Resolving unlawful discrimination complaints In 2013−14, the Commission closed 1358 unlawful discrimination complaints. Eighty two per cent of these complaints were resolved or partially resolved through the provision of guidance and information, facilitating self-help, referral to a more appropriate agency or reaching agreements through mediation. Eighty three complaints were not resolved through the mediation service. During the year, the Commission achieved 76 outcomes which delivered systemic change. For example, a hospital made changes to the way it records patient information to ensure that gender information is secure and a secondary school amended its ‘no beard’ policy allowing exceptions to this rule on religious grounds. Other examples included a company changing the wording of its regular job advertisement and its recruitment practice, to remove the requirement that applicants have English as a first language, and, in another case, restaurant staff were given training around providing for patrons with guide dogs and assistance dogs. Other human rights enquiries and complaints Of the enquiries and complaints received this year, 3434 (69 per cent) related to human rights issues other than unlawful discrimination. Common themes were enquiries and complaints about immigration policy and decisions affecting individuals, the rights and treatment of prisoners, insurance, as well as many issues related to the Canterbury earthquakes. The Commission is often asked about the human rights implications of local and regional authority decisions and policies as well as government policies. The enquiries and complaints are varied, ranging from local to international situations, individual and general rights. The Commission can consider and act on these broader human rights issues under section 5 of the Human Rights Act 1993. This may involve providing information or guidance on these issues or encouraging policy and practice that reflects human rights standards. Monitoring these broader human rights issues during the year helped the Commission develop a clear picture of the breadth and nature of human rights issues that are of concern to New Zealanders, and to reveal any trends. They also informed submissions the Commission made about Bills and draft policy on human rights matters. In previous years, key incidents in the public arena have provoked discussion and prompted a number of people to contact the Commission. This year, there were no incidents or media reports which sparked large numbers of enquiries or complaints. Notably, the number of enquiries and complaints relating to exciting racial disharmony (section 61 complaints) was considerably less this year. 30 Human Rights Commission