Generative Artificial Intelligence (Gen AI)

We are incorporating Generative Artificial Intelligence (Gen AI) in specific areas. We're aiming to boost efficiency and productivity with the goal of improving client services and experiences, such as reducing our call waiting times.

To ensure the safe and effective use of Gen AI, we have developed a Corporate Policy outlining core principles, responsibilities and compliance measures.

We have provided Gen AI Guidelines to our staff and formed an AI working group to oversee improvement ideas and provide guidance on any potential impacts or ethical implications.

In addition to our established security and privacy controls, we have an AI risk management controls framework that is regularly tested for effectiveness. We are committed to safely and sustainably improving our Gen AI capabilities. 

Some of our key principles:

1. We always have human oversight throughout the use of Generative AI Models or Services

   
   Human oversight must be in place throughout and at the conclusion of the use of any Generative AI Model or Service to monitor outputs and intervene if necessary to ensure the output is accurate and the technology is being used ethically and responsibly.

2. We will make data security and privacy paramount in the design and use of Generative AI Models and Services

   
   All Generative AI Models and Services must be designed, developed, and used with privacy and security in mind. Appropriate security controls and measures must be implemented to protect against cyber threats and any unauthorised access to or sharing of information.
   
   All new instances of AI technology, as well as any new feature or use cases for existing AI systems, must follow standard approvals and governance processes. This includes obtaining the necessary clearances through the Certification and Accreditation process and securing approval from the Change Advisory Board or Solution Alignment Board before any deployment can proceed.

3. We will actively protect Mātauranga Māori, tikanga, and taonga(Māori Protected Materials)

   
   Māori Protected Materials must not be entered into Generative AI Models and Services where doing so could threaten the integrity of the materials, Māori control over the materials, or the cultural, economic, or other potential to Māori of the materials.

4. We will apply an ethical lens to all Generative AI Models and Services use

   
   All large scale (or structured) uses of Generative AI Models and Services at ACC must be reviewed by the ACC Ethics Panel via the Privacy and Ethics Risk Assessment process prior to implementation or use.

Contact us

If you have any questions or want to know more, contact our team:

Email InformationManagement@acc.co.nz