Auditor evidence pack

Quality review at deliver

Customer Service · Quality & Coaching · line CS9A · Sample to Coaching Action. more

Chain verified

Every record links to the one before it and hashes to its stored value. 5 records were re-hashed on this page load, in order, starting from the genesis value. Nothing was read from a cached verdict.

hash = sha256(prevHash + "|" + JSON{seq, unitRef, actor, action, outcome, occurredAt})

Records

Append-only, sequenced

Agent actions

Taken by software

Human actions

Taken by a named person

Refusals

Blocked by the authority register

Corrections

Later record supersedes an earlier one

Legal hold

Held

HOLD-005

The unit

What the work was, and where it sits

Reference

CS9A-1023

Subject

Priya Raman

Requested by

Farrah Ito

Value

$89k

Materiality

medium

Currently held by

Calibration Agent (agent)

Sub-function owner

Director, Service Quality

Orchestrator

Quality Orchestrator

Every action, in order

Actor, authority, versions in force, and the hash link to the record before it

Quality OrchestratororchestratorCleared

Cleared sample

2026-08-18 01:48:00ZAuthority CS9-AUTH-A1 · cap $250,000Jurisdiction SGAutonomy A3Retention CUST-5YLegal hold HOLD-005

Model

[email protected]

Prompt

orchestrator-brief@p14

Policy

customer-commitments@v5

Tools

read-only-lookup@t12, notify-and-route@t5

in 7887631a...39c93fout cf7c882d...478338artifact ART-CS9A-1003-1 genesis → 8ea6df58...7f5046

Interaction Sampling AgenttaskCleared

Cleared score

2026-08-18 03:14:00ZAuthority CS9-AUTH-A1 · cap $250,000Jurisdiction SGAutonomy A3Retention CUST-5YLegal hold HOLD-005

Model

[email protected]

Prompt

task-execution@p21

Policy

customer-commitments@v5

Tools

document-fetch@t9, read-only-lookup@t12

in e7638da3...f8f66fout a56d0809...1b6e07artifact ART-CS9A-1003-2 8ea6df58...7f5046 → 0c9190d0...eddd90

Calibration AgenttaskCleared

Cleared calibrate

2026-08-18 04:41:00ZAuthority CS9-AUTH-A1 · cap $250,000Jurisdiction SGAutonomy A3Retention CUST-5YLegal hold HOLD-005

Model

[email protected]

Prompt

task-execution@p21

Policy

customer-commitments@v5

Tools

document-fetch@t9, read-only-lookup@t12

in 58302ad0...28655cout ffecf557...07943dartifact ART-CS9A-1003-3 0c9190d0...eddd90 → 1ea4a265...c066ce

Coaching Plan AgenttaskCleared

Cleared draft coaching

2026-08-18 06:07:00ZAuthority CS9-AUTH-A1 · cap $250,000Jurisdiction SGAutonomy A3Retention CUST-5YLegal hold HOLD-005

Model

[email protected]

Prompt

task-execution@p21

Policy

customer-commitments@v5

Tools

document-fetch@t9, read-only-lookup@t12

in 8556cada...831d62out 39023bd1...26dc1eartifact ART-CS9A-1003-4 1ea4a265...c066ce → 5e0f6747...28ad80

Director, Service Qualitygate-approverIn progress

Holding at deliver

2026-08-18 07:34:00ZAuthority CS9-AUTH-H1 · cap $250,000Jurisdiction SGAutonomy A0Retention CUST-5YLegal hold HOLD-005

Model

human@n-a

Prompt

human@n-a

Policy

customer-commitments@v5

Tools

none

in a7555ac5...87498aout 5f0330c8...7cc00aartifact ART-CS9A-1003-5 5e0f6747...28ad80 → 3ca03a7e...107abf

Authority relied on

Who was allowed to do this, up to what value, in which jurisdictions

CS9-AUTH-A1ActiveQuality Orchestrator

Any unit on a quality & coaching line where every intake check passed, the policy in force is current, and the value sits inside the cap below.

Cap $250,000US · UK · DE · SGDelegated from Director, Service QualityExpires 2027-06-11

CS9-AUTH-H1ActiveDirector, Service Quality

Anything the agent grant refuses, plus any override of an agent outcome. more

Cap $2,000,000US · UK · DE · SGDelegated from Customer Service leadershipExpires 2027-06-06

Versions in force

Exactly what was running when these actions were taken

Kind	Identifier	Version	Status	Owner
model	reasoner-core	5.4	current	Platform model council
model	extract-lite	2.9	current	Platform model council
policy	customer-commitments	v5	current	Chief revenue officer
prompt	orchestrator-brief	p14	current	Chief of Staff office
prompt	task-execution	p21	current	Shared service engineering
toolset	read-only-lookup	t12	current	Platform engineering
toolset	notify-and-route	t5	current	Platform engineering
toolset	document-fetch	t9	current	Shared service engineering

Gates on this line

The control points this unit had to clear

Deliver

Held for a named human when the unit exceeds the quality review decision envelope, when confidence falls below the floor, or when a policy clause is engaged.

Approver: Director, Service Quality · cleared on this chain

Records schedule and holds

How long this evidence must be kept, and whether it is frozen

CUST-5Y5 years

Customer commitment and service evidence

Consumer claim windows and revenue recognition audit trail.

Deleted at five years from the last account activity.

HOLD-005active

Customer complaint escalation — service credits

A pattern of service credit refusals was raised with a consumer regulator. more

Custodian Head of Consumer Law · requested by Chief Customer Officer

What this pack proves, and what it does not

Read this before you rely on it

It does prove

Every action carries a named actor, an actor kind, and a timestamp.
Every action names the authority grant that permitted it and the cap that grant carries.
Every action stamps the model, prompt, policy and tool versions in force at that moment.
Corrections are additive. A later record supersedes an earlier one and says why more
The chain is re-hashed live on this page, so a single altered field is detected immediately.

It does not prove

It is not tamper-proof against an attacker with write access to the store, who could rewrite the whole chain from genesis. more
The evidence in this demonstration is modeled from a simulated estate, not captured from production systems.
Identity here is the actor name recorded on the action. more