Responding to and resolving anti-discrimination complaints Measure 2014/15 Result 2015/16 standard 2015/16 Result *Customer satisfaction with the mediation service 93.6% of customers were satisfied with the mediation process *90% of customers satisfied with the mediation process Achieved Overall 92% of customers were satisfied with the mediation process NB: This figure is the average of the following results: 97.5 percent were satisfied with the process saying it was explained ‘very well’ or ‘well’; 96 percent were happy with the neutrality of the mediator saying they facilitated in a ‘very fair’ or ‘fair’ manner; 82 percent felt that mediation clarified the matter, saying that the issues were explored ‘very well’ or ‘well’. For all these survey results – ‘very satisfied’, ‘satisfied’ and ‘average’ are included in the result as satisfied. Responsive and timely resolution 5236 new enquiries of enquiries and complaints and complaints were received *5500 new enquiries and complaints Below forecast Demand driven measure – 5336 new enquiries and complaints were received New 100% of unlawful discrimination complaints are provided a disputes resolution service Achieved 100% of unlawful discrimination complaints were provided a disputes resolution service. NB: 87 complaints were excluded because the complainant could not be contacted after the initial contact with the Commission. 91.3% of complaints of 80% of complaints of unlawful discrimination unlawful discrimination were closed within one are closed within one year year Achieved 91% of complaints of unlawful discrimination were closed within one year Percentage of cases resolved through dispute resolution service and resolution leads to positive systemic changes which increase the realisation of human rights 82% of cases were resolved through dispute resolution service *80% Achieved 84% of cases were resolved through dispute resolution service 88 Positive systemic changes through resolution *Number of Positive systemic changes4 agreed by parties Achieved 68 positive systemic changes through resolution Annual Report 2016 43