Form · Client-facing & access-to-justice AI tools
Client-facing AI incident and near-miss report
Internal report when a client-facing assistant gives tailored or wrong information, misses a safety or urgency cue, mishandles personal information, or is the subject of a complaint. It records facts, the response, and who told the user.
- Kind
- Form. A form to complete, or a guide to completing an official one.
- Where it applies
- Australia, New South Wales, Victoria, Queensland, Western Australia
- AI use
- Red You write the text. The tool writes nothing into the document. Where permitted, it may check, clarify or collect data, and anything it checks or collects is verified.
- Law stated as at
- 22 October 2026
- Status
- Maintained. Checked on 22 October 2026 against the 4 authorities it cites, for 5 jurisdictions.
- Version
- 1
- Source
- Written for this library
When to use it
Open one report for each incident or near miss as soon as it is known. Use it for complaints as well as finds from the transcript sample. Do not use it as a letter to the user or as a report to a regulator; those are separate decisions.
Used for these tasks
- Test a sample of chatbot transcripts for confidential data and wrong law
- Review a client-facing chatbot or intake script against the no-advice line
Each task page says how far AI may help with the task and what the lawyer must review.
How AI may be used
A lawyer writes what happened and what the firm will do; a tool may only place the transcript times and system identifiers into the header from an approved export.
AI may
- Copy the conversation identifier, channel, start time and end time from the system export into the header.
- List other conversations with the same user identifier in the same period, without summarising them.
AI must not
- Must not describe the cause, the legal effect, or whether the firm was negligent.
- Must not draft the words to be sent to the user, the insurer or a regulator.
- Must not rewrite the transcript.
The lawyer checks
- The description matches the transcript, including answers that were wrong or too specific.
- A decision is recorded on contacting the user, taking a topic offline, and notifying an insurer or regulator.
- Personal information in the report is limited to what the review needs, and the report is stored with access limited to the supervising lawyer and [ROLE].
Method: how the Green, Yellow and Red levels are decided. This is guidance for planning, not legal advice.
Read the full text
The full text is available after you log in. It is free. When you log in you can:
- read the whole precedent, with its drafting notes beside it;
- copy it, or download it as a Word file or Markdown;
- add it to your firm’s knowledge base, so colleagues can find it;
- let the AI tools you connect read it from that knowledge base.
The summary, the law it rests on and the AI-use guidance above stay public. Privacy.
More in Client-facing & access-to-justice AI tools
- Chatbot transcript sample review worksheet
- Client notice: how we use AI on your matter, with consent form
- Client consent to input information into a generative AI tool (United States)
- Terms of use and opening disclaimer for a client-facing legal AI assistant
- Public legal information accuracy review record
- Client consultation when generative AI affects a significant decision (United States)
- Pre-launch assurance and supervision checklist for client-facing AI tools
- No-advice scope and blocked-topics schedule for a client-facing assistant
- No-advice notice for a client-facing tool (United States)
- Collection notice for AI intake and triage tools (APP 5), with short in-chat version
- Note escalating a client-facing tool transcript to a lawyer (United States)
- Periodic supervision minute for a client-facing AI tool
- Human escalation and handoff protocol for client-facing AI tools
- Client letter: using AI tools with your legal matter (confidentiality, privilege and evidence)
All precedents for Client-facing & access-to-justice AI tools · Tasks and AI use in this area