Navigating AI in Complaints and Dispute Resolution
A Practical 2.5 Hour Live Workshop for Teams Receiving AI-Generated Correspondence
Live online | Monday June 29th
2.5 hours | 9:30am to 12:00pm
$250 + GST per participant
The Problem
If you work in complaints or dispute resolution, you're probably already seeing it:
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Complaints that arrive longer, more polished, and harder to unpack than they used to be
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Submissions citing cases and regulations that don't exist
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The same content pushed through five different channels at once
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Self-represented parties engaging with complex schemes in ways they couldn't before
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Volume that's outpacing your team's capacity to respond meaningfully
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A growing sense that detecting "is this AI?" isn't the right question, but unsure what is
AI is reshaping how stakeholders engage with your process. Some of it helps. A lot of it creates new challenges your existing frameworks weren't designed for.
The teams getting ahead of this aren't the ones trying to spot AI. They're the ones building strategic responses that protect fairness, manage workload, and keep human connection at the centre of dispute resolution.
You'll leave with the Recognise, Assess, Connect, Support, Limit framework. A five-part approach that helps your team:
✔ Recognise AI use and the reasons behind it, without judgement or shaming
✔ Assess the substance of what's in front of you using a neutral, defensible lens
✔ Connect with stakeholders in ways that prioritise human conversation and find the real issue
✔ Support responsible and useful AI use by stakeholders, including self-represented parties
✔ Limit harmful, vexatious, or resource-intensive misuse with proportionate, defensible responses
Each pillar is mapped against the four organisational dimensions that need to come together for a strategic response: skills, policies, procedures, and communications.
Workshop Details
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Format: Live online workshop, 2.5 hours
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Date: Monday 29th June, 9:30am to 12:00pm
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Investment: $250 + GST per participant
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Includes: Live participation, screening tool, comprehensive notes and handouts after the workshop
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Group bookings: Available. Contact us for in-house delivery options.
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Register before 30 June to use this financial year's training budget.
What You'll Take Away
This session explores fresh insights into navigating Ai in complaints and dispute resolution and strategies and practical tips for choosing the right approach in your workplace.
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A practical five-part framework you can apply from Monday morning
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A screening tool for early resolution and frontline staff to triage AI-influenced contact
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Strategies for responding to fabricated citations, hallucinated facts, and AI-amplified volume without escalating conflict
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Language and conversation techniques to bring genuine human contact back into your process
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A gap analysis approach to identify where your organisation needs to align skills, policies, procedures, and communications
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Comprehensive notes and handouts provided after the workshop for ongoing reference and team briefings
Who this series tailored for?
This workshop is designed for professionals who receive and respond to complaints, submissions, and stakeholder correspondence in dispute resolution settings:
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Complaints handlers and early resolution staff in government agencies, ombudsman schemes, and regulatory bodies
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Dispute resolution teams in energy, water, health, telecommunications, and financial services
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HR and people operations professionals managing internal grievances and complaints
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Conciliators, mediators, and tribunal members working with self-represented parties
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Team leaders, managers, and policy staff responsible for complaint-handling frameworks
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Legal practitioners supporting public sector and regulatory complaint-handling teams
If you're 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.
Who will be presenting?
Meet Shiv Martin
Mediator | Trainer | Speaker | Facilitator
Shiv Martin 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. The craft of complaints work still holds. What teams need is not better detection, but stronger interactions, clearer process and the confidence to handle complexity without being thrown by the format it arrives in.
Register Your Place
For in-house workshops, organisational consulting, or to discuss your team's specific needs, contact Shiv directly.
Need support right now?
If you’re dealing with a live workplace issue and need confidential support, we also offer:
Workplace Mediation and Conciliation
Conflict Coaching for leaders and HR professionals
Training and Workshops tailored to your organisation
Call or Text: 0433904303
How is AI being used by complainants and institutions, what are the risks it creates for fairness and evidence integrity, and the practical steps complaint handling and dispute resolution teams can take now?
For a deeper discussion of the risks, benefits and practical responses, read our article: AI in Complaints and Disputes: The New Reality.
