Information and Dispute Resolution Overview The Information and Dispute Resolution (IDR) rōpu was formed in 2023 to respond to enquiries and complaints from people who believe they have been discriminated against under the Human Rights Act (the Act). Our rōpū comprises two teams. • The Human Rights Information and Support Services team, which receives and triages all enquiries and complaints to the Commission, and can provide information, support and early resolution for complaints that do not meet the unlawful discrimination criteria in the Act. • The Dispute Resolution team, which assesses all complaints alleging unlawful discrimination and offers mediation for complaints that meet the criteria. During 2022-23 IDR: • Received and responded to 5619 enquiries and complaints. • Completed 5730 enquiries and complaints. • Assessed and responded to 887 complaints alleging unlawful discrimination.2 • Completed 1022 complaints alleging unlawful discrimination. • Held 152 mediations3 to resolve complaints alleging unlawful discrimination. IDR prides itself on the quality of service it provides people who are often at their most vulnerable. 82% of people who responded to our mediation satisfaction survey4 told us they were satisfied or very satisfied with their experience. 91%5 of alleged unlawful discrimination enquiries and complaints received were closed/resolved within 12 months. 2 3 4 5 Human Rights Information and Support Services Team The Human Rights Information and Support Services team (HRISS) is the first point of contact for the Commission. HRISS triages the majority of enquiries and complaints received from members of the public, organisations, and agencies across Aotearoa. The Commission responded to 5619 enquiries and complaints HRISS refers complaints that allege unlawful discrimination to our Dispute Resolution Team to assess, and where appropriate, provide dispute resolution services (Part 3 of the Act). HRISS can offer support in some situations where people complain about racism and harmful speech, as part of the Commission’s broader commitment to encourage harmonious relations (Section 5 of the Act). We do this by providing information or by offering to facilitate conversations between consenting parties. For most enquiries and complaints, HRISS offers information about the Act and human rights more broadly. We also help empower people to find their own solutions and, where appropriate, we link people with our teams who support commissioners or are undertaking a relevant public project. If we receive an enquiry or complaint we cannot meaningfully assist with, we refer or actively link people with appropriate organisations, such as government agencies, community services, or the Office of the Ombudsman. 661 of the 887 complaints were closed. Mediation is a process where an impartial mediator helps parties safely work through the issues and discuss possible ways to resolve the complaint. The Commission received 17 mediation survey responses from 88 surveys sent. 12 month rolling average 29