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EXECUTIVE SUMMARY FOREWORD
Issue: Since it was established in 1978, the Commission has played a key role in protecting human rights in Canada by responding to the evolving needs of the public. However, the Canadian human rights landscape has changed fundamentally since the Commission was created 25 years ago. The initial approach to investigating human rights complaints which became largely reliant on litigation and conflict resulted in lengthy investigations and recurring backlogs, and no longer responded to the legitimate demands of Canadians for timely and effective service. Dealing with human rights complaints on a case-by-case basis consumed a tremendous amount of time and resources, leaving many of the Commission's broader objectives and purposes unmet. Process of Renewal: Against this backdrop, the Commission is transforming the way it works to better protect and promote equality in Canada. As always, the Commission continues to advance human rights and
offer Canadians under federal jurisdiction an avenue for resolving complaints. In essence, the Commission is moving towards focusing more of its efforts and resources on human rights problems before they grow into damaging and lengthy disputes that are costly, both emotionally and financially. That means trying to resolve human rights issues early using such instruments mediation, policies, education and training.
The new approach also involves improving the investigation process for handling complaints, the traditional bedrock of the Commission’s work. In 2003, the combination of an expanded mediation program, a streamlined investigation process and faster decision-making fueled the Commission’s drive toward eliminating its backlog of human rights cases and processing cases in a timely manner. Results The Commission’s new approach is already leading to better services for Canadians. The striking results for 2003, including significant increases in productivity, are detailed further in the Annual Report. Some highlights include: - a 70% increase in the number of final decisions reached, including pre-Tribunal settlements;
- an 85% drop in the number of complaints two years or older;
- a 60% increase in the number of case resolution;
- a 50% drop in the average age of complaints, from 25.3 months in January 2003 to 11.7 months in June 2004; a 14% decrease in caseload, from 1,400 to in June 2004.
INVOLVING STAKEHOLDERS Sustainable relationships with key stakeholders are central to the work of the Commission. In order to develop a long range consultation strategy and establish ongoing dialogue with stakeholders, the Commission established an Outreach Directorate within its new Employment Equity, Policy and Outreach Branch. In developing its agenda for change, the Commission reviewed the Canadian Human Rights Act Review Panel report as well as reports from other jurisdictions, canvassed the experiences of other human rights commissions and agencies, discussed issues with a number of interested parties and other disciplines to bring new perspectives to its work. It is now important to step back and look at the principles and values guiding the new approach to human rights management at the Commission. As noted in our Annual Report, the Commission has begun a change process that will take more time and involve parliamentarians, non-governmental stakeholders and other actors in the federal human rights system, before it is fully defined and implemented. Results of this new round of consultations will be documented in the Commission’s next Annual Report to be released in the winter of 2005.
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