Enquiries and complaints The Commission’s enquiries and complaints service provides a way for New Zealanders to raise complaints about human rights matters and have them addressed. We provide an information and referral service for enquirers on human rights matters and a free, informal and confidential disputes resolution service. This year, the Commission received 5598 human rights enquiries and complaints. Of these, 61 per cent (3425) asked for the Commission to help them resolve their human rights issue. Thirty five per cent (1950) sought other assistance including enquiries about human rights training, advice or education resources. Four per cent (223) registered concern about a particular human rights issue (without seeking the Commission to intervene). The Commission’s Infoline contact centre makes an initial assessment of enquiries and complaints. It provides information, discusses options for self-help and assists in the resolution of matters. In 2013−14, Infoline dealt with and closed 56 per cent (2741) of the enquiries and complaints received. The remainder were referred elsewhere within the Commission or to a more appropriate agency for assistance. The Commission’s dispute resolution process allows people to discuss human rights complaints in a fair, open and constructive way. This can include offering assistance so that the matter can be resolved independently; providing parties with information or education resources; or undertaking mediation between parties. During the year, we provided disputes resolution services for 1301 complaints relating to potential unlawful discrimination and seven complaints alleging other human rights breaches. A wide range of individuals, groups, agencies and companies participated in dispute resolution activities during the year, with positive changes being made at both a personal and systemic level. Outcomes included payment of compensation, apologies, acknowledgement and changes to policy and practice. Human rights enquiries and complaints 2013–14 Annual Report 2014 27