FOI REQUEST — AI-Assisted Complaint Handling, Customer Contact Restrictions and Associated Case Records | LEX 93986 / LEX 95192

Dear Freedom of Information Officer, RE: REQUEST UNDER THE FREEDOM OF INFORMATION ACT 1982 — AI-ASSISTED COMPLAINT HANDLING, ADMINISTRATIVE RESTRICTIONS AND PERSONAL RECORDS I am requesting access to documents under section 15 of the Freedom of Information Act 1982. I am an NDIS participant living without fixed accommodation in Warrnambool, Victoria. I use artificial intelligence as an aid to comprehension, document analysis and written communication. My use of AI is documented in a clinical occupational therapy report prepared by Michael Lewis of Ability Action Australia on 23 June 2026. I seek records held by Services Australia concerning how my communications were received, classified, routed, reviewed and acted upon. This request is prompted partly by Services Australia's published Complaints and feedback privacy notice, which acknowledges that AI-enabled tools may assist with the routing, categorisation and preparation of responses to customer feedback. I do not assume that any AI system was used in my case. I seek the records necessary to establish what occurred. Documents requested 1. Complaint and correspondence processing For the period 1 July to 8 November 2026, please provide existing records showing how my complaints, feedback and associated correspondence were registered, categorised, prioritised, allocated or transferred between officers or business areas. This includes relevant entries, classification fields, routing histories and audit records in the Customer Feedback Tool or other applicable systems. 2. AI and automated processing Please provide records identifying any automated or AI-assisted classification, routing, summarisation, risk flagging or response-generation applied to my correspondence during that period, if such records exist. I seek relevant system-generated classifications, case annotations, audit entries, human review records and corrections. Please distinguish any rules-based automation from machine-learning or generative-AI processing where the records permit. 3. Contact restrictions and alerts Please provide records of the creation, approval, extension and review of any customer contact restriction, behavioural alert or special handling arrangement recorded against my customer profile during that period. I seek the reasons, supporting evidence, applicable policy or operational instructions, authorising officer or position, review records and any documented consideration of disability-related communication adjustments. Please also include relevant records of communications with the NDIA about these arrangements, if held. 4. Rent Assistance and address information Please provide records relevant to the handling of my disputed Rent Assistance cancellation and proposed debt of $2,840.61, insofar as those records relate to correspondence handling, address updates, notices, complaint classification, administrative restrictions or automated processing. In particular, I request available transaction histories, records of attempted address changes, correspondence destination records and relevant contacts with authorised representatives or support providers. 5. Applicable operational instructions Please provide the versions in force during the requested period of operational instructions governing the Customer Feedback Tool, automated complaint categorisation, customer contact restrictions and reasonable adjustments, insofar as they are relevant to the handling of my case. I do not seek source code, model weights, underlying training datasets or unrelated customers' information. Existing FOI references Please cross-reference this application with LEX 93986 and LEX 95192 for continuity. I do not intend this request to withdraw, replace or delay either existing matter. If any documents are already within the scope of an active request, please identify that overlap and advise how it will be handled. Otherwise, please register this as a separate application. Accessibility and response arrangements I request written communication by email due to disability-related communication needs and my current lack of a fixed postal address. If identity verification is necessary, please advise how to complete it securely. Please provide released records electronically, preferably in searchable form, with the reasons for any exemptions or redactions and applicable review rights. If the scope requires consultation or refinement, please contact me in writing before making a practical-refusal decision. The purpose of this request is to establish an accurate record, not to presume the use of any particular technology or misconduct by any officer. Yours sincerely, Thomas Brecelic Also recorded as Ivan Brecevic Warrnambool, Victoria thomasbrecelic@gmail.com Existing matters: LEX 93986 and LEX 95192

Follow the record across both blogs

For the linked investigation and source distinctions, read Our Truth / Their Record — Ten FOI Reconstructions on Truth Sequences. The FOI Warfare archive preserves related correspondence and earlier entries.