AI Customer Transparency Statement

Introduction

At AMP, we’re committed to helping our customers invest in their future, build wealth, and retire with confidence.

As part of this commitment, we may use Artificial Intelligence (AI) to deliver better services and customer experiences. We believe it’s important to be transparent about how and where we use AI, and how it may impact your interactions with us.

This statement explains our approach to AI and how we make sure it’s used responsibly and ethically.

AI Customer transparency guiding principles

To help us, we’ve developed a Responsible AI (RAI) framework. Built on research into global best practices and drawn from the Australian AI Ethics Principles, the framework sets out key principles and standards that guide our AI development and use at AMP.

The framework applies organisation-wide; we use mandated training and executive endorsement to equip all teams to understand their responsibilities and our commitment to responsible AI use.

This approach helps us ensure that our AI solutions support positive outcomes for our customers.

Our RAI framework follows these key principles:

1. Fairness: Make sure AI systems are designed and operated to treat all individuals fairly, avoiding bias or discrimination.

2. Accountability: Maintain clear responsibility for AI outcomes, appropriate human involvementand design our systems to be auditable, with the goal of providing meaningful explanations for AI-driven decisions and their outcomes.

3. Transparency: Provide clear and relevant information about our AI usage and related decisions to customers and employees.

4. Privacy and security: Protect customer data and work to ensure all AI systems are developed and operated in accordance with privacy laws and AMP's data protection standards.

5. Reliability and safety: Regularly monitor and test our AI system use to help ensure they continue to perform in a robust, reliable and safe manner.

6. Human-centred design: Use AI to benefit and support people, ensuring customers and employees have access to human support appropriate to their needs and can request human review of significant AI-driven decisions.

How our RAI framework is integrated into our AI solutions

Our RAI framework guides each AI solution we implement. All new AI initiatives undergo a rigorous approval process, including risk assessments and monitoring to help ensure alignment with our RAI principles, compliance and ethical performance. To help us do this we have an internal governing body that reviews AI initiatives at AMP.

We also continuously work with our suppliers to review and ensure that their use of AI aligns with our committed RAI principles. This ensures that our use of AI is transparent and aligned with our values, so our customers can feel confident in our products and services.

How we use AI at AMP

Our AI use is designed to make your interactions with us easier, faster, and more personalised. Below are some of the ways we’re currently using AI to improve your experience with us.

Contact centre

In our contact centres, we use AI to support our teams to deliver efficient and personalised service. AI helps our employees quickly access information so they can focus on helping you when it matters most. Calls are also transcribed, summarised and checked for quality.
North

We use AI within our North platform to support advisers by summarising client meetings efficiently and accurately. It’s important these records are reliable for compliance purposes and regulation. By automating the creation of meeting notes, with adviser oversight, it allows advisers to spend more time focusing on your needs. Designed with privacy safeguards in place, you can read more about the solution here.
AMP Bank GO

Our AMP Bank GO app uses AI to help you create customised images for your saving Spaces. The use of AI here adds a touch of personalisation to your experience when banking with us. To know how AMP Bank uses your information, please see our Consumer Data Right Policy.
Citro

In our Citro contact centres, we use AI for sentiment analysis on both outbound and inbound customer calls. The insights from these models directly inform product enhancements and customer experience improvements.

Data, privacy and security

Protecting our customers’ privacy and securing their information is important to every AI solution we deliver at AMP. We strive to ensure that all data used to develop and operate AI systems is handled in strict accordance with the AMP Privacy Policy and Australian privacy laws.

We have strong security controls in place to protect your information from unauthorised access, misuse, or disclosure and maintain this through strict testing and monitoring. We conduct regular audits, monitoring, and testing to maintain the highest standards of data protection in our AI processes.

Our commitment is to use AI in ways that are safe, secure, and respectful of our customer’s privacy.

Contact and further information

Our aim is to help customers feel empowered and supported. You have the right to know when AI is being used and how human supervision is built-in as part of the decision-making process.

You can always request further information from us, and we welcome any feedback you may have about our AI use. Please scroll down for more information on how to get in touch.

