Respond to and close an AI incident.
From the first triage call to the closed record, with the regulator notification, the customer communications and the lessons learned all in one place.
Why structured incident response matters for AI
AI incidents do not fit cleanly into the incident frameworks your organisation already has. A chatbot answering questions in a way that contradicts your policy guidance is a customer impact issue, a model behaviour issue and potentially a regulator notification trigger all at the same time. The first hours often set the trajectory for everything that follows.
The triggers can be a staff report, a customer complaint, a monitoring alert, a vendor disclosure of a model update, an incident at a peer organisation or an OAIC information notice arriving cold. Across all of them the work is the same, meaning log, triage, respond, notify where required, close and capture lessons. Aicura keeps that work in one place.
Log the incident with what is known
A new incident is created either through the in-app dialog or by uploading a structured PDF intake. The entry captures what happened, when it was first detected, which system is affected (linked into the AI Register), initial severity, the owner and any known customer impact. Notifications fire to the configured incident response channel.
Triage at the outset
In the early stages, the full extent gets assessed, severity gets confirmed, the root cause hypothesis is captured, the customer-facing position is drafted and the response team's roles get assigned. Every action is timestamped and attributed.
Track the response actions through to remediation
Vendor contact, technical rollback or fix, customer outreach, compensation, internal communications, each get recorded as they happen. The incident timeline assembles itself as the work proceeds rather than being reconstructed afterwards.
Notify regulators where the assessment requires it
Where the incident involves personal information and meets the Notifiable Data Breach threshold, Aicura drafts the OAIC notification from the incident context, the register information and previous templates. The draft goes through your General Counsel, possibly external counsel, and is sent within the regulatory window. The notification artefact is anchored so the record is independently verifiable.
Close the incident with a record and lessons learned
Closure produces a structured artefact, anchored. Lessons get captured, such as vendor change-management process review, monitoring improvements or contract terms to revisit. Each lesson is assigned to a relevant owner. The incident moves into a closed state, available indefinitely for board, audit committee or regulator review.
AI incidents do not become routine because they go through a structured workflow. What does become routine is the record of how each one was handled. When the audit committee asks two months later what happened, when the regulator follows up, when a peer organisation has a similar incident and wants to compare notes, the answer exists, signed off and verifiable. The lessons captured at closure feed into systemic improvement rather than being lost between incidents.
Frequently asked questions
What counts as an AI incident?
Often one event wearing several hats at once. A chatbot answering in a way that contradicts your policy guidance is a customer impact issue, a model behaviour issue and potentially a regulator notification trigger at the same time, which is why AI incidents do not fit cleanly into the incident frameworks organisations already run. Triggers range from a staff report or customer complaint to a monitoring alert, a vendor's model update disclosure or an OAIC information notice arriving cold.
What does structured AI incident response involve?
Across every trigger the work is the same. Log the incident with what is known, triage it, respond and track actions, notify where required, close it and capture the lessons. Aicura keeps that work in one place, with the affected system linked into the AI Register and notifications firing to your configured incident response channel.
Why keep the record after an incident is closed?
Because the questions come later. When the audit committee asks two months on what happened, when the regulator follows up or when a peer organisation has a similar incident and wants to compare notes, the answer exists, signed off and verifiable, and the lessons captured at closure feed systemic improvement rather than being lost between incidents.
Start the work in Aicura
Aicura supports this work from the register that anchors it through to the documents and records it produces, with your people reviewing and approving everything along the way. It is guidance, not certification, audit or legal advice.