioner who can manage sensitive and complex matters with empathy, integrity and confidence. You are comfortable working independently, exercising judgement, and engaging with a wide range of internal and external stakeholders.

You will bring:

• Experience in complaints handling, investigations, safeguarding or quality roles
• Experience in compliance and quality assurance, ideally within NDIS or human services
• Strong analytical skills and attention to detail
• Excellent written communication skills, including report writing and formal responses
• The ability to build trust and communicate respectfully with people from diverse backgrounds
• A practical, improvement‑focused mindset
• Qualifications in a relevant field and knowledge of the not‑for‑profit sector are highly regarded. 

Additional requirements

• Australian citizenship or permanent residency
• Current driver’s licence
• NDIS Worker Screening Check
• Ability to obtain Working With Children Check and other relevant clearances
• Satisfactory medical clearance

Why join PeopleKind Group?

• Purpose‑driven work that makes a real difference
• Salary packaging benefits – reduce your taxable income by up to $18,550 p.a.
• Free onsite parking at our modern office location in Burswood
• Progressive leave options – substitute public holidays for days that matter to you
• Flexible work arrangements to support work–life balance
• Health & wellbeing support including confidential EAP
• Opportunity to work with a variety of different subsidiaries in a values-led organisation

 

How to Apply

If you’re passionate about making a meaningful difference, we encourage you to apply.

Please send us your CV and a short cover letter telling us why you’re the perfect fit for this role.

If you have any questions about the role or the recruitment process, feel free to contact Daniel Reid, Chief Strategy Officer on 0437 316 138

 Applications close 9am Tuesday, 2^nd June 2026.

Early applications are encouraged as we may commence interviews prior to the closing date.

PeopleKind Group welcomes applications from diverse backgrounds and is committed to creating inclusive and respectful workplaces.

Requirements