Outputs Performance measure Standard 2013–14 Quality Complaints of unlawful discrimination closed within one year, with the situation advanced (resolved, progressed, or referred to the OHRP) as assessed by internal records 80% closed within one year9 Evaluation of satisfaction, as assessed by a questionnaire sent to participants in the mediation process On a 5-point scale, 90% of returned mediation evaluation forms will score 4 or 5 − reporting they are satisfied or very satisfied with the process10 910 9 This standard is benchmarked against the standard developed by the complaints service of the AHRC. 10 This figure compares favourably with the AHRC complaints standard, which is for 80% of those surveyed to be satisfied with the service they receive. 64 Human Rights Commission