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As part of the adoption and integration of new technology, icare has obligations to consult with the PSA.

After the announcement on 3 August by the Group Executive, General Insurance and Care, concerning the adoption of CoPilot and Artificial Intelligence protocols for her group, your union wrote to icare seeking consultation and responses to several concerns, noted below.

The adoption of new technology that has the potential to provide significant productivity gains to the organisation, is not initially the concern. The É«ÀÇÉçÇøsimply seeks to ensure that there are sufficient legislative and operational guardrails established before its adoption, for our members to have confidence in its utilisation.

The adoption of Artificial Intelligence protocols like CoPilot is subject to Artificial Intelligence AI Policy v1.0 November 2025. This policy was developed by the agency with feedback from a working group of staff from across the various divisions.

And whilst this is a good example of the agency involving icare staff and end users, there are still requirements to consult.

Question 1.

Confirmation that the use of CoPilot will not involve icare or individuals inadvertently breaching legislative responsibilities in terms of but not limited to, the Privacy and Personal Information Protection Act 1998 and the Health Records and Information Privacy Act 2002?  

Answer

CoPilot forms part of icare’s Microsoft 365 suite of products and is within icare tenancy so no information can go outside of icare’s M365 environment. Each individual CoPilot is also restricted to the specific employee and their individual internal access limitations. No information can be accessed from an individual’s CoPilot by another employee.

Question 2.

Confirmation AI (CoPilot) will not be used for any processes to replace human decision making?

Answer

As outlined in icare’s AI Policy, we have human oversight and CoPilot is used as an assistant tool. Decisions are all made by humans.

Question 3.

Confirmation that the adoption of AI tools will be used to enhance human based decision making and productivity purposes?

Answer

CoPilot is used as an assistant to enable efficient information creation, not to replace human decision making.

Question 4.

Confirmation that the adoption of AI will not lead to staffing reductions.?

Answer

The introduction of AI has not led to staffing reductions. Its use is assistive and does not replace employees.

icare representatives have also advised the É«ÀÇÉçÇøthat they align with the:

1. updated NSW AI Operational Policy as well as the
2. Digital NSW Artificial Intelligence Ethics Policy.

It is advised that members avail themselves of those policies to ensure compliance.

When it comes to the adoption AI technology, it is a brave new world, and your union will be part of it at each and every step.

If members have further questions on the adoption of AI, they can speak to the Departmental Committee delegates or to our É«ÀÇÉçÇøMember Support Centre on 1800 772 679 or email ">membersupport@psa.asn.au quoting C10021996.