Dispute resolution in action 36 Systemic outcomes The Commission’s dispute-resolution service (focused on mediation) is impartial, flexible, free, and is offered for discrimination complaints including sexual harassment, racial harassment, racial disharmony and victimisation for having made a discrimination complaint. From 1 April 2019, people can complain to the Commission if their employer treats them adversely because they are affected by family violence, or because their employer thinks they might be. Complaints can be made in any language and the Commission arranges a free interpreter or a New Zealand Sign-Language interpreter if needed. Complaints can also be made in person, ensuring the Commission is accessible to the public. Outcomes recorded for individuals included: compensation, apology, an interview or job reference, accommodation made for a disability, an acknowledgment of the reality of the complainant’s situation, reimbursement of lost wages, donation to a charity of choice, coaching in self-resolution,30 and referral to an organisation better placed to help. The Commission’s dispute-resolution service (including mediation) is a powerful tool, not only for resolving complaints for the person who has been discriminated against but also enabling systemic change.31 The process is quicker than legislative change and is directed at behaviour, which ultimately drives attitudinal change. The Commission can point to significant (36) outcomes, which have resulted in systemic and social change over the past year. Examples of systemic outcomes for disabled people Providers of services and public places improved accessibility and safety including some of national importance. Disability discrimination was the most commonly reported of the complaints to the Commission and this was reflected in the systemic outcomes. The following examples show outcomes for disabled people or people who had mobility issues: • An accommodation provider recognised the role of disability assist dogs and sought to increase awareness throughout the industry.32 • An electricity company changed its policy for customers with a medical dependency on an uninterrupted electricity supply. 30 Dispute resolution staff provide conflict coaching so the person feels empowered to attempt to resolve the matter with the other party in a productive and respectful way 31 A systemic outcome has greater application to many other people, beyond the individual circumstances of a complainant. 32 Refer to the following website for more information on disability assist dogs: https://tinyurl.com/ttovudq 44 Human Rights Commission