Goal Outcome 1 Improving enjoyment of human rights by all, supporting access to justice and remedies for people and communities whose rights are breached. 1.1 We deliver a fair and effective investigation and conciliation of complaints service. PBS CRITERION Our investigation and conciliation of complaints and dispute resolution meet performance indicators on timeliness, efficiency and service user satisfaction. Our investigation and conciliation of complaints and dispute resolution processes have systemic and educational outcomes. 2027 — 2028 (feasible qualitative/quantitative measures of the expected performance in this reporting year) 2026 — 2027 Indicator (and PBS target) 2025 — 2026 Performance expectation 2024 — 2025 Performance measurement framework 85% of complaints are finalised in under 12 months. PBS TARGET 40% of complaints are resolved by conciliation. PBS TARGET 85% of parties to complaints are satisfied with the service they receive. PBS TARGET Instances where the terms on which investigation and conciliation disputes are resolved include systemic outcomes that accord with the objectives of the law. Instances where participation in the investigation and conciliation process results in increased understanding of rights and responsibilities in the law. 1.2 We support meaningful cultural change towards safer, respectful and more equitable workplaces in Australia. 2 Strengthening Australia’s human rights framework, embedding human rights issues at a national level. 2.1 The leadership and advocacy of the President and Commissioners on thematic areas or identified human rights issues, improves the enjoyment of human rights by affected groups. We support meaningful cultural change through inquiry into and ensuring compliance with the positive duty, and assist duty holders to achieve this through education, research and public discussion. Our research, reporting and advice influences and builds capacity in decision makers and other stakeholders to take action to address the identified human rights issues. Increase in duty holders’: • understanding of the positive duty obligation • taking proactive steps to eliminate and prevent relevant unlawful conduct in the workplace. PBS TARGET Research, reporting and advice activities of the Commission: • are viewed as evidenced, persuasive and credible by stakeholders • increase understanding of the human rights issues and impacts raised • strengthen stakeholder capacity to promote and advocate for the human rights issues raised. PBS TARGET Instances of programs attracting strategic partnerships that advance the priority human rights issues we have advocated for. Instances of improved Federal and state government policy, practice and legislative change that reflect our advice. High proportion of Committee inquiry reports reflect and cite the Commission’s advice. 24 Australian Human Rights Commission Corporate Plan 2024-2025 25