Using AI tools for complaints

Generative artificial intelligence (AI) tools (such as ChatGPT, Microsoft Copilot or Google Gemini) are becoming widely used in the community. If you choose to use these kinds of tools to help you prepare your complaint, or request for an internal review, it is important you understand the process and risks.

What is generative AI?

Generative AI tools use your prompts to generate new content. The output generated is a probable response based on learned patterns. It might not be the most correct or accurate answer for your circumstances.

Generative AI tools cannot:

• understand the facts of your individual situation 
• reliably understand the broader Queensland social, cultural and legal context
• be relied on to consistently provide information that is relevant, accurate, complete, current and unbiased.

You do not need to use generative AI tools to make a good complaint 

To assess your complaint, we need clear and concise information. There is no need to write a long or complicated letter. You do not need to refer to legislation or case law.

We are looking for:

• a straight-forward description of the action or decision you are complaining about
• which Queensland agency was responsible for the action
• what is your direct interest in the matter.

If we can’t determine this essential information, we may ask you to more clearly and simply state your complaint.

Our online complaint form can help you to prepare your complaint. It will guide you, step-by-step, through the complaint making process.  

Things to be aware of when using generative AI tools

Generative AI tools can be helpful but there are risks to keep in mind. For example:

Incorrect information

AI tools can sometimes create information that is not true or accurate. For example, this could be policies or legal cases that do not exist. This is sometimes called an AI hallucination.

If you use AI tools, you are still responsible for making sure the information in your complaint is correct, clear and relevant.

Privacy and confidentiality

Some AI tools may store what you type into them. This means personal or confidential information could be reused by others or become public. 

If you choose to use a generative AI tool

Some people find it helpful to use generative AI tools when preparing a complaint or request for an internal review. For example, it may help you shorten a first draft or summarise key points.
Tips to help you use generative AI for preparing a complaint: 

• Keep it simple. Be clear and concise about the decision or action you are unhappy with. How does it affect you?  What outcome are you seeking?
• Be careful not to include private details or other confidential information in public AI tools.
• Always double-check the results to make sure the information is true, accurate and relevant.
• Check that the agency you are complaining about is within the Queensland Ombudsman’s jurisdiction.

More information 

The Queensland Civil and Administrative Tribunal (QCAT) website has guidelines about using artificial intelligence. You may find it useful as additional information about using generative AI.