Results The Commission’s Investigation and Conciliation Service (ICS), (including the National Information Service (NIS) and Respect@Work Information Service), provides information and education, targeted referrals and accessible complaint handling services to thousands of individuals and organisations across Australia. In doing so, the work of the ICS supports access to justice and remedies for people and communities whose rights are breached on a daily basis. Analysis of performance In 2023–24, the Commission received 2,708 complaints and finalised 2,771 complaints. Of the complaints finalised during this reporting period, one of the three progress indicators was achieved, with 85% of parties to complaints reporting they were satisfied with the service they received (an increase of 3% on the previous reporting year). However, 33% of complaints were resolved by conciliation, which is 7% below the progress indicator and lower than the average percentage of complaints resolved over the previous 10 years (although, higher than the previous year by 3%). While the percentage of complaints resolved through conciliation is below target, there has been a notable increase in the number of conciliation processes facilitated by the ICS when compared to last year. This is due to the overall increase in complaints received. The number of complaints resolved through conciliation this reporting period was 898 which is a 20% increase on the 755 complaints resolved through conciliation in 2022-23. This represents successful dispute resolution for more than 1,800 individuals and organisations involved in complaints before the Commission. Participation in conciliation can also be an empowering experience, irrespective of the outcome achieved. Unsolicited feedback received by the Commission regularly includes positive reflections about individuals’ engagement with the ICS staff in circumstances where a conciliated outcome is not achieved, as the example below illustrates: Annual Report 2023–2024 • 21