Goal 4 Outcomes 4.1 (PBS criterion) Performance expectation To what extent did we meet it? For outcome 4.1 In the 2020–2021 period, the Commission met and exceeded all targets. Our investigation and conciliation of complaints and dispute resolution meet performance indicators on timeliness, efficiency, and service user satisfaction. For outcome 4.1 Our investigation and conciliation of Nearly half or 38% of conciliated outcomes included terms beneficial for people beyond the individual complainant. complaints and dispute resolution processes have systemic and educational outcomes. The Commission’s National Information Service (NIS) and Investigation and Conciliation Service (ICS) both contribute significantly to the Commission’s key functions as Australia’s National Human Rights Institution, by providing education about human rights and responsibilities and by providing an accessible, fair and impartial complaint-handling process. Throughout the 2020–2021 reporting year, COVID-19 has continued to drive exceptionally high complaint numbers and inquiries. COVID-19 related international travel restrictions and COVID-19 related measures such as mandatory mask wearing and vaccinations have contributed to the Commission receiving the highest number of complaints on record in 2020–2021. This upward trend is continuing and current projections estimate complaints received for the 2021-22 reporting period to be over 4,500. The unprecedented number of complaints has impacted on the speed in which the ICS is able to action complaints with a consequential increase in complaint-handling timeframes. Additionally, while there is broad community support for state and Commonwealth government measures designed to protect public safety, it is inevitable that some measures appear to have had a disproportionate impact on certain cohorts within the community. Notable examples include Australian citizens and permanent residents unable to return to Australia due to travel caps, and people with disability who feel unfairly targeted by some of the protective measures widely adopted across Australia, such as mandatory mask wearing. Despite the above challenges, over 1,050 complaints were resolved through an ICS conciliation process in 2020–2021. This represents successful dispute resolution for well over 2,300 individuals and organisations, notwithstanding the extraordinary challenges faced by the community grappling with evolving COVID-19 realities. The ongoing state lockdowns and travel restrictions have restricted staff ability to travel. This has led to continuing and expanded use of technology, which has in turn enabled ICS staff to bring together individuals located across Australia in a single conciliation and encouraged the facilitation of cross-country community education forums in ways not previously explored. Annual Report 2020–2021 Australian Human Rights Commission 83