Australian Human Rights Commission Annual Report November 2022 Instances where participation in the investigation and conciliation process results in increased understanding of rights and responsibilities in the law. Results In 2021–22, two of the three progress indicators were achieved. However, only 35% of complaints were resolved by conciliation which is 5% below the progress indicator and lower than the average percentage of complaints resolved over the previous 10 years. In 2021–22, 24% of conciliated complaints included outcomes with benefits for people beyond the individual complainant. Examples include: the implementation of antidiscrimination policies and training within workplaces; changes to the built environment to increase accessibility; adjustments in the way services are provided to all customers and changes to policies that may have had unintended consequences for a particular group of people. It was a pleasure to talk with you on Friday and I was so grateful for your time and for your genuine professionalism. Sometimes where people have disabilities like myself, it can often feel demeaning and humiliating talking to government representatives. I thank you sincerely for your patience and professionalism. I would hope that you would please pass my compliments towards your handling of my matter and your exceptional communication skills. Feedback from Complainant Commission voluntary survey data indicates that in relation to conciliated complaints, 77% of survey participants indicated that involvement in the Commission’s complaint process had assisted them to better understand their rights and Thank you for working with us to be able to close out this matter responsibilities under federal human rights and antiI really appreciate your help and it has been a discrimination laws. worthwhile exercise for our business, going through the investigation. Thanks so much for your incredible patience and support through what has been quite a stressful episode. Feedback from Respondent 61 The Commission’s National Information Service (NIS) and Investigation and Conciliation Service (ICS) both contribute significantly to the Commission’s key functions as Australia’s National Human Rights Institution, by