Rent Assessment Officer

About Us

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone’s experience of doing business and interacting with the Victorian government.  We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses.  We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.  

You can find out more about our Ministers, leadership and entities here: Department of Government Services. 

About the Branch/Group

The Whole of Victorian Government Contact Centre Branch (WoVG CC) brings together the contact centres from Consumer Affairs Victoria (CAV), The Registry of Births, Deaths and Marriages (BDM), Service Victoria (SV), Workers Screening Unit (WSU) and the Victorian Government Contact Centre (VGCC) into a consolidated team within the DGS Digital Transformation Projects division. This strategic consolidation underlines the departments commitment to streamlining operations and leveraging combined expertise to enhance public service delivery.   

About the Role

Reporting to the Escalations Team Manager, the Rent Assessment Officer is part of a team who evaluate and respond to renter requests for Consumer Affairs Victoria (CAV) to investigate a proposed rent increase from their rental provider.  

As part of the frontline service for CAV for rent increase assessment requests, the team reviews proposed rent increases and responds to renters to advise if the increase has been correctly calculated in line with the method outlined in the prescribed Notice of Rent Increase. This role also has the responsibility of identifying and escalating renter requests where the proposed increase is deemed excessive and/or the renter requests a formal rent increase investigation to be undertaken by CAV. 

The Rent Assessment Officer may perform front line dispute resolution, provide information and advice to Victorian renters, rental providers and real estate agents and escalate breaches of the Residential Tenancies Act 1997 for compliance action.  

This role is important in supporting CAV to uphold it’s legislative responsibility to investigate and report on rental increases, requested by Victorian renters, in a timely manner.  

Key Accountabilities

• Evaluate and respond to renter requests for Consumer Affairs Victoria (CAV) to investigate a proposed rent increase from their rental provider in accordance with the relevant legislation and case management guidelines. This includes contacting parties by phone in the first instance.
• Liaise across CAV, to share intelligence in line with the Escalations Framework and connect to a range of other agencies when appropriate. 
• Provide information to renters (and other parties as appropriate) as to their rights and obligations under the legislation administered by CAV, to constructively encourage compliance.  
• Work autonomously and manage workload in an efficient and effective manner to provide a high-quality service.  
• This role is tied with CAV’s frontline response and depending on business demands may need to change priorities to assist by answering inbound calls or support other frontline functions.

About You

We are seeking applicants who have demonstrated experience from the following criteria:

• Resilience and sound judgement, with the confidence to provide advice, respond constructively to feedback, and manage competing priorities.
• Experience working in a regulatory, compliance, enforcement, or legislative environment is highly regarded.
• Knowledge of relevant legislation, compliance frameworks, or regulatory policies, or the ability to quickly acquire this knowledge.
• Strong organisational skills and the ability to learn new systems, processes, and technologies quickly.
• A commitment to public sector values, inclusion, and delivering outcomes that positively impact the community.

We have 5x ongoing positions. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the Position Description

How to apply 

Apply before the advertised closing date 11:59pm on Tuesday, 27 October 2026. All applications should include:  

·       a resume; and  

·       a cover letter which addresses the key selection criteria (within three pages).

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.  Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.