B.C. Ombudsperson Warns of AI Risks in Public Services

UPDATE: B.C. Ombudsperson Jay Chalke has just released a critical report highlighting the alarming rise in complaints regarding public services in British Columbia, indicating an urgent need for government action. In his 2024-25 annual report made public on October 31, 2024, Chalke reveals that his office received over 7,300 complaints, a rise of more than 350 from the previous year, raising significant concerns over service access amid increasing reliance on artificial intelligence (AI).

Chalke warns that as governments lean more on AI for decision-making, the risk of vulnerable residents falling through the cracks grows. He stated, “We’re seeing an emerging perfect storm,” as pressures from a large provincial deficit and increasing affordability issues compound the challenges faced by residents seeking help.

The report highlights a troubling trend: complaints related to health care, affordability, and housing dominated the concerns, with Chalke’s office handling about 635 fairness or wrongdoing concerns each month. “If a decision is adverse to someone, we need a fair complaint process,” he emphasized, underscoring the necessity of human oversight in AI-assisted decisions.

One of the most striking findings is the report’s identification of the Ministry of Social Development and Poverty Reduction as the most complained-about public body, receiving 481 complaints. The report details real-world cases revealing how administrative hurdles can escalate into crises for individuals, including the poignant case of Darwyn Danesh, a teenager whose fragmented care led to tragic consequences.

Following the report’s release, B.C. Health Minister Josie Osborne acknowledged systemic failures, stating, “The system failed Darwyn and his family.” She affirmed that the province is taking steps to improve pediatric palliative care, ensuring no family faces such hardships again.

The urgency of the findings has prompted the provincial government to act. Minister Sheila Malcolmson confirmed that the ministry has already initiated changes, streamlining processes to respond more effectively to urgent requests.

The report calls for enhanced accountability, suggesting that public reports from Chalke’s office should be automatically referred to a legislative committee for hearings, ensuring transparency in addressing public administration failures. Chalke noted that while some public bodies engage with his recommendations, others neglect them, risking the integrity of public service delivery.

As AI technology continues to reshape public service decisions, the implications for fairness and accessibility remain paramount. Chalke’s report serves as a stark reminder of the need for vigilance as the province navigates this evolving landscape.

With these developments, British Columbians are urged to remain alert regarding the impact of AI on public services and advocate for necessary reforms to safeguard fairness and accessibility.

For ongoing updates, stay connected as this story develops.