complaints-review

complaints-review is a conduct-ops assistant for Complaints and Conduct teams at APAC banks. It takes a customer complaint or conduct file and produces four cited, audited, maker-checker artifacts: ComplaintSummary, Categorization, ConductFlag[], and DraftResponse. The summary covers issue, products, channel, timeline, and parties. Categorization assigns a category with root cause, severity, and regulatory relevance cited to policy. ConductFlag[] lists conduct red flags such as vulnerable customer, systemic issue, regulatory breach, and complaint-handling-deadline risk, each with severity, detail, and citations. DraftResponse is a regulator-ready or customer-ready draft grounded in policy and regulation; it is always a draft and is never sent by the system, because a human reviews and sends it.

The system is built as ports-and-adapters (hexagonal) on the Gemini Enterprise Agent Platform, pinned to asia-southeast1 for data residency. Complaint files carry customer PII, so the full R1 safety pipeline runs: redact, then guardrail screen on the way in and out, with everything audited to a write-once (WORM) store. Policy and regulatory guidance is retrieved from the shared enterprise-knowledge-base governed RAG.

This is an engineering-portfolio reference repo, and all complaint data is synthetic and fictional. It provides five deployment profiles: local offline, live with a local open-weight model, gcp managed stack, platform HTTP services, and onprem fail-fast placeholders. It exposes a CLI, HTTP API endpoints, and an A2A AgentCard for discovery.