Artificial Intelligence (AI) Policy

Policy Development and Use of Artificial Intelligence

This policy was developed with the assistance of artificial intelligence tools to support drafting, structuring, and alignment with recognised best-practice frameworks.

All content has been reviewed, validated, and approved by Made to Help subject matter experts and Executive leadership. Responsibility for the content, interpretation, and application of this policy rests solely with Made to Help.

1. Purpose

This Artificial Intelligence (AI) Policy establishes the principles, behaviours, and expectations for the ethical, responsible, secure, and effective use of artificial intelligence across the Made to Help business.

AI presents significant opportunities to enhance education, training, operational efficiency, member experience, and decision-making. At the same time, AI introduces new and heightened risks relating to ethics, privacy, security, bias, accountability, and trust. This policy provides a clear and consistent foundation for balancing innovation with responsibility. For the purposes of this policy, AI includes Automation and automation tools.

This policy is intended to function as Made to Help's foundational AI operating rulebook. It sets out what staff can and cannot do with AI, the standards they must follow, and the safeguards required. It is deliberately written to be practical, accessible, and easy to apply in day-to-day work.

Specifically, this policy aims to:

• Protect the rights, safety, and interests of Made to Help members, registrars, staff, and the broader community.
• Enable responsible, value-adding use of AI to support Made to Help's strategic objectives and service delivery.
• Reduce ambiguity and risk by clearly defining acceptable, restricted, and prohibited AI use.
• Promote transparency, accountability, and contestability in AI-assisted decisions.
• Establish a consistent, risk-based approach to identifying, assessing, managing, and monitoring AI risks.
• Build organisational confidence, capability, and trust in AI.

2. Scope

This policy applies across the entire Made to Help enterprise and covers:

• All Made to Help employees, contractors, volunteers, and Board or Committee members.
• All AI systems, tools, models, and services that are developed, procured, configured, embedded, trialed, or used by or on behalf of Made to Help.

For this policy, an AI system is any technology that uses data to make inferences or generate outputs—such as predictions, recommendations, content, classifications, or decisions—with a degree of autonomy.

This includes, but is not limited to:

• Generative AI tools that create text, images, audio, video, or code.
• Machine learning and predictive analytics systems.
• Decision-support tools and automated decision-making systems.
• Conversational agents, virtual assistants, and chatbots.
• Traditional rule-based automations or workflow tools that do not learn or infer.
• Applies wherever sensitive, personal, private, or company IP is used within an AI tool.

This policy does not apply to:

• Standard spreadsheet calculations or formulae.
• Business intelligence dashboards that present descriptive analytics only.

Where there is uncertainty about whether a tool or system falls within scope, staff and contractors must seek guidance from the AI Policy Owner before use.

3. Policy Statements

The following policy statements define Made to Help's expectations for the responsible design, adoption, and use of AI. These principles must guide all decisions relating to AI and be applied in conjunction with Made to Help's broader risk management, privacy, security, and technology governance frameworks.

3.1 Ethical and Human-Centred Use

AI systems must be used in an ethical, lawful, and human-centred manner. AI must support and augment human decision-making, not replace it where professional judgement, empathy, or accountability are required.

AI must not be used in ways that deceive, manipulate, misrepresent authorship, or undermine trust. Where AI contributes to content, analysis, or recommendations, this contribution must be understood and appropriately disclosed.

All AI use must align with Australia's AI Ethics Principles and Made to Help's values.

3.2 Clear Accountability

Each AI system must have an identified AI System Owner who is accountable for the system across its full lifecycle, including design, procurement, configuration, deployment, operation, annual governance review, ongoing periodic monitoring, and decommissioning.

Accountability must be established before any AI system is developed, trialed, or used. Where AI is supplied or supported by third parties, roles, responsibilities, and liabilities must be clearly defined and documented across the supply chain.

3.3 Risk-Based Governance and Impact Assessment

All AI use cases must be assessed using a risk-based approach proportionate to their potential impact on individuals, the organisation, and the community.

AI systems must undergo screening, risk assessment, and approval in accordance with the Made to Help AI Governance before use. AI must not be deployed where risks exceed Made to Help's risk appetite or where appropriate mitigations cannot be implemented.

Additional scrutiny is required for AI systems that:

• Influence decisions affecting individuals or groups.
• Use personal, sensitive, or health information.
• Impact vulnerable or marginalised populations.

3.4 Quality, Reliability, and Security

AI systems must be fit for purpose, reliable, and secure throughout their lifecycle. Appropriate controls must be implemented based on the level of risk, including technical, procedural, and organisational safeguards.

3.5 Fairness, Inclusion, and Accessibility

AI systems must be designed and used in ways that promote fairness, inclusion, and accessibility. Reasonable steps must be taken to identify and mitigate bias in data, models, and outputs. AI must not result in unlawful or unfair discrimination and must support Made to Help's commitment to diversity, inclusion, and accessibility.

3.6 Transparency and Contestability

Made to Help is committed to transparency in its use of AI. Where AI materially influences decisions, outcomes, or interactions, Made to Help will provide appropriate notice and information proportionate to the level of risk and impact.

3.7 Human Oversight and Control

Human oversight must be maintained over all AI systems. The level of oversight must increase with the AI system's potential impact and risk. Humans must be able to intervene, override, pause, or deactivate AI systems where necessary. Where AI supports critical services, manual fallback processes must be maintained.

Note: This policy section is a summarised version. Please use the admin editor to add the remaining sub-sections (3.8 onwards) and the full original text as needed.