6. Quality Policy
6.1 Statement of Commitment
Supreme AI Pty Ltd is committed to delivering services of the highest and most consistent quality to enable our customers, as reporting entities under the AML/CTF Act 2006 (Cth), to meet their legal obligations and operate with integrity within Australia’s financial system. Quality is not a compliance exercise for us; it is the foundation on which the trust between a reporting entity and a compliance technology provider is built.
6.2 Quality Principles
Regulatory Accuracy
The compliance content, templates, workflows, and AI guidance delivered by Supreme AI will reflect the current text of the AML/CTF Act 2006 (Cth), the AML/CTF Rules Instrument (No.1) 2007 (Cth), and AUSTRAC’s published guidance at the time of publication. We commit to updating content within 30 calendar days of any material legislative, regulatory, or AUSTRAC guidance change.
Customer Focus
Our customers are accountable to AUSTRAC, their own clients, and the public. Our products must support, never undermine, that accountability. We design features that are proportionate to the size, nature, and complexity of each customer’s business, whether a sole-practitioner conveyancer or a national accounting firm.
AI Integrity
Supreme AI’s AI-powered features are designed to augment human judgement, not replace it. AI outputs are validated against the underlying AML/CTF Act and Rules before deployment. We disclose the limitations of AI in all relevant contexts and never represent AI-generated content as determinative legal advice.
Continual Improvement
We measure quality outcomes through customer satisfaction scores, defect rates, content accuracy audits, and incident analysis. Findings are reviewed by leadership at least quarterly and acted upon within defined timeframes.
Risk-Based Thinking
We identify, assess, and manage risks to quality across our content pipeline, infrastructure, change management processes, and supplier relationships. The same risk-based approach that the AML/CTF Act requires of reporting entities is applied to our own operations.
6.3 Quality Objectives
| Quality Objective | Target and Measurement |
|---|---|
| Regulatory content accuracy | Content updated within 30 days of AML/CTF Act, Rules, or AUSTRAC guidance change. Measured by change management log. |
| Platform availability | 99.9% uptime in any rolling 30-day period. Measured by synthetic monitoring. |
| P1 incident resolution | 95% of critical incidents resolved within 4 hours. Measured by incident management system. |
| Customer satisfaction (CSAT) | 4.5 out of 5.0 or higher. Measured by post-interaction surveys. |
| Data breach response | Eligible breaches notified to OAIC and affected individuals within statutory timeframes under NDB scheme. |
| AI output accuracy | Zero instances of materially incorrect statutory references in AI-generated compliance guidance. Measured by quarterly content audit. |
| Complaints resolution | 95% of complaints substantively resolved within 21 calendar days. Measured by complaints register. |
| Training compliance | 100% of customer-facing staff complete annual AML/CTF awareness training. Measured by training records. |
6.4 Governance and Review
This Quality Policy is owned by the Chief Executive Officer and endorsed by the Board. It is reviewed at least annually, or following any significant change to our services, regulatory landscape, or quality performance. All staff and contractors are responsible for quality within the scope of their roles. Breaches of quality standards are reported to the relevant manager and, where systemic, escalated to the Chief Compliance Officer.