Responsible AI

AI that shows its work.

Provider Shield uses AI to help NDIS teams review documentation. It suggests; your team reviews and decides. This page sets out what the AI may and may not do, and how you can inspect and challenge what it produces.

See also the Trust Center.

What the AI is allowed to do

Provider Shield AI is allowed to

  • Allowed: Improve the wording of notes using only the facts supplied by your team
  • Allowed: Extract information that is explicitly written in a document, such as agreement dates and goals
  • Allowed: Compare records to point out potential inconsistencies
  • Allowed: Suggest areas that need human review
  • Allowed: Help compare the meaning of participant goals with documentation
  • Allowed: Summarise evidence that is already present in the records you provided

Provider Shield AI is not allowed to

  • Not allowed: Invent activities, outcomes, incidents, participant goals, behaviours or observations
  • Not allowed: Make eligibility decisions
  • Not allowed: Approve or reject NDIS claims
  • Not allowed: Give legal advice
  • Not allowed: Guarantee compliance or an audit result
  • Not allowed: Quietly switch to another AI provider if the Australian service is unavailable

If something is missing, Provider Shield says so. A draft shows a clear prompt such as “[Add observed outcome]” where a fact was not provided, explains what is missing, and will not let that placeholder be saved as if it were a real note.

Rule-based and AI-assisted findings

Provider Shield labels which is which.

Deterministic check

Based on defined system logic: the same records always give the same result. It does not mean a legal conclusion.

  • Overlapping service records
  • A service date outside the agreement period
  • A duplicate service record
  • Weekly service hours compared with confirmed agreement hours

AI-assisted review

Used where language or meaning needs interpreting. These findings are labelled, show a confidence level where relevant, and always remain open to your review.

  • Comparing the meaning of a participant goal with what documentation describes
  • Reading explicitly stated fields out of a Service Agreement

Human review stays in control

Findings

  • Reviewed
  • Resolved
  • Not applicable

Extracted agreement fields

  • Confirmed
  • Corrected
  • Marked not present
  • Marked incorrect

Reviewing a finding does not change the original note, document or service record. Corrections you make are stored separately from what the AI read, so the original reading stays visible.

No silent offshore fallback

If the approved Australian Azure AI service is unavailable, Provider Shield does not silently send sensitive documentation to an alternate external AI provider. The analysis fails safely instead, with a clear message.

Australia’s AI Ethics Principles

Provider Shield’s Responsible AI controls are designed with reference to Australia’s AI Ethics Principles. This is a description of our controls, not a certification or an endorsement by any government body.

  • Human, social and environmental wellbeing

    Provider Shield helps teams review documentation. It does not make participant eligibility or funding decisions.

  • Human-centred values

    People can confirm, correct, or reject what the AI read, and decide what to do about every finding.

  • Fairness

    There is no automated decision about a participant’s eligibility, funding or access to supports.

  • Privacy protection and security

    Sensitive processing uses Australian-region infrastructure, AI payloads are limited to what each task needs where practical, and records are scoped to your account.

  • Reliability and safety

    Many checks are rule-based. AI-assisted findings are labelled with confidence, and the AI path fails safely with no offshore fallback.

  • Transparency and explainability

    Findings show their source evidence, why they were raised, and whether they are rule-based or AI-assisted.

  • Contestability

    Findings can be marked Reviewed, Resolved or Not applicable, and extracted fields can be corrected or marked incorrect.

  • Accountability

    Decisions on findings and corrections are recorded against the account, so people stay responsible for the outcome.

What Provider Shield does not do

Provider Shield supports your team’s review. It does not:

  • Determine NDIS eligibility
  • Submit or approve claims
  • Replace professional judgement
  • Provide legal advice
  • Guarantee an audit result
  • Treat AI output as unquestionable truth
  • Fix source records automatically

Questions

For security, privacy or AI questions, contact us through the contact page. Please do not send participant information in a message.