Output 5: Human rights enquiries and complaints received are advanced and concluded
within agreed timeframes and standards
Objective
Measure
2017/18
Result
2018/19
Standard
2018/19
Result
Human rights enquiries
and complaints are
handled by a responsive
and effective disputeresolution service
Percentage of customers
satisfied with the mediation
process57
Not achieved
75%58
Achieved
78%59
Responsive and timely
resolution of enquiries and
complaints as measured by
the percentage of complaints
of unlawful discrimination
closed within one year60
Achieved
98%
80%
Achieved
97%
Output 6: Applications for legal representation under the Human Rights Act 1993 and
referrals received under the Privacy Act 1993, and associated litigation are progressed within
the agreed timeframes and in accordance with expected professional legal standards
Objective
Measure
2017/18
Result
2018/19
Standard
2018/19
Result
Responsive and timely
decision making
Percentage of applications
decided within four
months61
Achieved
80%
Not achieved
64%62
91%
57 This measure is included in the services from the Human Rights Commission’s non-departmental appropriation for Vote Justice
for 2018/19
58 The method for measuring satisfaction changed in 2018/19. The new process brings the satisfaction rate in line with industry
standards, that is 75% rather than 90%.
59 See n. 28.
60 This measure is included in the services from the Human Rights Commission’s non-departmental appropriation for Vote Justice
for 2018/19.
61 This measure is included in the services from the Human Rights Commission’s non-departmental appropriation for Vote Justice
for 2018-19.
62 The decrease in meeting the planned target of determining 80% of applications within four months of receiving the section
82 material is due to two factors. First, the complexity of the applications where further information may be required from the
applicant or a potential respondent. Second, the resources of the Office. For most of the reporting year the Office was down
one full-time equivalent. The Office is recruiting at the time of writing to fill this gap.
Annual Report 2019
67