Centrelink callers may face AI agents

Australians calling Centrelink may soon encounter artificial intelligence agents, according to a union warning during a parliamentary inquiry. The Community and Public Sector Union (CPSU) raised concerns about the potential use of AI to oversee public servants in call centres.

CPSU representatives stated that two government agencies, Services Australia and the Department of Veterans' Affairs, have already integrated AI into their call systems. They warned that without stricter rules, sensitive citizen data could be at risk.

The Australian Taxation Office is also using AI to prioritize taxpayer investigations and track fraud, despite lacking safeguards against known AI biases related to gender, age, and race.

CPSU national secretary Rebecca Fawcett said the union's calls for a ban on AI workplace surveillance and a pause on complex automated decisions were rejected by the Australian Public Service Commission during wage negotiations. The APSC has not explained its rationale for the decision.

The Digital Transformation Authority (DTA) confirmed it had provided advice to government negotiators but gave no further details on the rejection of the CPSU's AI claims. DTA chief executive Chris Fecher noted that significant role replacements in the public service had not yet occurred.

Ms Fawcett highlighted that AI risk assessments required by workplace safety laws are not being carried out, leading to a lack of data and studies on its impact. She urged the government to increase funding for the federal AI Safety Institute and empower it as a regulator to ensure compliance with AI rules.