Output 5: Human rights enquiries and complaints received are advanced and concluded
within agreed timeframes and standards
Objective
Measure
2016/17
Result
2017/18
Standard
2017/18 Result
Human rights enquiries
and complaints
are handled by a
responsive and
effective disputeresolution service
Percentage of customers
satisfied with the mediation
process27
95%
90%
Not achieved 28
84%29
Percentage of complaints of
unlawful discrimination that
are closed within one year30
97%
80%
Achieved
98%
Output 6: Applications for legal representation under the Human Rights Act 1993 and
referrals received under the Privacy Act 1993, and associated litigation are progressed within
the agreed timeframes and in accordance with expected professional legal standards
Objective
Measure
2016/17
Result
2017/18
Standard
2017/18 Result
Responsive and timely
decision making
Percentage of applications
decided within four
months31
84%
80%
Achieved
91%
27 This measure is included in the services from the Human Rights Commission’s non-departmental appropriation for Vote Justice
for 2017-18.
28 The method of capturing and analysing satisfaction with the mediation process was changed through the year but there has
been no adjustment to the SPE measure. Information is captured based on a revised method of calculation, which may not
necessarily indicate a decline in satisfaction rate.
29 The mediation satisfaction rate is measured as a simple ratio of the final question in a SurveyMonkey questionnaire which reads:
“Overall, how satisfied were you with the mediation process?”. 413 questionnaires were sent out and 114 were returned – a
response rate of 27.6%. The margin of error is+
_ 5.79 percentage points at the 95% confidence level. Survey Monkey has some
limitations. Records can be deleted and modified and the reported result may not be completely free from error.
30 This measure is included in the services from the Human Rights Commission’s non-departmental appropriation for Vote Justice
for 2017-18.
31 This measure is included in the services from the Human Rights Commission’s non-departmental appropriation for Vote Justice
for 2017-18.
56
Human Rights Commission