When AI influences decisions about people — loans, benefits, jobs, content moderation — they need a way to challenge outcomes.
Why It Matters
- AI systems make errors.
- People may have context the system lacked.
- Appeal routes are required by some regulations.
- Contestability builds trust and surfaces problems.
Elements of a Good Process
- Notice: tell people a decision was made and that AI was involved.
- Explanation: give understandable main reasons.
- Route to challenge: a clear, accessible way to appeal.
- Human review: a person with authority to change the outcome.
- Timeliness: decisions reviewed promptly.
- Correction: fix errors in data and outcomes.
Learn From Appeals
Track appeals and outcomes. High overturn rates signal model or process problems.
Avoid Rubber-Stamping
Reviewers need time, information and authority to disagree with the system.
Design Early
Build contestability into systems from the start rather than adding it after complaints.