Survey satisfaction When the Commission finalises a complaint, a voluntary survey is sent to the parties seeking feedback on the service they received. The survey is sent to all parties, except where a matter has been withdrawn or discontinued before a respondent is notified, or in circumstances where further contact with the Commission may cause harm (distress) to the relevant parties and/or staff. Quote from complainant I dealt with [an ICS staff member] and was truly astounded by the simplicity of the system and the guidance and explanations given. Unheard of in Government departments. Usually have to deal with mountains of red tape, and a lack of explanation of how and what to do and or happens. The AHRC gave very concise clear directions and made the whole process very transparent and easy to navigate and understand. Despite a VERY challenging situation we were able to achieve an excellent outcome for both parties and a very unexpected happy ending. In 2023–24, 394 parties (221 complainants and 173 respondents) participated in the survey, representing a 14% response rate. 85% of participants (78% of complainants and 94% of respondents) reported that they were satisfied with the service they received and 69% (64% of complainants and 76% of respondents) rated the service very good or excellent. Annual Report 2023–2024 • 23