Your own clear account of what happened is the most helpful information you can provide us with when communicating with us about your complaint. 

AI tools can help you organise your thoughts, make information easier to understand or communicate in a way that works for you. 

If you use AI, check what it tells you

AI tools can also produce information that sounds convincing but is incorrect, misleading, incomplete or not relevant to your situation.  

If you choose to use AI when making a complaint or providing us with additional information, there are some things you should be aware of. 

AI tools may:

• make the information you prepare for your complaint harder for us to understand, we may need to contact you for clarification and it can delay the handling of your complaint 
• give you incorrect information about our complaints process  
• misunderstand your situation or change the meaning of what you have told it  
• add facts or details that you did not provide  
• refer to legislation or legal cases that don’t exist, are incorrect, outdated or do not apply in Victoria  
• give you incorrect information about your rights or the outcomes we can provide. 

You are responsible for checking anything you send to us. If you use AI, carefully check the final version to make sure it is true, accurate and relevant to your complaint.  

If you are unsure about how our complaints process works or what we can do, ask us rather than relying on information provided by AI. 

Protect your privacy

Be careful about putting personal, sensitive or identifying information into public AI tools.  

Information entered into an AI tool may be collected, stored or used in ways you do not expect. Before using an AI tool, consider its privacy and data-handling settings. Do not assume that an AI tool is private just because you are using a personal account. Check the tool's privacy settings and terms before entering any information.  

As a general rule, do not enter information such as:  

• names, addresses, phone numbers or email addresses   
• court file numbers, complaint reference numbers or case details   
• private documents   
• details you do not want shared.

More information

Visit our How to lodge a complaint page if you are ready to make a complaint or need help with the next step.