BackA new paper released this week by the NSW Ombudsman examines the impact of generative artificial intelligence (AI) on complaint handling, highlighting a fundamental tension between making complaint systems more accessible and the increasing demands placed on those systems.
The In Focus paper, Responding to the rise in AI-assisted complaints – challenges for complaint handlers, highlights that complainants are increasingly using generative AI tools to prepare, submit and pursue complaints.
You can download the paper here.
Key learnings:
This edition of In Focus supports complaint-handling bodies by providing practical strategies to manage the challenges that AI-assisted complaints present while preserving accessibility.
The paper emphasises that fairness, including assessing complaints on their merits, and effective complaint management systems must be at the foundation of any response.
In Focus is a practical resource for NSW Government departments, agencies, local councils and community service providers to strengthen oversight, improve decision-making and support timely, lawful and fair administration.
You can browse other In Focus papers here.
Source: Office of the NSW Ombudsman, Australia
