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H02 · Human oversight
Escalation to a competent person
Ambiguous or high-risk cases remain with automation when human judgement is needed.
Requirement
Define observable triggers, destination, context package and response ownership for escalation.
Expected evidence
- Escalation matrix and service ownership.
- Sample escalations with context and resolution.
Proposed verification
- Trigger uncertainty, policy conflict and user request for a person.
- Check the recipient receives enough context without unnecessary data.
Limit
The control does not guarantee staffing levels or the quality of the human decision.