Using AI tools for complaints

Generative artificial intelligence (AI) tools (such as ChatGPT, Microsoft Copilot or Google Gemini) are becoming more widely used across the community.  

We recognise that AI tools can help people prepare complaints by assisting with drafting, summarising or refining information. However, it is important to understand the risks and your responsibilities when using AI tools to make a complaint. 

Please note that our process for assessing complaints is the same whether or not AI tools are used. We welcome complaints written in your own words and based on your own experiences.  

Things to be aware of when using AI tools 

If you choose to use AI tools to help prepare your complaint, it is important to understand that they: 

• do not understand the facts of your individual situation  

• may not understand the broader NSW social, cultural and legal context 

• cannot always provide information that is relevant, accurate, complete, current or unbiased. 

AI tools can make mistakes 

AI tools can misinterpret or provide incorrect information, including references to policies or legal cases that do not exist. This is sometimes called an "AI hallucination.”  

If your complaint includes incorrect, unclear or misleading information, we may need to clarify parts of the complaint which can cause delays.  

Confidentiality 

Some AI tools may store, reuse or share information entered into them. This means personal or confidential information entered into these tools could be accessed by others.  

Please be aware that correspondence you receive from our office about your complaint may contain confidential information.  

If you need help understanding any of the information provided to you, please contact the officer listed in your correspondence who will be happy to assist you.  

Your responsibilities  

• Protect your privacy. Please consider the risks of entering confidential information into AI tools. 

• If you use AI tools, you are responsible for making sure the information in your complaint is accurate, clear and relevant. Always double-check the results before submitting AI-generated content as a complaint.