This post breaks down everything you need to know to apply for the Commonwealth Ombudsman APS4 roles. These are varied, merit-pool roles located across multiple capital cities with opportunities in policy, complaints handling, investigations, and more.
If you’re looking for a stable, meaningful entry into the Australian Public Service, this is your moment. These APS4 roles offer real diversity and purpose—but you need to submit a strong, tailored application to stand out.
If you are trying to land your first government role, check out this free government cover letter template.
Table of Contents
How to Apply for the Commonwealth Ombudsman APS4 Salary and Overview
| Position Title | APS Level 4 – Various Positions” Complaints Officers, Assessment/Liaison Officers (Defence Abuse), Policy Officers, Assessment Officers |
|---|---|
| Organisation/Entity | Office of the Commonwealth Ombudsman |
| Job Location | Adelaide, Brisbane, Canberra, Melbourne, Perth, Sydney |
| Work Type | Full-Time and Part-Time (Ongoing and Expected Vacancies) |
| Base Pay | APS4: $76,351 to $82,898 |
| Closing Date | 25 May 2025 |
APS4 Opportunities at the Commonwealth Ombudsman
The Office of the Commonwealth Ombudsman safeguards the public by overseeing how government and select private sector bodies treat individuals. This round is hiring APS4-level staff across several teams, with full-time and part-time roles available. Flexible work is considered, but most roles require some office attendance each week.
Successful applicants will be placed in roles that match their background and the Office’s needs. This process will also create a merit pool for future vacancies.
Available APS4 Roles
- Complaints Officer
Assess and resolve complaints from the public, provide clear responses, and help identify systemic issues. - Assessment/Liaison Officer – Defence Abuse Team
Handle reports of serious abuse from current and former ADF members. Work may involve speaking with stakeholders, coordinating resolutions, and reviewing sensitive material (pre-employment psychological assessment required). - Assessment Officer – Statutory Reporting
Review long-term immigration detention cases and prepare assessments for the Minister under section 486O of the Migration Act (pre-employment psychological assessment required). - Policy Officer
Research and draft evidence-based advice on law reform, Budget, and policy matters. Requires eligibility for a Baseline security clearance.
Join a respected national oversight agency and help improve fairness and accountability in public administration.
Why the Commonwealth Ombudsman APS4 Role is a Great Opportunity
Here’s why this recruitment is a great opportunity to join the APS:
- Nationwide Roles – Positions available in major capital cities including Sydney, Canberra, Brisbane, Melbourne, Adelaide, and Perth.
- Pathway to Ongoing APS Employment – Successful candidates may be placed on a merit pool, which can be used to fill future APS4 vacancies across the Office for up to 18 months. Even if you’re not selected immediately, being on the merit list keeps you in the running for future roles without reapplying.
- Flexible Work Options – Full-time and part-time roles are on offer, with hybrid arrangements and case-by-case flexibility.
- Meaningful and Impactful Work – Help protect individual rights, promote fair decision-making, and improve public administration across government.
- Graduate-Friendly Opportunities – Perfect for recent graduates or final-year students in law, criminology, public policy, or social sciences looking to launch a public service career.
Application Requirements for Commonwealth Ombudsman APS4
Commonwealth Ombudsman APS4 Application Process
To apply for this APS4 role, you’ll need:
- A 1-page (700 word maximum) statement of claims of your suitability to the position
- A current Resume (maximum 2 pages)
- Contact details for two referees including your current direct supervisor.
Commonwealth Ombudsman APS4 Essential Role Requirements
To be eligible for this role you must have:
- Australian Citizenship
- Ability to pass a National Police Check
- Willingness to undergo a psychological assessment (some roles)
What to Include in Your APS Statement Of Claims
Since no target questions are listed, focus on demonstrating your fit using STAR examples aligned with the job functions. You can use the role description or branch responsibilities to guide your examples.
