Artificial Intelligence Transparency Statement

How we use AI today

We use AI to support the following activities:

• Complaint submissions – AI helps improve the clarity of complaints submitted via our online complaint form by prompting complainants with follow-up questions and suggesting improvements to the information they provide where it is ambiguous or unclear.
• Knowledge support – AI helps staff find and summarise approved policies, procedures and guidance. Staff check relevant sources before relying on an answer.
• Workplace productivity and report writing – AI assists staff with drafting correspondence and reports, summarising information and undertaking research. Staff verify information, findings and recommendations before using or issuing the work.
• Case analysis – AI helps staff analyse complaint records to support internal reviews, reporting and service improvement. Staff verify the analysis and remain responsible for any decisions or actions.
• Systemic issues – AI helps staff identify recurring themes and potential systemic issues in complaint records. Staff assess the evidence and determine findings and further action.
• Quality assurance – AI supports reviews of complaint handling against our quality assurance framework. Assessments are checked and finalised by staff.
• Member responses – AI provides Members with feedback on case closure information against EWOSA guidance. It does not decide whether a case should close.

How we may use AI in the future

We are exploring additional ways that AI could support routine tasks, staff training, customer service and operational efficiency. Any future use of AI will always be introduced carefully, with human oversight and safeguards in place, and in line with our commitment to fairness, independence, and transparency.

What we do not use AI for

Some things are off limits. We will never delegate key responsibilities to AI:

• We do not use AI to make final decisions about complaints or other formal matters. Staff remain responsible for assessments, decisions and actions.
• AI-generated substantive correspondence must be reviewed and approved by staff before it is issued. We do not rely on AI as an authoritative source of legal advice.

How we manage risks

Our use of AI is carefully governed with a strong focus on protecting fairness, independence, and public trust:

• Formal AI Policy – All AI use is governed by our Artificial Intelligence Policy, approved by the Board and reviewed regularly.
• Review and register – We assess AI tools and their intended uses before approval and maintain an internal register recording their purpose, ownership, safeguards and approval status.
• Risk management – AI-related risks (such as bias, privacy, or reputational risks) are tracked in our risk register and reviewed regularly.
• Privacy and security – We assess privacy and security risks before introducing or materially changing an AI use. Access to information is restricted to the approved purpose, and Privacy Impact Assessments are completed where warranted by the risks.
• Monitoring – We test AI tools and review their performance and material changes, including accuracy, bias, access controls and privacy and security risks.
• Human in the loop – Staff remain accountable for all AI inputs and outputs.

Our comittment

Our commitment is clear: AI will only ever be used to strengthen, not replace, the fairness, accessibility, and independence of the Ombudsman scheme. We will review our use of AI regularly and may update this statement at any time in our discretion.