Feedback & Redress Protocol

AI That Works · AI6 Guidance

AI6-T02.2

Process Document — Pillar 02

Document No.	AI6-T02.2	Version	[1.0]
Document Owner	[Name / Role]	Date	[DD/MM/YYYY]
Review Date	[DD/MM/YYYY]	Status	[ Draft / In Review / Approved ]
Organisation	[Organisation Name]

This document defines the formal mechanism by which stakeholders can raise concerns about, or contest, decisions made using or influenced by AI systems. Publish the process to all affected stakeholders before any AI system is deployed.

1. Purpose

This protocol ensures that any stakeholder affected by an AI-assisted decision has a documented, accessible, and timely pathway to raise concerns, seek explanation, or formally contest the outcome. It applies to all AI systems listed in the Enterprise AI Register (AI6-T04.1).

2. Who Can Contest an AI Decision

Any individual who has been subject to a decision that was made using, or materially influenced by, an AI system operated by [Organisation Name]. This includes employees, contractors, subcontractors, clients, and members of the public.

3. How to Raise a Concern

Primary contact

[Name, role, email, phone — the designated person who receives contestation requests]

Submission method

[ Email | Online form | In writing to: address ] — include: your name, the decision you are contesting, the date, and the outcome you are seeking.

4. Review Process & Timeframes

Step	Action	Responsible	Timeframe
1	Acknowledgement of receipt	[Role]	Within 2 business days
2	Initial review — human reviewer examines the AI output and context	[Role]	Within 5 business days
3	Decision and written response to the complainant	[Role]	Within 10 business days
4	Escalation to Executive Accountable Official if unresolved	[Role]	Within 5 business days of escalation request

5. Record-Keeping

All contestation events must be logged in the Systemic Issue Review Log (AI6-T02.3). Logs are reviewed quarterly to identify patterns or systemic failures. Aggregate data is reported to the Executive Accountable Official annually.