1. Human Rights & Equal Opportunity Commission Sofie Georgalis A/Principal Investigation/conciliation Officer

2. How are alleged breaches of the law dealt with?  National Complaint Information line with TTY and telephone interpreter facilities.  Complaints can be lodged by e-mail, in writing or in-person.  Complaints must be in writing; be by (or on behalf of) an aggrieved person; and allege a breach of the law.  Assistance can be provided to put a complaint in writing.

3. The complaint handling process Enquiry Written complaint lodged Assessment Termination Conciliation CourtUnresolved Resolved Investigation Termination Conciliation CourtUnresolved Resolved

4. Investigation  HREOC generally asks the respondent to provide a written response to the allegations. ä Matters may be expedited or dealt with more informally. ä HREOC can compel a person to respond to a complaint. ä Complainant is advised of the respondent's reply.

5. Statutory conciliation  Conciliation is an informal, flexible approach to resolving complaints.  Conciliator assists parties explore issues and negotiate mutually satisfactory settlement terms.  Confidential process.

6. Statutory conciliation Complaints may be resolved by: an exchange of letters, a telephone negotiation between HREOC and the people involved, a telephone conciliation conference, or a face to face conciliation conference.

7. Statutory conciliation Range of conciliated outcomes: Apology Reinstatement to a job Financial compensation Changes to a policy or putting in place anti- discrimination policies Training on anti-discrimination Modification to facilities /premises Change to practice/procedure

8. How can HREOC assist you? Conciliation register Conciliation DVD/Video Website – www.humanrights.gov.au – Complaints Information and Disability rights (FAQs)www.humanrights.gov.au Publications and guidelines. Case law HREOC officer

9. Advantages of the HREOC process äConciliation rate. äTimeliness. äStaff expert in discrimination law. äFlexibility of process. äNational body. äUp to 12 months to lodge complaints. äGenerally, ground only needs to be a factor for the alleged less favourable treatment.

10. More information  HREOC website www.humanrights.gov.au  Complaints Info line 1300 656 419 or (02) 9284 9888