7 8 Output: Enquiries and complaints, and legal interventions Outputs7 Provide an efficient, effective, accessible, highquality enquiries and complaints service that assists individuals and groups to resolve human rights complaints, including those of unlawful discrimination as defined in sections 76–89 of the Human Rights Act Outcome area 4: Human rights mainstreaming Performance measure Quantity Enquiries and complaints result in 6000 new human rights enquiries and complaints Quantity measure met Provide a disputes resolution service for an estimated 1400 complaints alleging unlawful discrimination Quantity measure met8 Timeliness Enquiries and complaints receive an initial response within 3 working days Annual Report 2014 Standard 2013–14 90% timeliness 7 The scale of the products and services in this output area have been determined by available capacity and known responsive requirements. The standards and measures for each output have been determined based on historical trends and in comparison with other government agencies and entities, including the Office of the Ombudsman and the Independent Police Conduct Authority and the Australian Human Rights Commission (AHRC). The standards for response time and service satisfaction compare favourably against these domestic benchmarks, and against the standards set by the AHRC. 8 This is a responsive service, and reasons for this decline in complaints can only be speculative. This decline is a cross-sector trend and has therefore been reflected in the expected standard for 2013−14. 63