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Performance indicator (and PBS target) 2a: Efficient and effective information and dispute resolution services

Efficient and effective information and dispute resolution services

In 2018–19, the Commission assisted over 13,989 people and organisations by providing information about the law and the complaint process, assisting with problem solving and providing referrals to other services.

The Commission provided approximately 24 information/education sessions to stakeholders, professionals, advocates and community groups across Australia.

In 2018–19, the Commission accepted 2,037 complaints of alleged discrimination and breaches of human rights and finalised 2,202 complaints. The Commission conducted approximately 1,396 conciliations processes, of which 1,010 complaints (72%) were successfully resolved.

The Commission website publishes statistics about complaints received and resolved. For more information visit https://www.humanrights.gov.au/complaints.

In the 2018–19 period, the Commission exceeded its PBS performance targets as follows:

  • Forty-seven per cent of all finalised complaints in the reporting period were conciliated (exceeding our target of 40% by 7%).
  • Ninety-eight per cent of complaints were finalised within 12 months (exceeding our target of 85% to be finalised within 12 months of receipt).
  • Ninety-four per cent of surveyed parties to complaints reported that they were satisfied with the service provided (exceeding our target of 85%) and 74% rated the service as ‘very good’ or ‘excellent’.
  • Ninety-eight per cent of surveyed participants to complaints that were conciliated reported they were satisfied and 83% rated the service as ‘very good‘ or ‘excellent’.