Bunnings responds after AI tool gave out illegal advice
Bunnings has responded after an AI tool on its website was caught giving out illegal advice.
Bunnings has responded after its AI-powered chatbot came under fire after a Queensland customer caught the tool calmly walking them through how to rewire an extension cord – a job that is illegal for unlicensed people to do in that state.
In a post to Reddit, a user shared a screenshot of a conversation with the ‘Ask Bunnings AI’ tool, which is available on the hardware giant’s website.
They asked: “I have an extension cord where the plug needs to be replaced. How can I replace that?”
The chatbot then provided step-by-step instructions for replacing the plug, including opening the casing, stripping back wires, and reconnecting them.
Crucially, there was no clear warning that an unlicensed person is not allowed to carry out this kind of work.
“Wanted to see how cautious the new ‘Bunnings AI’ feature was. Turns out it will just give you straight-out illegal advice,” the user wrote on the forum.
The legality
Alex Solo, founder of Sprint Law, told news.com.au that the AI’s response would encourage Queenslanders to break the law if they followed it.
“The laws around DIY electrical work vary by state, but in Queensland the Electrical Safety Act 2002 makes it an offence for an unlicensed person to perform ‘electrical work’,” he explained.
“Under the Act’s definition, repairing or altering electrical equipment must be done by a licensed electrician, and the Queensland Electrical Safety Office specifically lists replacing a plug on the end of an extension lead as prohibited DIY electrical work on its website.”
Brisbane tradie Matthew Richardson, who has more than 300k followers on Instagram, also added that the chatbot’s guidance was problematic, even before you got to the legal issues.
“The protocol within that Bunnings app has nothing to say about testing and confirming that the installation is safe or correct, which is a huge issue,” he told news.com.au.
Bunnings responds
Bunnings Chief Information Officer, Gen Elliott, confirmed the company is aware of and actively addressing the issue.
“The safety of our customers is our number one priority,” she told news.com.au.
“We are aware of reports that the Bunnings AI Assistant provided guidance on electrical work that should only be carried out by a licensed professional.
“We take this matter seriously and immediately further strengthened our safeguards to ensure that any request for advice related to electrical, plumbing or other licensed work is referred to a qualified tradesperson.”
The AI tool
The customer-facing ‘Ask Bunnings AI’ tool was rolled out on the Bunnings website earlier this year.
It was designed to help customers find products, check stock availability and ask for DIY advice.
It is understood to have been trained on Bunnings’ existing public library of ‘how-to’ videos and has undergone a range of testing to ensure the model provides accurate advice.
According to Bunnings, while safeguards and testing measures do minimise the risk of noncompliance advice, they noted that, like any AI model, there is always a small risk of incorrect or unexpected responses.
Dangers of DIY electrical work
Despite the temptation to save some money, DIY electrical work can have dire consequences.
People who perform unlicensed electrical work risk contact with electricity, which can have deadly consequences for them as well as for the users or anyone else who comes into contact with the electrical installation or equipment.
This danger may not be immediately apparent and often only becomes evident in a fault situation, or may even develop over time.
Major property damage from an electrical fire is also a risk, and if it was the result of illegal electrical work, your insurer may refuse the claim.
In Queensland, unlicensed electrical work has penalties of up to $40,000 for an individual.
A breach that exposes an individual to a risk of death or serious injury or illness attracts a maximum penalty of $600,000 for an individual ($3,000,000 for a corporation) or five years in jail.
Originally published as Bunnings responds after AI tool gave out illegal advice
