Legal and Complaints Officer

Positive Action for Development (PAD) is one of the most vibrant, rapidly expanding, and results-driven civil society organizations in Ethiopia. PAD is currently scaling up its interventions across the humanitarian, NEXUS, and development spectrum—expanding operations throughout the country, including in Addis Ababa, Amhara, Oromia, Harari, Afar, Somali, Tigray, Benishangul-Gumuz, and Ethiopia’s southern regional states. As PAD broadens its reach, it remains firmly committed to inclusive, equitable, and conflict-sensitive programming—respecting the diverse realities of communities while fostering peaceful coexistence and sustainable development.

Vision: PAD strives to see a community of hope, humanity, and social justice.

Mission: PAD brings people together to work in partnerships; promotes hope, humanity, and social justice for every human life in all its fullness; and improves the livelihoods of disadvantaged groups for social and inclusive economic growth by actively engaging in positive actions, promoting responsive care and support, and addressing the root causes of poverty in Ethiopia.

General Overview:

This document outlines the standard roles and responsibilities associated with this position. The descriptions of the post cannot be exhaustive, and the post holder may be required to undertake additional duties that align with the key responsibilities described herein. The roles and responsibilities are also subject to change.

Summary

The Legal and Complaints Officer will be responsible for providing comprehensive legal advice and managing the organization’s complaints resolution process. This role involves working closely with all departments, ensuring compliance with relevant laws and regulations, mitigating legal risks, and maintaining high standards of fairness and transparency in handling customer and stakeholder complaints.

The Complaints Officer is accountable to the Legal Advisor and works under their direct supervision regarding legal guidance and compliance assurance.

Key Responsibilities

Legal Advisory

• Serve as the primary point of contact for all internal legal matters.
• Draft, review, negotiate, and finalize various legal documents and contracts to ensure the organization’s interests are protected and risks are minimized.
• Identify, analyze, and report on potential legal risks and liabilities facing the organization, developing strategies to mitigate them.
• Participate in the development, review, and implementation of internal policies and procedures to ensure they are legally compliant and reflect best practices.
• Manage and oversee any external litigation processes in consultation with the legal advisor, liaising with and managing external counsel when necessary.

Complaints Management

• Work closely with the Legal Advisor to ensure all complaint-handling procedures, investigation methods, and resolution outcomes are compliant with current legislation and regulatory frameworks relevant to the organization.
• Develop, implement, and maintain a robust and fair complaints handling procedure.
• Receive, log, and categorize all formal complaints submitted via various channels (e.g., email, phone, web portal).
• Oversee or conduct thorough, impartial, and timely investigations into formal complaints received from, employees, donors, beneficiaries, bidders, stakeholders, etc.
• Determine appropriate resolution strategies for complaints, ensuring outcomes are consistent with relevant laws, internal policies, and fairness principles.
• Act as the key liaison for complainants, providing clear, empathetic, and professional communication throughout the complaint lifecycle, including communicating the final decision and rationale.
• Prepare periodic detailed reports for the Legal Advisor and senior management on complaint volumes, categories, resolution times, root causes, and emerging trends.
• Maintain detailed records of all complaints, resolutions, and trends. Prepare regular reports for senior management on complaint metrics, root causes, and recommended corrective actions to improve service delivery and prevent future issues.

Qualifications

• Bachelor of Laws (LL.B.) degree or equivalent legal qualification from an accredited institution with good exit exam results.

Experience

• Minimum of 2 years of relevant work experience in legal advisory, compliance, or complaints management, preferably within NGOs, international organizations, or donor-funded projects.
• Exceptional knowledge of relevant laws and the ability to interpret and apply legal concepts to NGOs.
• Additional certification in Compliance, Risk Management, or Data Protection is advisable.
• Excellent written and verbal communication skills, with the ability to articulate complex legal and policy issues clearly and concisely to non-legal audiences.
• Meticulous attention to detail in drafting legal documents and conducting investigations.
• High level of professional integrity, discretion, and ability to handle confidential information.
• Proven ability to analyze complex problems, identify root causes, and recommend practical, legally sound solutions.

Additional Skills & Proficiencies

• Fluency in English, both written and spoken; proficiency in Amharic is required, and knowledge of other local languages is an added advantage.
• Strong legal drafting and report-writing skills.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Experience using document management systems, complaint handling databases, or case management software is an advantage.
• Familiarity with ERP or organizational management systems used in NGOs is an added advantage.
• Good computer literacy with the ability to manage electronic records and confidential information securely.

Number required: 1 (One)

Duty Station: Addis Ababa, field travel required

Salary: As per the organization’s Salary Scale

Female applicants are highly encouraged to apply

Equal Employment Opportunity

• Positive Action for Development (PAD) promotes fairness, equity, and diversity in the workplace. We welcome applications from qualified individuals of all backgrounds, regardless of gender, age, disability, ethnicity, religion, or other personal status. Hiring decisions are made based on skills, experience, and suitability for the role.
• We are committed to creating a respectful and inclusive environment where all staff can thrive, contribute meaningfully, and grow professionally.

Zero Tolerance for Misconduct

• PAD has zero tolerance for any form of abuse, harassment, exploitation, or misuse of power. We take safeguarding seriously and expect all staff, volunteers, and partners to follow our policies and uphold our values at all times. All successful candidates will go through background checks and be required to follow PAD’s code of conduct and safeguarding principles.

Recruitment Flexibility

• PAD reserves the right to recruit more than one candidate from this announcement or keep qualified applicants in our database for future similar roles.

Important Notice on Recruitment Fraud

• PAD does not request any payment at any stage of the recruitment process. If you receive any suspicious messages claiming to be from PAD, please report them to our office through official contact channels. www.padethiopia.