Hēmi Pirihi (Kaitahutahu) (left standing) and Paul Hunt (Te Amokapua | Chief Commissioner) (right sitting) on a visit to He Korowai Trust, Kaitaia. Timeliness of completing enquiries and complaints • an increase in the proportion of complaints that required a dispute resolution process, The Commission is committed to responding to enquiries and complaints in a responsive and timely manner. The Commission completed 91% of all complaints alleging unlawful discrimination within 12 months, exceeding our performance measure of 80%. • an increase in the complexity of complaints and service user needs, As of 30 June 2023, the average time to close a complaint was about 5 months15, an increase from the previous year of 1 month. This is likely due to: • resourcing. 15 • some complaints remaining from the previous year (2021-22), where there was an unprecedented number involving face masks during the peak of COVID-19, Rounded to the nearest month, from 4.93 months. 37