---
title: "Client-facing AI incident and near-miss report"
url: "https://ailawframework.com/precedents/client-facing-and-access-to-justice-ai-tools/client-facing-ai-incident-report"
type: "precedent"
site: "AI Law Framework"
id: "a43-client-facing-ai-incident-report"
area_id: "A43"
kind: "form"
ai_level: "red"
version: 1
task_ids: ["A43-A20260923-3", "A43-T1-R1"]
law_stated_as_at: "2026-10-22"
---

# 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.…

Canonical page: https://ailawframework.com/precedents/client-facing-and-access-to-justice-ai-tools/client-facing-ai-incident-report  
Law stated as at: 2026-10-22

Site index for agents: https://ailawframework.com/llms.txt

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.

## Key facts

- Kind: Form. A form to complete, or a guide to completing an official one.
- Practice area: [Client-facing & access-to-justice AI tools](https://ailawframework.com/precedents/client-facing-and-access-to-justice-ai-tools.md)
- Jurisdictions: Australia, New South Wales, Victoria, Queensland, Western Australia
- AI level: 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: 2026-10-22
- Status: Maintained. Checked on 2026-10-22 against the 4 authorities it cites, for 5 jurisdictions.

## 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](https://ailawframework.com/obligations/client-facing-and-access-to-justice-ai-tools/test-a-sample-of-chatbot-transcripts-for-confidential-data-and-wrong-law.md)
- [Review a client-facing chatbot or intake script against the no-advice line](https://ailawframework.com/obligations/client-facing-and-access-to-justice-ai-tools/review-a-client-facing-chatbot-or-intake-script-against-the-no-advice-li.md)

## 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].

## Authorities

- [Law Society of NSW, Legal Practice Board of WA and Victorian Legal Services Board + Commissioner, Statement on the use of artificial intelligence in Australian legal practice (6 December 2024)](https://lsbc.vic.gov.au/news-updates/news/statement-use-artificial-intelligence-australian-legal-practice)
- [OAIC, Guidance on privacy and the use of commercially available AI products (October 2024)](https://www.oaic.gov.au/privacy/privacy-guidance-for-organisations-and-government-agencies/guidance-on-privacy-and-the-use-of-commercially-available-ai-products)
- [Privacy Act 1988 (Cth) Sch 1, Australian Privacy Principles 6, 10 and 11 (OAIC, Read the Australian Privacy Principles)](https://www.oaic.gov.au/privacy/australian-privacy-principles/read-the-australian-privacy-principles)
- [Federal Court of Australia, Use of Generative Artificial Intelligence Practice Note (GPN-AI), 16 April 2026, paras 4.5 and 4.13 to 4.15](https://www.fedcourt.gov.au/law-and-practice/practice-documents/practice-notes/gpn-ai)

## Full text and drafting notes

The full text and the drafting notes are not part of this public page. Signed-in firm accounts can read them at https://ailawframework.com/precedents/client-facing-and-access-to-justice-ai-tools/client-facing-ai-incident-report and through the signed-in MCP connector https://ailawframework.com/mcp/firm.

*Practice guidance for planning and review. Confirm current primary sources and the requirements of the actual matter. This is general information, not legal advice.*