Policy · Client-facing & access-to-justice AI tools
No-advice scope and blocked-topics schedule for a client-facing assistant
Schedule the supervising lawyer adopts for a client-facing assistant: topics it may answer with general information, topics it must refuse, and the exact handoff it must give for urgency, safety and requests for advice.
- Kind
- Policy. A policy or procedure for a firm or client.
- 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
Adopt before launch and revise when topics, channels or the law change. The pre-launch checklist tests the tool against this schedule. Do not let the vendor's default prompt stand in for it.
Used for these tasks
- Review a client-facing chatbot or intake script against the no-advice line
- Build an escalation matrix for a client-facing tool
Each task page says how far AI may help with the task and what the lawyer must review.
How AI may be used
The supervising lawyer writes the topics, the refusals and the words the assistant must use; a tool may only group past transcripts under headings the lawyer has already set.
AI may
- Group approved transcripts under the topic headings the lawyer has already written, so the lawyer can see which heading is being relied on.
- List user questions from the sample that match none of the approved topics.
AI must not
- Must not draft the refusal wording, the topic list, or any sentence that is loaded into the assistant.
- Must not decide that a topic is "general information" rather than advice.
- Must not turn on a topic in the tool.
The lawyer checks
- Every allowed topic has a reviewed information source and a named owner.
- The refusal and handoff lines were written by the supervising lawyer and tested on the questions in the schedule.
- The loaded configuration matches this schedule, including topics that are off.
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 notice for a client-facing tool (United States)
- Collection notice for AI intake and triage tools (APP 5), with short in-chat version
- Client-facing AI incident and near-miss report
- 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