How artificial intelligence is supporting vulnerable customers

A program to predict vulnerability and offer alternate resolution options for debt recovery.



Artificial intelligence (AI) is being used to identify and support NSW’s vulnerable customers, such as those facing health, financial or domestic hardship, who may be unable to pay overdue fines.

The program, run by Revenue NSW, diverts these customers away from enforcement action and provides alternative resolution options, thereby increasing the overall effectiveness of the debt process.

Supporting those in hardship

Previously, vulnerable customers were only identified after debt recovery action had begun. With around 46,000 customers across NSW being considered ‘vulnerable’, this program predicts vulnerability early and offers alternate resolution options.

Providing resolution options

AI is helping staff to provide targeted support. This can result in lifting sanctions, delaying the payment terms of fines, putting enforcement on hold to establish repayment arrangements, or implementing other ways for people to pay their fines.


accuracy in predicting vulnerable customers.


unique customers redirected from bank garnishee enforcement over the last 12 months.

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