Using AI to make a complaint
You don't need to use AI to make a complaint to us.
We understand that AI can help provide information on how to make a complaint and help you communicate your concerns, but we would rather hear from you. If you need help to put your complaint into words, you can call us and we can assist you.
The things we need to know are:
- what happened
- when did it happen
- who was involved
- how it impacted you
- what steps you have taken to resolve the issue
- what outcome you seek.
Simple and plain is best.
There is no need to add legal or legislative references.
The use of AI can result in your complaint being unclear, or containing inaccurate or irrelevant information.
This may mean it takes us longer to understand and respond to your complaint as we work with you to seek clarification. If we need any more information, we will ask you for it.
Tips if you are using AI
Ensure your complaint is clear and accurate
AI can add information that is not accurate or even about your complaint.
For example, talking about laws, programs or policies that do not apply to you.
Don’t ask AI to add legal language or references, it won’t help your complaint, and may make it more complex, slowing down our response time. If we receive an overly complex or lengthy complaint, we may ask you to summarise your complaint.
If you do use AI for your complaint, make sure you check the text carefully.
Avoid AI generated follow up emails
Sending AI-generated emails once you have lodged your complaint, either restating information provided or adding further information, does not assist us in progressing your complaint faster.
In some cases, these emails may be marked as spam or they may slow down our assessment of your complaint because of the volume of emails we have to work through.
If we need any more information, we will ask you for it via the contact information you provide.
Review the content
Before you send your complaint to us, make sure it explains your issue.
Make sure it still sounds like you and accurately describes your issues.
AI may describe a message or add a tone that you do not intend.
Please ensure there is no aggressive or unacceptable content in your complaint.
Consider the risks in giving an AI tool your personal private information
An AI tool may not keep your information secure. Once you put information into an AI tool, you may not be able to delete it, and the information may be used or shared with others by the AI tool without your knowledge.
If you choose to use AI to help you make your complaint, the Ombudsman recommends not putting any personal information, private details or other confidential information into the AI tool.
Further information
We know that some people are choosing to use generative AI tools to make complaints to us. We’d rather hear from you, not AI. For further help in making a complaint, please see the additional resources below: