Using AI to prepare complaints
We understand that people may want to use AI to help prepare a complaint.
AI and drafting complaints
AI often gives inaccurate or misleading information, which can detract from your message. It can also generate hundreds of pages of information, which is often inaccurate, and causes delays in processing your complaint.
Using AI
If you ask AI to help draft a complaint for you, make sure it only includes your explanation of what happened and what you are unhappy about.
If possible, include a timeline of what happened and when, and your view on how you would like the complaint resolved.
Check the information is accurate before sending it to us.
Things to avoid
Do not include any information that AI prepares for you about the law, legal terms or suggested solutions to resolve your complaint.
This is because AI can:
- confuse overseas law with New Zealand law
- make up information that is not accurate
- make up cases that don’t exist
- provide you with a large amount of irrelevant information that distracts from your complaint.
We are here to help
Remember that we have expertise in New Zealand law and industry best practices. You don’t need to provide any references to the law or legal cases.
We consider all relevant information, including the arrangements and agreements relating to your specific situation, when making our decisions. We will also be able to explain to you what can be considered in a complaint.
If your complaint moves to one of our case managers for investigation, they may want to discuss your complaint with you over the phone. We understand that consumers may prefer to only communicate in writing because they don’t feel confident discussing their complaint over the phone and wish to use AI to respond to our questions. However, our case managers are very skilled at ensuring that you are given enough time and opportunity to explain your complaint in a no-pressure and informal way.
