When faced with injustice, knowing where to turn can feel overwhelming.
However, a new free platform, Hear Me Out, is helping Australians exercise their rights more confidently, thanks to an innovative partnership between the UNSW Kaldor Centre and the National Justice Project.
“The complaints process can be daunting at best and inaccessible at worst, but the power lies in being aware of your rights,” says Professor Daniel Ghezelbash, Director of the UNSW Kaldor Centre for International Refugee Law.
Hear Me Out provides a simple way for users to understand whether they have grounds for a formal complaint and directs them to the correct authority.
Australia has almost 300 official complaints bodies, each with its own rules and processes. National Justice Project CEO Adjunct Professor George Newhouse explains that Hear Me Out is trained to clarify more than 75 authorities in New South Wales alone, with plans to expand into Victoria soon.
Importantly, Professor Ghezelbash points out that “there’s often no need to lodge a formal complaint. Just naming the right regulation and the right complaints body is often enough to resolve an issue with whoever failed you.”
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At the heart of the platform is an AI system that allows users to describe their experiences in plain language. From there, it highlights aspects of the issue that authorities might recognise as valid and provides clear guidance on what steps to take next. In fields like social media and public relations, where fast responses and reputation management are critical, understanding these complaint pathways could make a real difference.
During its six-month pilot program, Hear Me Out helped with over 400 complaints. The most common issues involved police, the legal system, human rights and discrimination, followed by public sector concerns and consumer disputes.
The platform also proved itself effective when we tested a sensitive police misconduct scenario. It swiftly identified the Law Enforcement Conduct Commission (LECC) as the relevant authority and provided detailed support material, including a downloadable fact sheet.
Built with backing from organisations like K&L Gates and developed by Portable Australia, Hear Me Out combines extensive legal expertise with accessible technology. Though it cannot replace legal advice, it empowers individuals to take the first step toward justice with clarity and confidence.
As Adjunct Professor Newhouse says, the platform’s reach will also help expose systemic issues and highlight opportunities for important reforms in Australia’s complaint-handling systems.
