At eSafety, we are pioneers in online safety regulation, leading global efforts to combat digital harms and foster safer, more positive online experiences for all Australians.
Our mission is bold and far-reaching.
From tackling cyberbullying and child sexual exploitation, to confronting emerging harms brought about by new innovations such as generative AI and immersive technologies, we oversee Australia’s online safety landscape.
We have several vacancies across the Complaints and Investigations Branch (CIB) for APS 6 Regulatory Officers to join our evolving environment and contribute to protecting Australians from online harms. Our structure has been designed to be flexible, providing staff with an opportunity to move across the different teams in response to operational needs or individual career and development goals. This provides an opportunity for staff to build broad regulatory expertise and contribute across the full complaints lifecycle.
The Complaints and Investigations Branch (CIB) plays a critical role in protecting Australians from online harms. We administer regulatory schemes covering adult cyber abuse (ACA), image-based abuse (IBA), children’s cyberbullying CCB), and illegal and restricted content including violent terrorism and extremist content (TVEC) and child sexual exploitation material (CSEM).
The Branch focuses on fast, consistent and impact-driven complaint handling—ensuring matters are prioritised and actioned in line with harm, risk and urgency and timely outcomes are delivered for individuals and the broader community.
The Branch is currently undergoing significant transformational change, including the implementation of a new structure, systems, processes and workflows. This change is designed to strengthen regulatory impact and improve employee experience and workload across the branch.
The new branch structure consists of the following sections:
- Operational Triage and Assessment
- Complaints Resolution
- Complex Cases
- Child Sexual Exploitation Material
- Intelligence (Regulatory Officer roles are not available in this team)
As an APS 6 Regulatory Officer, you will work under limited direction to undertake one or more of the complaints functions (e.g. triage, assessment, resolution) related to Adult Cyber-Abuse (ACA), Child Cyberbullying (CCB) and Image-Based Abuse (IBA) complaint schemes administered under the Online Safety Act 2021, or end-to-end management of complaints related to illegal and restricted content including child sexual exploitation material (CSEM) or violent terrorism and extremist content (TVEC). You will apply legislation, policy and sound judgement to support fair, defensible decisions and engage with complainants, online platforms and other stakeholders to resolve complaints in a timely manner.
Key duties may include but are not limited to:
- Assessing, triaging and resolving a high volume of complaints in line legislative requirements and eSafety policies and standard operating procedures.
- Routinely handling sensitive and at times highly distressing material.
- Communicating with complainants to gather information, provide advice and guidance and manage expectations, often in sensitive or challenging situations.
- Building and maintaining effective stakeholder relationships internally across eSafety and externally with industry/platforms, government and non-government agencies.
- Contributing to building and maintaining a safe and supportive workplace culture by practising self-care, providing peer support and participating in team building activities.
The following qualifications/clearances are essential or must be able to be obtained on commencement:
- Certificate IV in Government (Investigations), or equivalent
- Working with Children Check (or equivalent)
- Baseline security clearance.
Additional information
Exposure to content and challenging interactions
Due to the nature of eSafety’s regulatory scope, among other duties, occupants in these roles are often exposed to sensitive and, at times, potentially distressing material. In addition to reviewing such material, these roles also involve providing advice and support to complainants who may be in distress or demonstrate inappropriate behaviours.
While team members are expected to work across a broad range of content types (ACA, CCB and IBA) to support the Branch’s flexible and agile operating model, exposure to violent terrorist extremist content (TVEC) and child sexual exploitation material (CSEM) is strictly opt-in only. These matters are managed with additional safeguards, specialised training and wellbeing supports.
To support the emotional and psychological demands of these roles, eSafety provides a range of proactive wellbeing supports for all staff in the branch including structured induction and training, quarterly wellbeing check ins and mobility and job rotation opportunities. Role occupants are also expected to take personal responsibility for their wellbeing by actively engaging with available supports, maintaining strong professional boundaries, and applying appropriate self care strategies.
Access to flexible work/remote working
Staff can request a range of flexible working arrangements as outlined in the agency’s Flexible Working policy and guide. eSafety offers a hybrid working environment, however, due to the nature of the work performed in the Complaints and Investigations Branch, along with wellbeing, privacy and security considerations, staff are required to attend the office for a portion of their week. Staff in the CSEM team have limited access to remote work as CSEM content cannot be viewed from home.
On call support
The branch operates a 24-hour response function to support online content removal in response to significant incidents and urgent or high-risk complaints. Staff in the branch can opt-in to participate in a rotating roster to support the on-call function.
Psychological assessments
As part of the selection process, preferred candidates will be required to undertake a psychological assessment conducted by an independent provider. This assessment is designed to ensure candidates are well placed to work in roles that involve high emotional demands, including exposure to sensitive and potentially distressing material, and to support both individual wellbeing and workplace safety.
Candidates will only progress in the recruitment process if the assessment confirms their suitability to work in this environment. Further information about the assessment process will be provided to preferred candidates.
Please see the Regulatory Officers Candidate Pack for full details of the positions, each of the CIB sections, and the skills and capabilities we are looking for in our ideal candidates.
To be eligible for employment with eSafety, applicants must be Australian citizens.
Technical assistance: For questions relating to the online lodgement of your application, please email [email protected] before the closing date.
