In-House Workshops & Public Sessions
Navigating AI in Complaints and Dispute Resolution
A practical workshop on responding to AI-influenced complaints, delivered in-house to your team or available as a scheduled public workshop. Built on the Recognise, Assess, Connect, Support, Limit framework.
Trusted by: Ombudsman offices · Regulatory bodies · Dispute resolution teams · Government agencies
15+
Years of dispute resolution practice
2.5–4hrs
Tailored in-house workshop
5
Pillar RACSL framework
The Problem
If you work in complaints, you're already seeing it
AI is reshaping how stakeholders engage with your process. Some of it helps. A lot of it creates new challenges your existing frameworks were not designed for.
• Complaints that arrive longer, more polished, and harder to unpack than they used to be.
• Submissions citing cases and regulations that do not exist.
• The same content pushed through five different channels at once.
• Self-represented parties engaging with complex schemes in ways they could not before.
• Volume that is outpacing your team's capacity to respond meaningfully.
• A growing sense that "is this AI?" is not the right question, but uncertainty about what the right question actually is.
The teams getting ahead of this are not the ones trying to spot AI. They are the ones building strategic responses that protect fairness, manage workload, and keep human connection at the centre of dispute resolution.
The Framework
Recognise, Assess, Connect, Support, Limit
A five-part approach that helps your team respond strategically to AI-influenced complaints, without losing sight of the people behind them.
Pillar 01
Recognise
The signals that AI has been used in a complaint or submission, without making detection the goal. The framework trains your team to identify patterns that affect how you assess and respond, not to gatekeep or penalise AI use.
Pillar 02
Assess
Substance over surface. The framework gives your team a structured approach to evaluating what is actually being raised, regardless of how it was produced. Hallucinated citations, AI-amplified volume and polished language are all addressed here.
Pillar 03
Connect
With stakeholders in ways that prioritise human conversation and find the real issue. A phone call where possible. A clarifying question at the right moment. The interactions AI cannot do for you.
Pillar 04
Support
Responsible and useful AI use by stakeholders, including self-represented parties. AI can level access for people who would otherwise struggle to articulate their complaint. The framework treats that as a strength to support rather than a problem to police.
Pillar 05
Limit
Harmful, vexatious or resource-intensive misuse with proportionate, defensible responses. The unreasonable complainant conduct frameworks already in place still apply. The framework shows your team how to use them well when AI has scaled the conduct.
Each pillar is mapped against the four organisational dimensions your team needs to bring together for a strategic response: skills, policies, procedures and communications.
Delivery Formats
Two ways to bring the framework to your team
Most teams start with an in-house workshop because the framework benefits from tailoring to your sector, statutory framework and live complaint patterns. A public workshop is available when you want to send one or two team members to assess fit before committing to a broader engagement.
In-house workshop
Delivered to your team, in person or online, tailored to your sector, statutory framework and the live complaint patterns your team is seeing. The framework, examples and screening tool are adapted to your operating context during a discovery call.
2.5 to 4 hours · In person or online · Tailored content · Screening tool included
Final quote depends on team size, depth and customisation.
Public workshop
Scheduled open-enrolment sessions for individuals or small groups. Useful when you want to send team members before committing to a broader engagement, or when budget is set per participant.
Online via Zoom · Open enrolment · Per-participant pricing
Dates listed on the workshop page, the events page and via the mailing list.
What Your Team Takes Away
Practical tools your team can apply from Monday morning
✓ A practical five-part framework you can apply from Monday morning.
✓ A screening tool for early resolution and frontline staff to triage AI-influenced contact.
✓ Strategies for responding to fabricated citations, hallucinated facts and AI-amplified volume without escalating conflict.
✓ Language and conversation techniques to bring genuine human contact back into your process.
✓ A gap analysis approach to identify where your organisation needs to align skills, policies, procedures and communications.
✓ Comprehensive notes, handouts and the screening tool after the workshop for ongoing reference.
