Preface
Terms of reference
Executive summary

1. INTRODUCTION
WHAT IS UNLAWFUL DISCRIMINATION?
HOW ARE DISCRIMINATION COMPLAINTS RESOLVED?
The ADB's complaints-handling process
Referral to the EOT
Purpose of this study

2. TELEPHONE SURVEY OF PEOPLE CONTACTING THE ADB's ENQUIRIES SERVICE
METHODS
RESULTS OF THE SURVEY
Reasons for contacting the ADB
Sources of knowledge about the ADB
Satisfaction with service received from the ADB
Hesitations about contacting the ADB
Difficulties or delays involved in contacting the ADB
Clarity of information received and perceptions of enquiries officers
Motivations for contacting the ADB
Other comments about the ADB
SUMMARY

3. POSTAL SURVEY OF ADB COMPLAINANTS
METHODS
SURVEY RESULTS
Characteristics of those who took part in the survey
Type of discrimination alleged
Representativeness
Objectives in making a complaint to the ADB
The complaints process
Opinions about the ADB's handling of the complaint
Outcome of the matter and satisfaction with the outcome
Likelihood of referring a friend or relative to the ADB
Conciliation conferences
Suggested changes to the ADB
Other comments on experience with the ADB
SUMMARY

4. POSTAL SURVEY OF ADB RESPONDENTS
METHODS
RESULTS OF THE SURVEY
Responses
Opinions about the ADB's handling of the complaint
Outcome of the matter and satisfaction with the outcome
Conciliation conferences
Suggested changes to the ADB
Changes made by Respondents as a result of complaints made against them
Other comments on the ADB
SUMMARY

5. A COMPARISON OF ADB COMPLAINANTS AND ADB RESPONDENTS

6. COMPLAINANTS WITH EXPERIENCE OF THE EOT
METHODS
RESPONSES
TYPE OF COMPLAINT
THESE COMPLAINANTS' EXPERIENCE AND OPINIONS OF THE ADB
General statements about the ADB
Conciliation conferences
Other issues relating to the ADB
EXPERIENCE AND OPiNIONS RELATING TO THE EOT
Legal representation
How the complaint was finalised
Views about aspects of the EOT process
Satisfaction with the final outcome
OTHER COMMENTS AND SUGGESTIONS
Suggested changes relating to the Anti-Discrimination Board
Suggested changes relating to the Equal Opportunity Tribunal
Other comments
SUMMARY

7. RESPONDENTS WITH EXPERIENCE OF THE EOT
METHODS
RESPONSE RATE
RESPONDENTS' EXPERIENCE AND OPINIONS RELATING TO THE ADB
General statements about the ADB
Conciliation conferences
EXPERIENCE AND OPINIONS RELATING TO THE EOT
Legal representation
How the matter was finalised
Views about aspects of the EOT process
Satisfaction with the final outcome
Changes made by Respondents as a result of ADB/EOT proceedings
OTHER COMMENTS AND SUGGESTIONS
Suggested changes relating to the Anti-Discrimination Board
Suggested changes relating to the Equal Opportunity Tribunal
Other comments
SUMMARY

8. COMPLAINANTS WHO FAILED TO PURSUE COMPLAINTS LODGED WITH THE ADB

9. SUMMARY OF FINDINGS
NATURE OF THIS STUDY
PEOPLE MAKING TELEPHONE ENQUIRIES
POSTAL SURVEYS
Response rates
Outcomes and satisfaction levels
The ADB's handling of complaints
Conciliation conferences
Parties with experience of the EOT
Changes made by the Respondents
General opinions

APPENDIX A

APPENDIX B

APPENDIX C

APPENDIX D

APPENDIX E

APPENDIX F