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Statistics reveal high rates of satisfaction with complaints service

Rights Rights and Freedoms
Enquiries, complaints and conciliations FY 2017-2018

The latest statistics on complaints made to the Australian Human Rights Commission show satisfaction with the complaints process remains high among all participants, and especially high among respondents.

Over nine in ten (91%) of all participants – including 98 per cent of respondents and 84 per cent of complainants – who answered the Commission's survey reported being satisfied with the complaints service.*

In addition to our surveys, the Commission receives ongoing feedback from participants, including many positive comments.

As one complainant told the Commission, “Thank you so much for all your help, support and professionalism throughout the past months in finalising my complaint.”

Satisfaction was also particularly high among participants in complaints that were conciliated. 86 per cent of these survey respondents rated the service ‘very good’ or ‘excellent’ and 96 per cent reported they were satisfied.

One participant described the Commission's assistance as "absolutely invaluable" and said their matter “would not have resolved if it weren’t for all your professionalism”.

Nearly three quarters (74%) of the 1,262 complaints that went to conciliation in 2017-2018 were successfully resolved.

Benefiting the wider community

The complaints process also produces outcomes that have the potential to benefit others beyond the participants.

Nearly one third (31%) of conciliation outcomes in 2017-2018 included terms that could benefit others, for instance building modifications or workplace training in anti-discrimination.

The benefits for complainants also go beyond the outcomes decided during the process. As one participant said after the Commission’s help, “I feel I can move forward now with this and have some renewed self confidence.”

Further, the conciliation process helped educate participants, with over three quarters (77%) reporting the process improved their understanding of legislative rights and responsibilities.

The complaints service often diverts complainants from the judicial system, with less than 3 per cent of finalised complaints regarding unlawful discrimination in 2017-2018 proceeding to court, according to data provided to the Commission.


*The Commission seeks feedback on aspects of the complaints process from complainants and respondents. In 2017-18, 230 complainants and 214 respondents agreed to participate in the survey.

More information about the complaints service is available here.

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