Who This Is For
Built for teams receiving AI-influenced correspondence
If you are seeing AI-generated correspondence in your work and want a strategic response that protects fairness, procedural integrity and human connection, this workshop is for you.
Complaints handlers and early resolution staff at Ombudsman offices, tribunals and regulatory bodies.
Dispute resolution teams in energy, water, health, telecommunications and financial services.
HR and people operations professionals managing internal grievances and complaints.
Conciliators, mediators and tribunal members working with self-represented parties.
Team leaders, managers and policy staff responsible for complaint-handling frameworks.
Legal practitioners supporting public sector and regulatory complaint-handling teams.
Your Presenter
Meet Shiv Martin
Mediator · Trainer · Lawyer · Dispute Resolution Consultant
Shiv is a Brisbane-based lawyer, nationally accredited mediator and dispute resolution consultant with over fifteen years of experience supporting government agencies, ombudsman schemes and regulatory bodies across Australia.
Since October 2024, Shiv has been working directly with public sector complaints teams on how to respond to AI-influenced correspondence. A clear pattern emerged in those conversations: teams were being trained to detect AI, but not supported to do the harder work of engaging with the person behind the submission. That observation shaped this workshop.
What sits behind the framework is a rare combination: deep dispute resolution practice, a legal and procedural fairness lens, current postgraduate study in environmental psychology, and direct experience using AI tools in a small business. Shiv is not an AI sceptic and not an AI evangelist. She is a practitioner who has been thinking carefully about what protects fairness, accessibility and human connection when the material we are working with starts to look different.
What Past Participants Say
Trusted by complaints teams across Australia
★★★★★
Shiv's workshop was great, with lots of practical and useful information. Shiv is very informative and knowledgeable. Thank you.
Rob Human Resources Manager Oceania, Allnex
★★★★★
Shiv Martin is an exceptional dispute resolution expert with deep expertise across mediation, conciliation, coaching, legal advisory and workshop facilitation. Her engaging teaching style consistently elevates professional skills.
Bruno Mediator, Altius Group
★★★★★
I walked away with valuable techniques that I have already begun passing on to my team to help them navigate challenging customer interactions more effectively. Shiv took the time to understand our specific business context.
Emma Manager Customer Resolution and Advisory
Frequently Asked Questions
The questions training leads ask first
Is this an AI training course?
No. This is a dispute resolution workshop about responding strategically to AI-influenced correspondence and stakeholder engagement. It is not about teaching your team to use AI, and it is not a general AI literacy course.
Will we learn how to detect AI-generated content?
Detection is not the goal. The workshop takes a deliberately neutral approach to AI use. The focus is on assessing substance, maintaining procedural fairness, and responding strategically regardless of how correspondence was produced.
How is the in-house workshop tailored to our team?
Every in-house workshop starts with a short discovery call to understand your team's sector, statutory framework, the complaint patterns you are currently seeing, and what success looks like for your team. The workshop content, examples and screening tool are then adapted to that context. The five-part framework remains the spine, but the application is yours.
Is this suitable for staff who are not tech-savvy?
Yes. The workshop is designed for dispute resolution practitioners, not technologists. It speaks the language of complaints, mediation and regulatory practice.
Can we book this for a large team?
Yes. In-house delivery is the primary offering and scales to teams of any size. Pricing depends on team size, depth and customisation, and the workshop format can be adjusted (concurrent sessions, multi-day delivery, train-the-trainer extensions) for larger teams.
Will participants receive materials after the workshop?
Yes. All participants receive comprehensive notes, handouts and the screening tool after the session for ongoing reference and team briefings.
Further Reading
Insights on AI in complaints and dispute resolution
Ready to talk?
Bring the framework to your team
Start with a confidential discovery call. We will walk through your team's current complaint patterns, the sector and statutory context you operate in, and how a tailored workshop would be designed for your specific needs.
Or call 0433 904 303 · Email contact@shivmartin.com