Description
Mechanisms for users and affected parties to provide feedback, report concerns, and file complaints about AI system behavior or impacts.
Implementation Guidance
Feedback Channels
Provide accessible feedback mechanisms: in-application feedback buttons (thumbs up/down, free text), customer service channels trained on AI complaint handling, anonymous reporting for sensitive concerns, and formal complaint submission for regulatory-impacting AI decisions.
Triage and Response
Establish a feedback triage process: categorize feedback (bug report, bias concern, feature request, complaint), route to appropriate teams, define response SLAs by severity (safety issues within 24 hours, complaints within 5 business days), and track resolution.
Feedback Loop to Improvement
Systematically analyze feedback patterns: aggregate feedback to identify systemic issues, feed validated concerns into model improvement cycles, report feedback trends to governance teams, and communicate actions taken back to reporters.
Evidence Requirements
- Feedback mechanism documentation and access points
- Feedback triage process and SLA definitions
- Feedback logs with categorization and resolution
- Trend analysis reports and improvement actions