Goal 4: Effective access to justice and remedy for people and communities whose rights are breached Outcome 4.1 [PBS criterion] We deliver a fair and effective investigation and conciliation service. National Information and Investigation and Conciliation Services In 2020–2021, the Commission assisted over 15,746 people and organisations by providing information about the law and the complaint process, assisting with problem solving, and providing referrals to other services. In 2020–2021, the Commission accepted 3,113 complaints of alleged discrimination and breaches of human rights and finalised 2,624 complaints. The Commission conducted approximately 1,517 conciliation processes, of which 1,054 complaints (70%) were successfully resolved. Progress indicator 4.11 [PBS target] 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. In the 2020–2021 period, the Commission met and exceeded all criteria in the above indicator: • 98% of complaints were finalised within 12 months • 41% of complaints were resolved by conciliation • 90% of surveyed participants reported that they were satisfied with the service they received, with 74% rating the service ‘very good’ or ‘excellent’ • 96% of surveyed participants to complaints that were conciliated reported that they were satisfied, and 84% rated the service as ‘very good’ or ‘excellent’ (figure 7, provides a breakdown of this data). Annual Report 2020–2021 Australian Human Rights Commission 73