Hear Me Out, the first AI-powered complaint platform in Australia – and one of the world’s first direct-to-consumer, generative AI-powered, legal self-help tools – was officially launched today by the Honourable Michael Daley, Attorney General of NSW.
The free online tool at HearMeOut.org.au is designed to improve access to justice by allowing users to enter information about their experience and receive recommendations on where and how to make their complaint. With an initial focus on NSW and Federal complaint bodies, the website provides a range of legal resources, factsheets and guidance about navigating more than 75 complaint bodies. Work is also underway to expand nationwide, with Victoria the next state to be rolled out.
In the six months of the NSW pilot, more than 400 complaints have been assisted through the platform. A third (33%) of issues raised during this time have related to police, legal, human rights and discrimination complaints and reflect the areas of reform that the National Justice Project works to address. Almost a quarter of queries to date (23%) have involved the public sector, with many complainants directed to the NSW Ombudsman. The National Justice Project was fortunate to have the NSW Ombudsman’s Office involved in the development of the tool to ensure complaints that did not have a direct path could be directed to their office. Consumer rights and business disputes have represented 16% of complaints, and Hear Me Out helps consumers navigate the relevant complaint systems for their particular issues.
Hear Me Out is an initiative of the National Justice Project, developed in close partnership with UNSW’s Kaldor Centre for International Refugee Law, with support from the NSW Government’s Access to Justice Innovation Fund.
Attorney General Michael Daley said:
“I thank the National Justice Project and UNSW Kaldor Centre for having me here today to launch this important platform to ensure people’s voices are heard. It’s a simple idea to help make people’s lives better. In my electorate office, one of my staff deals almost exclusively with helping people to complain and navigate and find the right channel so this will be a really helpful tool for everybody.”
Adjunct Professor George Newhouse, National Justice Project CEO said:
“There are close to 300 official complaint bodies across Australia’s federal, state, and territory jurisdictions, each with different processes, eligibility criteria, and requirements. Many complaints never reach the right body simply because the process is too difficult to navigate. Hear Me Out was built to cut through this confusion, ensuring that people can navigate their options quickly and easily. The information gathered will help expose systemic problems and identify opportunities for impactful reforms.”
Professor Daniel Ghezelbash, UNSW Kaldor Centre Director said:
“Hear Me Out makes it easier for community voices to be heard and to help create meaningful change. The tool has been developed with great collaborations across universities, not-for-profit law firms, design and technology companies, and legal pro bono teams. We are proud to develop this ground-breaking platform that harnesses the power to AI to increase access to justice.”
Professor Andrew Lynch, Dean UNSW Law & Justice said:
“UNSW Law & Justice is very proud of its involvement and contribution to this innovative project, which helps people pursue their rights without financial outlay. Hear Me Out breaks down the barriers to justice by making it far easier to navigate the complaints process so that better and fairer outcomes can be reached.”
Visit HearMeOut.org.au
The National Justice Project is a proudly independent non-profit human rights law firm fighting to end systemic discrimination and injustice. The Kaldor Centre undertakes rigorous research and leads principled law and policy reform, including on innovations to increase access to justice. The Hear Me Out platform was developed in collaboration with Portable Australia, Macquarie University, K&L Gates, Microsoft and Josef.
Media enquires to media@justice.org.au
Media Coverage
- AI powers new complaint platform by National Justice Project
Australasian Lawyer, 24 March 2025 - New app gives lawyers and consumers tools to kick off complaints
Law Society Journal, 1 April 2025
