LensReading which lens this session carries.

Auditor evidence pack

Quality review at update rubric

Customer Service · Quality & Coaching · line CS9C · Calibration Cycle.

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
5
Append-only, sequenced
Agent actions
4
Taken by software
Human actions
1
Taken by a named person
Refusals
0
Blocked by the authority register
Corrections
0
Later record supersedes an earlier one
Legal hold
Held
HOLD-005

The unit

What the work was, and where it sits

Reference
CS9C-1008
Subject
Simon Whitfield
Requested by
Tomas Kaplan
Value
$1.5m
Materiality
high
Currently held by
Bias Monitor 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

1
Interaction Sampling AgenttaskCleared

Cleared select set

2026-08-18 03:55:00ZAuthority CS9-AUTH-A1 · cap $2,000,000Jurisdiction AUAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
task-execution@p21
Policy
customer-commitments@v5
Tools
document-fetch@t9, read-only-lookup@t12
in 6aae4775...266dacout fe907be8...09e5a0artifact ART-CS9C-1001-1 genesis → 2b3145ca...16806d
2
Quality Scoring AgentobserveCleared

Cleared score independently

2026-08-18 04:56:00ZAuthority CS9-AUTH-A1 · cap $2,000,000Jurisdiction AUAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
observe-scan@p11
Policy
customer-commitments@v5
Tools
read-only-lookup@t12
in 9da71800...8d444cout 8940d8e6...0dfa25artifact ART-CS9C-1001-2 2b3145ca...16806d → 732f24ac...392a2d
3
Calibration AgenttaskCleared

Cleared compare

2026-08-18 05:57:00ZAuthority CS9-AUTH-A1 · cap $2,000,000Jurisdiction AUAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
task-execution@p21
Policy
customer-commitments@v5
Tools
document-fetch@t9, read-only-lookup@t12
in edb51e5d...2f93e3out 4759aa34...0a17c2artifact ART-CS9C-1001-3 732f24ac...392a2d → 291cf48a...fc76f9
4
Director, Service Qualityaccountable-ownerCleared

Cleared resolve variance

2026-08-18 06:58:00ZAuthority CS9-AUTH-H1 · cap $2,000,000Jurisdiction AUAutonomy A0Retention CUST-5YLegal hold HOLD-005
Model
human@n-a
Prompt
human@n-a
Policy
customer-commitments@v5
Tools
none
in dd6169df...5faae2out bf951a22...f569c9artifact ART-CS9C-1001-4 291cf48a...fc76f9 → de8ba341...d035f3
5
Compliance Screening AgenttaskIn progress

Holding at update rubric

2026-08-18 07:59:00ZAuthority CS9-AUTH-A1 · cap $2,000,000Jurisdiction AUAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
task-execution@p21
Policy
customer-commitments@v5
Tools
document-fetch@t9, read-only-lookup@t12
in e485ca08...dd619cout 517a9400...9172cfartifact ART-CS9C-1001-5 de8ba341...d035f3 → b3719799...bae5c4

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.

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

KindIdentifierVersionStatusOwner
modelextract-lite2.9currentPlatform model council
modelobserve-signal3.1currentSensing guild
policycustomer-commitmentsv5currentChief revenue officer
prompttask-executionp21currentShared service engineering
promptobserve-scanp11currentSensing guild
toolsetread-only-lookupt12currentPlatform engineering
toolsetdocument-fetcht9currentShared service engineering

Gates on this line

The control points this unit had to clear

Resolve variance
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 · not reached

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.
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
  • 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.
  • 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.