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Artificial Intelligence (AI)

How Utilities Disputes’ uses Artificial Intelligence (AI)

  • We use AI tools in a (specified) limited way to support our work, for example for summarising key complaint information, transcribing calls and assisting us to access relevant information.
  • We do not use AI to make decisions about the merits of complaints or to decide outcomes. UDL staff and its Commissioner are responsible for decisions, communications, and case management and handling.
  • Where AI involves personal information, we handle that information in accordance with our privacy obligations.
  • We thoroughly assess any AI tools before we use them following accepted privacy and security controls.
  • AI generated summaries and output are reviewed by staff and checked for accuracy, bias and fairness before being used.

 

Your use of AI when making a complaint

You do not need to use an AI tool to make a complaint to Utilities Disputes.

We understand people may use AI tools to assist them in making a complaint, however, we would rather hear what happened directly from you and can assist you to put your complaint in writing.

The important thing is to ‘hear’ your account of what happened.

 

If you do use AI there are some issues to manage when doing so.

For example:

  • AI can get things wrong.  It is a tool that sometimes may state information that is not correct or even include policies or legal cases that do not exist at this time.  Remember you are responsible for making sure everything you state in your complaint is true and accurate.
  • AI can also generate responses based on general patterns rather than the facts of your case, and you are better placed to confirm what happened and its impact.
  • Your information may not remain private if you enter it into an AI tool as it can store your data
  • AI may suggest or predict incorrect outcomes.  If you want to discuss your complaint and potential outcomes you should contact and speak to us directly.
  • Please check the wording carefully and make sure it still accurately describes your experience.
  • Please know that by expanding on your complaint using AI you may lengthen the dispute resolution process unnecessarily, particularly if incorrect or irrelevant information is generated (through your use of AI).