Over 2015–2016, we will: Deliver an efficient and effective National Information Service to respond to enquiries from individuals, business and government Deliver an efficient and effective Investigation and Conciliation Service to help resolve disputes affecting a range of people across Australia Provide information about rights and responsibilities under federal law to various audiences around Australia including potential complainant groups, business and government Evaluate services against our Charter of Service and associated key performance standards. National Information Service and Investigation and Conciliation Service Last year we conducted approximately 1,531 conciliations and were able to successfully resolve 72% of these complaints. This represents successful dispute resolution for more than 3,062 people and organisations. Approximately 30% of conciliated discrimination complaints included terms of resolution which will have benefits for people beyond the individual complainant. For example, agreements to introduce anti-discrimination policies and training or modify buildings and services to address potential discriminatory factors. The conciliation process also helps people learn about the law. For example where the complaint was conciliated, 74% of surveyed participants said that involvement in the process had assisted them to better understand rights and responsibilities in the law. In 2014–2015, 92% of parties who participated in our Service Satisfaction Survey reported that they were satisfied with the service they received and 73% rated the service as ‘very good’ or ‘excellent’. Where complaints were conciliated, 94% of parties reported they were satisfied with the service and 82% rated the service as ‘very good ‘or ‘excellent ’. Some feedback from users of the service include: “Timely and balanced approach to the complaint. Very well handled.” – A respondent “I the conciliator very knowledgeable and fair during the conciliation conference, which rendered the process easy to follow and resulted in a mutually satisfactory resolution”. – A respondent “The conciliator was terrific. They showed excellent judgment … and were a great support to the parties. … Nothing but praise at this end.” – A respondent advocate “The investigator and mediator, was totally professional, thorough, compassionate, understanding and fair throughout.” – A complainant “Excellent service. Extremely professional staff dealing in a highly emotionally charged area.” – A complainant advocate
Annual report and tools report on progress in achieving strategic goals and outcomes of evaluations. Our Annual Report includes an Annual Performance Statement on progress in achieving our strategic as well as an Evaluation Outcomes Report. We publish our annual workplan online, as well as other materials required to meet our performance and reporting obligations under the PGPA Act. Executive Director; Director – Policy and Programs; and Director – Investigation and Conciliation Service to coordinate with team managers. Learning and development framework supports capacity of staff to implement the Corporate Plan. Learning and development framework identifies staff capacity needed to achieve strategic goals. Framework includes opportunities to learn from internal and external expertise. Staff participate in training and feedback reflects strong professional and personal value. Human Resources coordinate in consultation with Director – Policy and Programs; Director – Investigation and Conciliation Service; and team managers. All staff to participate in delivery of and attendance in learning opportunities. Our organisational structure