Results In 2013–14, the Commission received a total of 5598 new human rights enquiries and complaints, falling just short of the forecast quantity measure of 6000 new human rights matters. Dispute resolution services were provided for 1301 complaints alleging unlawful discrimination, against the identified measure of 1400 complaints. As this is a responsive service, these forecast performance measures are best estimates; the numbers of enquiries and complaints can change from year to year. The result for the prior year was 5973 new human rights enquiries and complaints, and 1228 unlawful discrimination complaints. In terms of timeliness, 94 per cent of all enquiries and complaints received an initial response or were closed within three working days, exceeding the identified standard of 90 per cent and the prior year’s result of 91%. Eighty two per cent of unlawful discrimination complaints were closed within a year, with the situation advanced (resolved, progressed or referred to the Human Rights Review Tribunal) compared with 85% in the prior year. This exceeded the identified performance standard of 80 per cent. Levels of satisfaction were measured by questionnaires sent to all parties involved in a mediation process. Of those participants who returned the questionnaire 97 per cent reported they were satisfied or very satisfied with the process, against a 90 per cent standard and 94% in the prior year. One hundred per cent of respondents to the questionnaire said that the mediation process was explained ‘very well’ or ‘well’. Ninety nine per cent were happy with the neutrality of the mediator saying they facilitated in a ‘very fair’ or ‘fair’ manner. Ninety seven per cent felt that mediation clarified the matter, saying that the issues were explored ‘very well’ or ‘well’ in mediation. Annual Report 2014 65