AI Adoption Policy

1. Purpose

This policy outlines how Comparable adopts and uses Artificial Intelligence (AI) responsibly across its operations, including:

• Customer comparison journeys (Energy, Telco, Health Insurance, Finance)
• AI-assisted customer interactions (chatbots, prompts, call support tools)
• Data analysis, pricing comparisons, and recommendations
• Internal operations, training, and automation

This policy ensures AI is used in a way that is safe and trustworthy, transparent and explainable, compliant with legal and regulatory obligations, and aligned with customer-first principles.

2. Scope

This policy applies to all employees, contractors, and representatives, as well as all AI systems used, developed, or procured by Comparable for both customer-facing and internal tools.

3. Guiding Principles

Comparable adopts AI in line with responsible AI governance practices, including:

• Accountability
• Transparency
• Fairness and non-discrimination
• Privacy and data protection
• Human oversight
• Continuous monitoring and improvement

These principles are aligned with Australian Government AI guidance.

4. Governance and Accountability

A senior leader is responsible for AI governance across Comparable. Each AI system has an assigned owner accountable for its use and outcomes. AI usage is documented and reviewed regularly, and third-party providers are assessed for compliance and risk. Comparable remains fully accountable for all AI-driven outcomes.

5. AI Use Cases at Comparable

5.1 Customer Experience

• AI chat assistants
• Guided comparison flows
• Personalised plan recommendations

5.2 Sales & Call Centre

• Real-time prompts and compliance support
• Call transcription and QA analysis
• Lead prioritisation and scoring

5.3 Data & Comparison Engine

• Bill analysis and estimation
• Plan ranking and optimisation
• Usage prediction and insights

5.4 Internal Operations

• Training content generation
• Reporting and analytics
• Workflow automation

6. Risk Management

Comparable implements structured processes to identify and manage AI risks, including incorrect recommendations, bias in decision-making, over-reliance on AI outputs, and privacy risks. Higher-risk use cases require additional controls and increased human oversight.

7. Transparency and Disclosure

We will clearly inform customers when they are interacting with AI and disclose when AI contributes to recommendations or decisions. AI systems will not be presented as human representatives.

8. Privacy and Data Protection

AI systems must comply with the Privacy Act 1988 (Cth), the APPs, and our Privacy Policy. We ensure secure handling of data and obtain consent for sensitive data usage.

9. Human Oversight

Comparable maintains meaningful human control. AI outputs are reviewed where required, and staff are trained to understand when to override AI outputs. Critical decisions always require human involvement.

10. Testing and Monitoring

All AI systems are tested prior to deployment and monitored for performance, accuracy, and unintended outcomes. Systems are updated or withdrawn if risks are identified.

11. AI Register and Documentation

Comparable maintains an internal AI Register including purpose, risk classification, system owners, and third-party dependencies. All AI-related decisions and incidents are documented.

12. Training and Awareness

All relevant staff receive training on responsible AI use, risks, limitations, and escalation procedures. Specialized training is provided for sales, QA, and engineering teams.

13. Incident Management

We maintain processes to identify, investigate, and take corrective action on AI-related incidents. Customers can raise concerns through existing complaints channels.

14. Third-Party AI Systems

External AI vendors are assessed for security and compliance. Comparable retains accountability for outcomes delivered via these third-party systems.

15. Continuous Improvement

Comparable regularly reviews AI systems and governance practices, monitoring regulatory developments to update this policy as technology evolves.

16. Relationship with Other Policies

This policy should be read in conjunction with our Privacy Policy, Code of Conduct, and Complaints Handling Policy. It does not replace existing legal obligations.

17. Contact

Comparable (Ethical Prospecting Pty Ltd)

• Email: info@comparable.com.au
• Phone: 1300 754 155

18. Version Control