Court AI practice notes
Member Forum Q&A - Artificial Intelligence
Australian Financial Complaints Authority (External dispute scheme), Commonwealth.
About this rule
- Issuer
- Australian Financial Complaints Authority
- Body type
- External dispute scheme
- Type
- Statement
- Date
- 27 May 2026
- Date basis
- 2026-05-27
- Date on the page
- 2026-05-27
- Confidence
- Medium
- Jurisdiction
- Commonwealth
Summary
AFCA's answers to member questions about rising AI use by complainants and representatives and AFCA's own use of AI.
Points recorded from the source
- Generic or AI-generated templates with vague or unsubstantiated allegations are not appropriate
- AFCA is monitoring complaint submissions, including from paid representatives
- AFCA is exploring AI-enabled tools including transcription, call summaries and efficiency insights
- AI does not replace human involvement, especially where decisions are made; complaints are assessed on merits and evidence
Verify note
AFCA describes itself as an ombudsman and external dispute resolution scheme, not a statutory tribunal.
Source
See it in the AI rules tracker by Australian court and bodyCommonwealth page