6 | Annual Performance Statement 6.1 Introduction to the results Measuring our impact (what difference, what benefit), in the context and nature of our work, is important but complex. The Commission draws on a monitoring, evaluation, accountability and learning (MEAL) approach to underpin our planning and reporting work. For our Annual Performance Statement, progress indicators are mapped to each outcome and provide reasonable evidence of contribution to the outcome. While some measure the direct attributions of the Commission’s work, others capture our contributions to the relevant outcome. This involves the simple structure of outlining the context of the project, what change took place including outlining indicators and outcomes, and what were the wider impacts. Commission outcomes are often best understood when seen in the context of multi-year programs, advocacy and submissions. Indicators are sourced from a mixed method approach including of data collection, surveys and feedback from stakeholders. Output and outcome data is combined with narrative stories of change to demonstrate impact over time. This mixed method approach is in line with the results-based accountability framework for impact report which is often utilised in assessing complex social problems. Outcomes are mapped against an impact matrix that aligns with the performance framework and progress indicators set out in the Commission’s Corporate Plan 2023–24. Programs of work may have diverse outcomes that speak to multiple indicators against our monitoring and performance plan over different phases of work. However, in the following Annual Performance Statement they are aligned to the most appropriate outcome against the body of work reported against over the 2023–24 reporting period. 20 6.2 Statement against outcomes 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. Indicator: 85% of complaints are finalised in under 12 months 40% of complaints are resolved by conciliation 85% of parties to complaints are satisfied with the service they receive. Instances where the terms on which investigations and conciliation disputes are resolved include systemic outcomes that accord with the objective of the law. Instances where participation in the investigation and conciliation process results in increased understanding of rights and responsibilities in the law.