As part of its review of the Anti-Discrimination Act 1977 (NSW) ("ADA"), the New South Wales Law Reform Commission ("Commission") decided to examine in detail the complaints system administered by the Anti-Discrimination Board ("ADB") and the Equal Opportunity Tribunal ("EOT"). The Commission engaged a consultancy firm, Keys Young, to conduct surveys of a representative sample of inquirers, complainants and respondents who had used the ADB's inquiry and complaints service. The aim of the surveys was to measure levels of client satisfaction with the complaints-handling process, to identify areas of concern and to assess whether the outcomes of bringing a complaint under anti-discrimination legislation are broadly compatible with the ADA's objectives.

The Commission gratefully acknowledges the work of John Schwartzkoff, a principal of Keys Young, who, in collaboration with the Commission and the ADB, designed, tested, co-ordinated and implemented the surveys. This Research Report represents the findings of the research and analysis conducted by Keys Young.

The Report would not have been possible without the assistance of the ADB who, with clerical support from the Commission, compiled mailing lists for the consultant and were responsible for the mailout of the surveys and follow-up letters. The Commission also thanks the Registry staff of the EOT who provided a list of names of parties to matters that had been finalised in the year to June 1995. Additional assistance and comments on the Report came from the Commission, particularly from Sharminie Niles and Frances Di Benedetto. Julie Freeman undertook the desktop publishing.

Peter Hennessy
Executive Director