AI Complaints and Redress Procedure

How to use this document

• What it is for. This is a base procedure to receive, investigate and resolve complaints from people affected by the organization's AI systems (customers, users, job applicants, workers or other third parties), including requests for an explanation and for human review of decisions, and to provide redress where appropriate.
• Who should own it. Usually customer service or the customer experience function, with legal and compliance. For complaints from workers or job applicants, human resources. Enter the function in [RESPONSIBLE FUNCTION] and the person in [OWNER].
• Decisions to take first. Decide which channels to offer (Section 5), the internal response times (Section 8), who may review and change decisions (Section 7.4), which remedies each level may offer (Section 7.5) and whether there will be an appeal stage (Section 7.7).
• Fields to complete. Replace the bracketed fields and complete the legal deadlines table in Section 8.2 with the laws of each country where you operate. Keep [OPTIONAL] clauses only if they apply.
• Country variants. This document has no country variants. Legal deadlines and requirements for handling personal data rights, explanations and human review vary by country and industry: use "Related regulatory references" to complete Section 8.2.
• Review. Have legal or an outside advisor review the deadlines, the remedies and how this procedure interacts with data protection and consumer rights.
• Approval and publication. Have it approved by senior management or [AI COMMITTEE], record the approval in "Version history," publish the information in Section 6.1 on your website and in your notices, and train customer-facing staff.

AI Complaints and Redress Procedure

Field	Value
Organization	[LEGAL ENTITY NAME]
Owning function	[RESPONSIBLE FUNCTION]
Procedure owner	[OWNER]
Approved by	[APPROVED BY]
Effective date	[DATE]
Review frequency	[REVIEW FREQUENCY]
Complaint channels	[AI GOVERNANCE EMAIL]; [COMPLETE: web form, phone, offices]
Privacy contact	[PRIVACY EMAIL]

1. Purpose

1.1 [ORGANIZATION NAME] provides an accessible, traceable and fair way for anyone affected by the use of its AI systems to complain, ask for an explanation, request that a person review a decision and obtain the correction or redress that is appropriate.

1.2 This procedure also serves to detect errors, bias and failures in AI systems and to correct them before they affect more people.

2. Scope

2.1 An AI complaint is any expression of dissatisfaction, through any channel, related to:

a) a decision fully or partly based on an AI system that affects the person (for example, rejection of an application, a price, a credit limit, shortlisting in a hiring process, assignment of shifts or tasks, blocking of an account or a piece of content);
b) an AI output that is incorrect, offensive, discriminatory or harmful (for example, a chatbot response);
c) a lack of information about the use of AI or the inability to speak to a person;
d) the use of the person's personal data by an AI system;
e) a request for an explanation or for human review, even if it does not express dissatisfaction.

2.2 It applies to AI systems developed by the organization and to vendor systems the organization uses in its dealings with people.

2.3 Requests for access, correction, deletion, objection or other personal data rights are handled under the data protection rights procedure, coordinated with this one as set out in Section 10.

2.4 Reports of serious misconduct by staff may also be made through the internal whistleblowing channel, if one exists.