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Bringing generative AI to the NDIS complaints process: phase 2

Start year: 2024

Summary: UTS has previously worked with nTrustus to deliver a proof-of-concept generative AI tool that supports NDIS providers by presenting context-specific advice during the development and drafting of complaint responses. Core to this tool is the automated assessment of complaint response drafts based on the Four A’s framework proposed by the NDIS Quality and Safeguards Commission. Initial feedback suggests that this approach to dynamic support could deliver real value to providers, from both educational and efficiency perspectives. For Phase 2, we look to deliver similar benefit to NDIS participants through the development of a proof-of-concept support tool focused on the complaint drafting phase. UTS will deliver a basic proof-of-concept web app that illustrates the following uses of large language models: • Provision of content-specific advice for improving the quality of an NDIS participant/user complaint based on best practice guides; • Identification of reportable complaints that should be redirected to the NDIS Quality and Safeguards Commission. • Automatic classification of complaints into one of a set of pre-defined complaint classes (as provided by nTrustus). UTS will provide source code and the software to nTrustus to enable future demonstrations and/or extension, and will record software demonstration videos, suitable for underlining the value proposition of Large Language Models (LLMs) in compliance contexts.