Session 3 - Harnessing AI and managing AI generated complaints

Hear from leaders on the real impact of AI in their agencies. This session brings together case studies to explore how complaints agencies are harnessing AI to improve their processes and managing AI generated complaints. We are excited to welcome complaint agency heads Elizabeth Tydd, Australian Information Commissioner and Paul Miller, New South Wales Ombudsman, alongside insights from the Office of the Commonwealth Ombudsman, to explore this topic. About the Panel Elizabeth Tydd, Australian Information Commissioner Elizabeth Tydd took up the position of Australian Information Commissioner in August 2024 for a 5-year term. Elizabeth is an experienced agency head and has occupied a number of statutory decision-making roles, including Information Commissioner and CEO of the NSW Information and Privacy Commission, Australian Freedom of Information Commissioner, Deputy President of the Workers Compensation Commission and Deputy Chairperson of the former Consumer, Trader and Tenancy Tribunal. Elizabeth has extensive regulatory and governance experience at an executive and board level in a range of jurisdictions and industries, including commercial, not-for-profit and public sector oversight. She holds a Bachelor of Laws and Master of Laws from the University of Technology Sydney, as well as postgraduate certificates in executive management and governance together with post graduate qualifications in leadership and policy from Harvard University. Elizabeth possesses expertise in digital government and has written extensively on this subject. Paul Miller PSM, NSW Ombudsman Paul was appointed NSW Ombudsman in May 2021 for a 7 year term. Paul joined the Ombudsman’s Office in April 2019 as Deputy Ombudsman, and Community and Disability Services Commissioner. He previously served as Deputy Secretary (Justice Policy and Strategy) with the NSW Department of Justice and as Deputy Secretary (General Counsel and Cabinet Secretariat) with the NSW Department of Premier & Cabinet. This session will be held from 12:00pm - 1:30pm AEDT via Zoom. Please ensure the device you are using to access the session is compatible with Zoom. Tickets are for individual use only and must be purchased for each person attending the Complaint Handling Forum.