Responding to and resolving anti-discrimination complaints
Measure
Baseline
2014/15 standard
2014/15 Result
Customer satisfaction
with the mediation
service
90% of customers
satisfied with the
mediation process
90% of customers
satisfied with the
mediation process
Achieved11
93.6% of customers were satisfied with the mediation process
Responsive and timely
resolution of enquiries
and complaints
5800 new enquiries
and complaints
5800 new enquiries
and complaints
Below forecast
Demand driven measure – 5236 new enquiries and complaints were received
(*5014 new enquiries and complaints, plus 222 publications = 5236)
1400 human
rights complaints
(including unlawful
discrimination) are
provided a disputes
resolution service
1400 human
rights complaints
(including unlawful
discrimination) are
provided a disputes
resolution service
Below forecast
Demand driven measure –1124 human rights complaints (including unlawful
discrimination) were provided a disputes resolution service
(1121 complaints, plus 3 BHRMs = 1124)
80% of complaints
of unlawful
discrimination are
closed within one
year
80% of complaints
of unlawful
discrimination are
closed within one
year
Achieved
91.3% of complaints of unlawful discrimination were closed within one year
Percentage of cases
resolved through
dispute resolution
service and resolution
leads to positive
systemic changes
that increase the
realisation of human
rights
78%
80%
Achieved
82% of cases were resolved through dispute resolution service
77 Positive
systemic changes
8012 Positive
systemic changes13
Achieved
88 positive systemic changes through resolution
11 Feedback was sought from participants in 108 face-to-face mediations. It was not sought from mediation that occurred on-thepapers, through email or shuttle telephone mediation. One hundred and nineteen surveys were sent out and 93 were returned
12 The Supplementary Estimates 2014/15 note the performance standard as 85, which is still achieved
13 ‘Positive systemic change’ means an outcome which leads to change in systems or organisation-wide practice, a result which
will affect more than one person for an indefinite length of time. Systemic changes can be distinguished from ‘individual’
results which are, for example, apology, donation, compensation, reinstatement. An ‘educational’ result is one that reaches a
wider audience but is not as widespread or as firm as a systemic result, eg press release, explanation/education in the Human
Rights Act 1993
Annual Report 2015
37