1. Introduction
Artificial intelligence ("AI") has the potential to improve productivity, reduce administrative effort, enhance decision-making and support more effective digital experiences.
At Flex Online (Pty) Ltd ("Flex", "we", "our" or "us"), we believe AI should augment people—not replace accountability, professional judgement or organisational governance.
This Responsible AI Policy explains the principles that guide the design, deployment and operation of AI-assisted functionality within the Flex Platform.
This Policy should be read together with our:
- Privacy Policy;
- Platform Terms;
- Acceptable Use Policy;
- Information Security Policy; and
- Security Overview.
2. Scope
This Policy applies to AI-assisted functionality that is:
- developed by Flex;
- integrated into the Flex Platform;
- made available through approved third-party AI services; or
- otherwise provided by Flex as part of the Flex Platform.
This Policy also applies to Platform Users who use AI-assisted functionality made available through the Flex Platform.
3. Our Approach to Artificial Intelligence
Flex views AI as a tool for assisting people, not replacing them.
Accordingly, AI within the Flex Platform is intended to support activities such as:
- content generation;
- summarisation;
- search;
- reporting;
- workflow assistance;
- administrative automation;
- knowledge retrieval;
- analysis;
- productivity improvements; and
- decision support.
AI functionality is designed to assist Platform Users while allowing Customers to retain appropriate organisational oversight.
4. Human Oversight
Flex does not regard AI-generated outputs as authoritative simply because they were produced by an AI system.
Platform Users remain responsible for reviewing AI-generated outputs before relying on them.
Where decisions may have operational, legal, educational, regulatory or commercial consequences, appropriate human review should occur before action is taken.
Flex encourages Customers to establish governance appropriate to their own organisational requirements.
5. Customer Control
Customers determine whether and how AI-assisted functionality is made available within their implementation of the Flex Platform.
Where functionality allows configuration or administration by the Customer, Customers remain responsible for:
- deciding which Platform Users may access AI functionality;
- establishing appropriate internal policies;
- determining acceptable use within their organisation; and
- ensuring compliance with applicable laws and regulatory requirements.
6. Privacy and Personal Information
The protection of Personal Information remains fundamental to Flex's approach to AI.
Where AI-assisted functionality processes Personal Information:
- Processing remains subject to the Privacy Policy;
- only the information reasonably necessary to provide the requested functionality should be processed;
- appropriate access controls continue to apply;
- Customer permissions remain applicable; and
- Processing is undertaken in accordance with applicable privacy legislation and contractual obligations.
Flex seeks to minimise unnecessary disclosure of Personal Information when AI-assisted services are used.
7. Customer Content
Customer Content remains under the control of the Customer.
Unless expressly agreed otherwise:
- Flex does not claim ownership of Customer Content because AI functionality has been used in connection with it;
- AI-assisted functionality does not transfer ownership of Customer Content to Flex or an AI provider;
- Customer Content is processed only for authorised purposes associated with providing the requested functionality; and
- Flex does not knowingly permit Customer Content to be used to train publicly available or general-purpose AI models without appropriate authorisation.
8. Transparency
Where reasonably practicable, Flex seeks to make it clear when Platform Users are interacting with AI-assisted functionality.
Depending on the relevant feature, this may include:
- identifying AI-generated responses;
- distinguishing AI-generated suggestions from Customer Content;
- explaining the intended purpose of AI-assisted features; and
- providing guidance on appropriate use.
9. Accuracy and Limitations
AI systems may produce incomplete, inaccurate or misleading outputs.
Platform Users should not assume that AI-generated information is:
- complete;
- current;
- factually accurate;
- legally correct;
- professionally verified; or
- appropriate for every circumstance.
AI-generated outputs should be independently reviewed before they are relied upon for important decisions.
10. Fairness and Responsible Use
Flex seeks to design AI-assisted functionality that supports fair, appropriate and responsible use.
Where reasonably practicable, we aim to:
- minimise unintended bias;
- avoid inappropriate discrimination;
- reduce unnecessary exposure of Personal Information;
- promote transparency;
- support accountability; and
- continuously improve AI-assisted functionality.
Customers remain responsible for determining whether AI-generated outputs are appropriate for their own operational and regulatory environment.
11. Security
AI-assisted functionality forms part of the overall security governance of the Flex Platform.
Flex seeks to:
- protect Customer Content;
- implement appropriate technical safeguards;
- manage access appropriately;
- assess third-party AI providers before use where reasonably practicable;
- monitor security risks associated with AI services; and
- continuously review AI-related security considerations.
12. Third-Party AI Services
Some AI functionality may utilise services provided by carefully selected third-party providers.
Where this occurs:
- Flex seeks to evaluate providers before integration;
- contractual and technical safeguards are considered where appropriate;
- only information reasonably necessary to provide the requested functionality should be processed;
- Customers remain responsible for deciding whether to enable Customer-controlled AI integrations where available; and
- third-party providers remain responsible for their own services.
13. Prohibited Uses
Platform Users must not intentionally use AI functionality made available through the Flex Platform to:
- commit fraud;
- impersonate another individual;
- generate malicious software;
- deceive other Platform Users;
- produce unlawful content;
- manipulate platform processes;
- bypass security controls;
- fabricate records or evidence;
- infringe intellectual property rights;
- violate privacy legislation; or
- otherwise breach the Platform Terms or Acceptable Use Policy.
14. Continuous Improvement
Artificial intelligence continues to evolve rapidly.
Flex continually reviews:
- technological developments;
- legal developments;
- Customer feedback;
- operational experience;
- security considerations; and
- emerging industry practices
to improve AI-assisted functionality and responsible governance over time.
15. Future AI Governance
As AI capabilities within the Flex Platform expand, Flex may introduce additional governance measures appropriate to specific functionality.
These may include:
- feature-specific guidance;
- model documentation;
- risk assessments;
- usage controls;
- audit capabilities;
- explainability measures; and
- Customer configuration options.
This Policy will continue to evolve alongside the responsible development of AI-assisted functionality.
16. Related Documents
This Policy should be read together with:
- Platform Terms;
- Privacy Policy;
- Acceptable Use Policy;
- Security Overview;
- Information Security Policy;
- Vulnerability Disclosure Policy; and
- Website Terms.
17. Contact
Questions regarding this Responsible AI Policy may be directed to:
Flex Online (Pty) Ltd
Email: trust@flexonline.io
Website: www.flexonline.io