FAQs

AMP uses AI to help deliver better customer experiences, improve the efficiency of our services, and support our employees in providing high-quality customer experiences. AI may be used for tasks such as answering customer queries and processing information more quickly. When using AI, it will always be with a focus on privacy and security.

AMP does not sell your personal information to third parties. Your data may be shared with trusted partners, but only when necessary to deliver services to you, and always in line with our Privacy Policy and with your consent, or as required by law.

AMP is committed to fairness and transparency in all our AI systems. We have developed a Responsible AI framework, guided by global best practices. Fairness is a key principle of this framework, and we strive to design and operate our AI systems to treat all individuals fairly and to avoid bias or discrimination. You can read more about our Responsible AI framework in our full AI transparency statement.

While AMP may use AI to help analyse data and assist frontline staff, AMP does not use AI to make decisions about your finances. AI is used as a tool to support, not replace, human judgement in managing your finance, and important financial decisions that affect you are always monitored and reviewed by qualified AMP professionals.

Protecting our customers’ privacy and securing their information is important to everything we do at AMP. We strictly abide by our Privacy Policy and please see the full statement for more information on how we handle your personal information.

AMP is committed to transparency in how we use AI. We will inform our customers about significant changes through our website, updates to our privacy statements, and direct communications when needed, so you always know how your information is handled. If you would like more information about our use of AI or any updates, you can always contact us using the contact information listed below.

AMP’s AI systems are designed and managed to comply with all relevant Australian laws and regulations. While there is currently no comprehensive, standalone AI-specific regulation in Australia, AMP adheres to existing laws related to privacy, data protection, discrimination, and consumer protection. We regularly review our practices and monitor regulatory developments to ensure we meet all legal requirements and uphold the highest standards for responsible AI use.

We want our customers to feel comfortable with how we use AI. If you have any concerns or questions about how AMP uses AI, you can reach out to our customer service teams through our website, by phone, or by email. Our teams are available to provide information and address any specific queries you may have regarding our AI practices. Please refer to the relevant contact information below.

Download a copy of the statement

Read here

Contact information

Super

If you’re a Super member, contact us on the details below

Email
ampsuper@amp.com.au

Phone
131 267
^{8:30am to 7pm, Sydney time,

Monday to Friday}

Web
amp.com.au/ampsuper

Mail

AMP Super
PO Box 6346
WETHERILL PARK NSW 1851
Dharug Country
Bank

If you’re a Bank customer, contact us on the details below

AMP Bank GO
AMP Bank GO app

Phone
1800 950 105 | +61 251 351 930
(International)

AMP Bank

BankAssist
24 hours, 7 days for automated services
13 30 30
8am to 8pm Monday to Friday
9am to 5pm Saturday and Sunday (Sydney time)

Email
info@ampbanking.com.au

Mail

AMP Bank
Reply Paid 79702
PARRAMATTA NSW 2124
North

If you’re a North customer, contact us on the details below

Phone
1800 667 841

Email
north@amp.com.au

Mail

North Service Centre
GPO Box 2915
MELBOURNE VIC 3001

Important information

Products in the AMP Super Fund and the Wealth Personal Superannuation and Pension Fund are issued by N.M. Superannuation Proprietary Limited (N.M. Super) ABN 31 008 428 322 (trustee), which is part of the AMP group (AMP).

All banking products are issued by AMP Bank Limited ABN 15 081 596 009, AFSL and Australian credit licence 234517.

Any advice and information provided is general in nature, hasn’t taken your circumstances into account, and is provided by AWM Services Pty Ltd ABN 15 139 353 496 (AWM Services), which is part of AMP.

Before deciding what’s right for you, it’s important to consider your particular circumstances and read the relevant Product Disclosure Statement, Target Market Determination or Terms and Conditions available from AMP at amp.com.au.

Read our Financial Services Guide available at amp.com.au/fsg for information about our services, including the fees and other benefits that AMP companies and their representatives may receive in relation to products and services provided to you.

All information on this website is subject to change without notice.

AMP Bank is a member of the Australian Banking Association (ABA) and is committed to the standards in the Banking Code of Practice.

North and MyNorth are registered trademarks of NMMT Limited ABN 42 058 835 573.