Information about rights and responsibilities under federal law to various audiences around Australia including potential complainant groups, business and government. Complaint resolution Last year we undertook conciliation with some 1444 complaints and 70% of complaints were successfully resolved. This represents successful dispute resolution for more than 2034 people and organisations. In 2013-2014, 91% of parties who participated in our Service Satisfaction Survey reported that they were satisfied with the service they received. 69% rated the service as good’ or Where complaints were conciliated, 97% of ‘very ‘excellent’. parties reported they were satisfied with the service and 77% rated the service as good ‘very ‘or ‘excellent’. Some feedback from users of the service include: service provided was exemplary, with follow up and communication “The throughout. All of the personnel were able to answer questions with knowledge and care” A complainant – was treated with respect, dignity and empowered by the process” “I A complainant – service provided to all parties by Commission staff is continuously to a “The high standard and always in a timely manner” A complainant advocate – was deeply impressed by the quality of service, fairness and integrity of “I the Commission staff. It was a difficult matter… but the Commission staff member was patient, reasonable and communicative.” A respondent – Investigator/Conciliator managed the complaint in a professional and “The thoughtful manner, with a focus on an outcome that both parties could agree on in order for the complaint to be finalised”– A respondent
Information about rights and responsibilities under federal law to various audiences around Australia including potential complainant groups, business and government. Complaint resolution Last year we undertook conciliation with some 1444 complaints and 70% of complaints were successfully resolved. This represents successful dispute resolution for more than 2034 people and organisations. In 2013-2014, 91% of parties who participated in our Service Satisfaction Survey reported that they were satisfied with the service they received. 69% rated the service as ‘very good’ or ‘excellent’. Where complaints were conciliated, 97% of parties reported they were satisfied with the service and 77% rated the service as ‘very good ‘or ‘excellent’. Some feedback from users of the service include: “The service provided was exemplary, with follow up and communication throughout. All of the personnel were able to answer questions with knowledge and care” – A complainant “I was treated with respect, dignity and empowered by the process” – A complainant “The service provided to all parties by Commission staff is continuously to a high standard and always in a timely manner” – A complainant advocate “I was deeply impressed by the quality of service, fairness and integrity of the Commission staff. It was a difficult matter… but the Commission staff member was patient, reasonable and communicative.” – A respondent “The Investigator/Conciliator managed the complaint in a professional and thoughtful manner, with a focus on an outcome that both parties could agree on in order for the complaint to be finalised”– A respondent
our-agenda-201415.docx