Using artificial intelligence to help make your complaint 

Some people use artificial intelligence (AI) tools to help write a complaint or prepare information for a bank or our scheme.

AI can be useful, but it can also cause problems if what AI writes is inaccurate, unclear or doesn’t properly reflect your circumstances.

These tips can help you use AI in a way that best supports you when drafting your complaint.

1.    Check the information is accurate

AI tools don’t always get things right. To help them work well, give them key information about your complaint, such as a timeline of events. AI responses can include information that isn’t relevant, and can also make up laws, policies or case examples that don’t exist. Incorrect details can slow down your complaint or cause confusion, so always check the information carefully before you send it.

• Check that all dates, names, numbers and details are correct.
• Make sure the complaint reflects what happened to you, in your own words.
• Read your complaint out loud or ask someone you trust to check it, bearing in mind the question: Does this clearly explain the problem?

2.    Keep your complaint clear and focused

Clear information written in your own words helps us understand what matters to you and what outcome you are seeking.

• Use plain language where you can. You don’t need legal wording for us to consider your complaint.
• If an AI response refers to a law, policy or banking obligation, check the original source for relevance and credibility.  But you do not need to refer to specific laws or obligations in your complaint.
• AI tools sometimes add extra arguments or claims. Remove anything that doesn’t relate to your situation.
• Ask the AI tool to keep your complaint short and specific, which can help avoid repetition or unnecessary detail.
• Focus on the key points:
  • what happened
  • why you’re unhappy
  • what you want to happen to resolve the issue.

3.    Protect your personal information

Evidence, such as bank statements, emails or screenshots, helps us assess your complaint. But remember that you can always provide this evidence to us directly instead of uploading it to AI. Our online complaint form lets you attach documents and files, and you can always email them to us or the bank directly.

When you share information with us or a bank, it’s handled under New Zealand privacy rules. AI tools don’t necessarily have the same obligations to protect your information.

• Be careful about what personal or banking information you enter into AI tools.
• Don’t share sensitive details such as passwords, PINs, security codes or card numbers.
• Don’t enter confidential details if you don’t know how an AI tool stores or uses the information you provide.
• Remember that you can always add any personal or sensitive information directly when submitting your complaint to us or the bank.

Remember

AI tools can help you present your complaint, but you don’t need AI to make a complaint.

We’re here to understand your situation and help resolve your banking problem, whether your complaint is written by you, someone helping you, or an AI tool. Our website also has guides explaining banks’ obligations and the complaint process.