To be successful in these roles, candidates must demonstrate the ability to:
- Work effectively as part of a team within a small agency environment
- Engage confidently with clients and stakeholders, using strong communication and analytical skills
- Communicate clearly and influence outcomes through both written and verbal communication
- Build and maintain effective relationships with internal and external stakeholders
- Interact professionally with members of the public in complex service delivery environments
- Research, analyse, and assess information to support timely and sound decision-making
- Adapt quickly to new IT systems and digital platforms
- Operate with resilience in complex or sensitive situations
- Manage an independent workload while meeting deadlines and maintaining quality standards
- Contribute to the broader objectives of the organisation in a meaningful way
- Apply subject matter expertise to support team performance and organisational goals
- Recognise when to escalate issues and seek appropriate guidance
Each Commonwealth Ombudsman APS4 role has specific qualification and experience requirements:
Complaints Officer: Experience in managing complaints or working in a fast-paced, high-volume customer service environment will be highly regarded.
Assessment Officer: Strong written communication skills are essential, particularly the ability to write clearly in plain English. These roles are well suited to final-year university students or recent graduates in law, criminology, international relations, or related fields—though this is not mandatory.
Policy Officer: A degree in law, social sciences, public policy, or humanities is desirable.
For best results, get your APS application reviewed for just $29. An expert review includes every part of your written application, including your APS Statement Of Claims.
Candidate Profile for Commonwealth Ombudsman APS4
Jordan has over five years of frontline leadership experience in a major national retail chain, where they led a team responsible for resolving complex customer issues, managing escalations, and ensuring service recovery in high-pressure environments. As a Team Leader, Jordan was the go-to person for de-escalating complaints—often stepping in to handle sensitive or unresolved matters, liaising with head office, and ensuring compliance with consumer law obligations.
Jordan brings a strong understanding of complaint-handling principles, having developed local processes to improve turnaround times and minimise repeat contacts. Their ability to remain calm under pressure, actively listen to customer concerns, and provide fair, well-documented outcomes has earned them recognition for both customer satisfaction and team development.
Jordan is now seeking to transition into a public sector complaints handling role where they can apply their practical experience in a more structured environment and contribute to service improvement and procedural fairness.
Commonwealth Ombudsman APS4 Statement Of Claims Example For Complaints Officer
STATEMENT OF CLAIM – JORDAN SMITH
I am an experienced customer service professional with over five years in a leadership role at a major national retailer. In this position, I regularly managed escalated complaints, supported team performance under pressure, and worked closely with both internal departments and customers to resolve complex service issues.
My background has given me extensive experience handling complaints in a fast-paced, complex customer service environment. At peak times such as holiday trading periods, complaint volumes would increase sharply, often involving pricing errors, product faults, or stock shortages. I took responsibility for redesigning how our team managed complaints, introducing a triage system to categorise them by urgency and risk. This helped us respond more efficiently and ensured that serious complaints—such as those involving vulnerable customers or potential legal implications—were prioritised. I personally managed high-risk escalations, engaged directly with our corporate office where needed, and ensured outcomes were clearly communicated to customers. These improvements led to a 30% reduction in resolution time and a measurable improvement in customer satisfaction scores.
I have also demonstrated the ability to work effectively as part of a team within a small agency environment. During a period of restructuring, our team was reduced in size but still required to maintain the same level of service. I played a central role in supporting my colleagues by running daily stand-ups to prioritise work, sharing knowledge, and introducing basic process improvements like shared checklists and communication logs. My collaborative approach helped maintain team morale and productivity during a period of increased workload and uncertainty.
Throughout my career, I’ve had to engage confidently with clients and stakeholders, using strong communication and analytical skills. One example involved a recurring issue with a particular product line, where complaints about defects were becoming common. I collected complaint data, analysed the fault patterns, and worked with our supply and procurement teams to recommend a temporary withdrawal of the product. I then communicated updates to affected customers and team members. This not only reduced complaint volumes but also strengthened relationships between the store and our central office teams, who appreciated the evidence-based and solution-oriented approach.
