Appendix 5: Performance measurement framework table Goal Outcome Performance expectation Progress indicator (and PBS target) 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. Our investigation and conciliation of complaints and dispute resolution meet performance indicators on timeliness, efficiency and service user satisfaction. 85% of complaints are finalised in under 12 months. PBS CRITERION Our investigation and conciliation of complaints and dispute resolution processes have systemic and educational outcomes. 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. Annual Report 2023–2024 • 93