UNSW’s Kaldor Centre launches Hear Me Out, Australia’s first AI-powered complaint platform. This free tool is making justice more accessible by guiding users through the complex complaints system with tailored legal support.
Navigating the legal complaints system can be overwhelming, with nearly 300 official complaint bodies across Australia, each with its own processes, eligibility criteria and requirements. Many people give up before their complaint reaches the right authority, simply because the system is too complex. But now, an innovative AI-powered platform is cutting through the confusion, making justice more accessible to all.
Hear Me Out, the first AI-powered complaint platform in Australia – and one of the world’s first generative AI legal self-help tools – was officially launched on 21 March by NSW Attorney General Michael Daley. Developed by UNSW Law & Justice’s Kaldor Centre in collaboration with the National Justice Project, the free online tool guides users through the complaint process by providing tailored recommendations on where and how to lodge their concerns.
‘In my electorate office, one of my staff members works almost exclusively on helping people navigate complaint systems,’ Attorney-General Daley said. ‘This platform is an important tool to ensure people’s voices are heard. It’s a simple idea that will make people’s lives better.’
Kaldor Centre Director Daniel Ghezelbash played a key role in shaping the project and driving its development. He highlighted the urgent need for accessible legal pathways:
‘Justice shouldn’t depend on how well you can navigate a confusing complaints system. Hear Me Out removes those barriers, empowering people to have their voices heard and their concerns addressed. This is about using AI to serve the public good and drive meaningful change.’
By visiting HearMeOut.org.au, users can enter details about their experience and instantly receive guidance on the best path forward. ‘The tool quickly and easily identifies whether the person has a viable complaint, suggests which complaint bodies would best meet their specific requirements, and provides easy to understand resources to help users prepare and lodge their complaint,’ Ghezelbash explained.
The platform currently focuses on NSW and Federal complaint bodies, providing access to more than 75 legal resources, factsheets and procedural guides. Plans are already underway to expand the service nationwide, with Victoria set to be the next state added.
In its six-month NSW pilot phase, Hear Me Out has already assisted more than 400 complaints. The majority relate to police, legal, human rights and discrimination issues – key areas of reform that the National Justice Project addresses. Many users have also sought guidance on public sector complaints, with the NSW Ombudsman’s Office playing a key role in ensuring complainants are directed to the right place. Consumer rights and business disputes make up another significant portion of cases, with the platform streamlining access to the appropriate regulatory bodies.
Adjunct Professor George Newhouse, CEO of the National Justice Project, emphasised the significance of this innovation: ‘Too often, complaints never reach the right body because the system is just too difficult to navigate. Hear Me Out removes those barriers, empowering people to take action while also exposing systemic problems that demand reform.’
The development of Hear Me Out was made possible through a collaboration between legal experts, technologists and human rights advocates. The NSW Government’s Access to Justice Innovation Fund provided key support, alongside contributions from Portable Australia, Macquarie University, K&L Gates, Microsoft, and Josef.
Professor Ghezelbash called the project an excellent example of the power of cross-sector collaboration to increase access to justice.
Professor Andrew Lynch, the Dean of UNSW Law & Justice, highlighted the importance of breaking down financial barriers to justice: ‘Hear Me Out enables people to pursue their rights without costly legal fees. It simplifies the complaints process so that fairer outcomes can be achieved.’
With its ability to connect people with the right legal resources quickly and efficiently, Hear Me Out represents a groundbreaking shift in how legal complaints are handled in Australia. By leveraging AI and collaborative expertise, this initiative is empowering individuals and driving systemic change, one complaint at a time.
Visit HearMeOut.org.au, opens in a new window to learn more and access the tool today.
For more information, visit the Kaldor Centre for International Refugee Law.