My ability to communicate clearly and influence outcomes through both written and verbal communication has been central to my leadership role. I was regularly required to prepare weekly reports on complaint trends for senior managers and to present findings at team meetings. When refund refusals became a source of friction, I drafted a clear and persuasive report outlining the underlying causes, supported by customer feedback and incident logs. I proposed signage changes and staff scripting updates, which were adopted across the region. This improved customer understanding of refund policies and reduced frontline conflict.
To build and maintain effective relationships with internal and external stakeholders, I always aimed for proactive communication and a shared sense of purpose. When a system failure in our logistics platform caused significant delays in online orders, I reached out to the IT and warehouse teams to establish a direct communication line. This enabled quicker updates for customers and helped resolve the backlog without further escalation. My ability to balance advocacy for customers with respect for operational constraints made me a trusted point of contact across departments.
In my role, I was often required to manage an independent workload while meeting deadlines and maintaining quality standards. I balanced administrative reporting, staff rosters, and live service desk supervision—often under time pressure. To manage this, I developed standardised templates for reporting and scheduled focused work time outside peak hours. These strategies ensured that I consistently met deadlines without compromising the quality of service or my team’s oversight.
I also consistently looked for ways to contribute to the broader objectives of the organisation in a meaningful way. When our company piloted a new digital feedback system, I was selected to lead its implementation in our store. I trained staff, collected feedback from customers, and submitted a detailed report that helped refine the broader rollout strategy. This work was recognised by our regional manager and demonstrated my commitment to continuous improvement.
As a team leader, I regularly applied subject matter expertise to support team performance and organisational goals. I coached new team members on complaint handling, provided feedback on complex cases, and built capability through informal training sessions. I also understood when issues needed to be escalated and took care to recognise when to seek guidance, especially in cases involving legal threats or vulnerable customers. In these situations, I followed protocol, documented thoroughly, and ensured matters were referred to the appropriate internal teams.
I am now looking to apply my frontline leadership, complaints handling expertise, and stakeholder engagement skills in a structured public service environment where I can contribute to fair, effective outcomes and continue developing professionally.
How to Use the STAR Method in Your Statement of Claims
When responding to selection criteria or writing a statement of claims, government recruiters expect to see practical, real-world examples of how you’ve demonstrated the required skills or behaviours. The most effective way to structure these examples is by using the STAR method:
- S – Situation: Briefly set the scene. Where were you working, and what was happening?
- T – Task: Explain your role in the situation. What were you responsible for?
- A – Action: Describe the specific steps you took to address the task. Focus on what you did.
- R – Result: Share the outcome. What changed or improved as a result of your actions?
Each paragraph in your statement should draw on this structure—even if you don’t label each part. This keeps your response focused, relevant, and easy for the panel to assess. For example, if the requirement is “experience handling complaints,” you might describe a time you de-escalated a customer issue, what steps you took to resolve it, and what impact your actions had on the customer or team.
Use this technique to showcase your suitability for Commonwealth Ombudsman APS4-level responsibilities.
Get Help Applying For APS4 Level Roles
If you’ve found an APS4 role that matches your skills and interests, the next step is putting together a strong, tailored application. These roles often receive a high volume of applicants, so it’s important to make sure your cover letter and statement of claims clearly demonstrate your experience and align with the job’s selection criteria.
🔗 Click here to apply via APSJobs
This is the official portal where APS vacancies are listed and where you’ll submit your application. Make sure you’ve read the full job description and eligibility requirements before applying.
📝 Get your APS written application reviewed – only $29
Want a second pair of eyes before you hit submit? A professional review can help you avoid common mistakes, sharpen your examples, and make sure your application included the statement of claims is targeted to the role.
💬 Still have questions?
Whether you’re unsure how to structure your statement of claims, don’t know if your experience is relevant, or just want to double-check you’re on the right track, we’re here to help. Use the contact form at Team 3Thirty to get personalised advice on your application. No pressure— I just love helping people who are trying to land a government job.
