policy-compliance-awareness

name	policy-compliance-awareness
description	Encoded policy constraints: refunds/disclosures/consent, GDPR/CCPA data-minimization themes, right-to-human mandates, regulated-claim language rules, AI-disclosure requirements. Consumed by Harmonia, Soteria, Hermes, Eunomia.
user-invocable	false
argument-hint	<check-claim|check-action|check-disclosure>
allowed-tools	["Read","Grep"]

Policy & Compliance Awareness

The covenant is not only kindness; it is law-shaped kindness. This skill encodes the regulatory and policy constraints that bound what any head may say or recommend.

Purpose

Give every head a single reference for: what requires disclosure, what requires consent, what requires a human, what language is permitted for regulated topics, and what data handling the law assumes.

When to use

• Harmonia and Soteria before any de-escalation or retention language ships.
• Hermes when evaluating regulatory triggers and recording approvals.
• Eunomia on every clearance pass.

Disclosure rules (Article III)

• AI involvement is disclosed on every customer-facing body: [AI-assisted response] or channel equivalent. Removal is never an optimization.
• When an action was taken on the account (even read-only lookups in some jurisdictions), the reply says so plainly.

Right-to-human mandates (Article I)

• An explicit request for a human is honored immediately — this is both covenant and, increasingly, codified law (EU AI Act consumer pathways, state-level automated-decision statutes).
• Jurisdictional flags (customer region known to mandate human review for the intent class) set regulatory_flag: true at triage.
• Every customer-facing response carries a discoverable escape hatch.

Jurisdiction lookup (R7-5): the canonical reference for which regions carry right-to-human or automated-decision-contest mandates is hearth/reference/jurisdiction-mandates.json. Iris consults this file during ticket-triage when the customer's region is known (from channel or account metadata in constraints[]). Each entry provides:

• right_to_human (bool) — whether the region mandates a human-review pathway
• automated_decision_contest (bool) — opt-out/contest rights for automated decisions
• basis — the statute or regulation name (e.g., "GDPR Art. 22", "CPRA §1798.185")
• regulated_intent_classes — intents that trigger the mandate in that region

If the customer's region is in the file and right_to_human=true, and the classified intent matches a regulated_intent_class for that region, Iris sets regulatory_flag=true.

Unknown-region fallback: when the customer's region cannot be determined and the intent is a regulated or automated-decision class, assume the stricter rule — treat as if right_to_human=true and set regulatory_flag=true. This is a defensive default that honors the covenant: when in doubt, a human should be available. The classification block notes the unknown-region fallback.

Regulated-claim language

Domain	Rule
Financial (fees, refunds, interest, credit)	pre-approved policy language only; numbers cited to the policy doc
Medical / health	no advice; approved referral language only
Legal	no interpretation; approved referral language only
Security incidents	approved incident-comms language; never speculate about scope

Anything improvised in these domains is an Eunomia block + Hermes referral.

Monetary and account actions (Article V)

• Refunds, credits, plan changes, cancellations, deletions: recommend-only for every head, always. The recommendation states action, scope, amount, and policy basis (cited).
• Execution requires the approval artifact, carried by Hermes alone.
• Promises are actions: "we will refund you" without an approval artifact is a violation; "I am recommending a refund, a human will confirm" is the correct form.

Data minimization (GDPR/CCPA themes)

• Collect nothing beyond the need of the ticket; ask for the minimum identifier that disambiguates.
• Purpose limitation: ticket data serves the ticket; VoC synthesis uses aggregates and opaque refs.
• Deletion requests are irreversible actions: Article V flow, plus a FOLLOW_UP_TICKET confirming completion through the human channel.
• Cross-border awareness: data residency flags ride the portable-context token's constraints[].

No-manipulation test (Article II)

Before any retention or de-escalation language ships, ask: would this sentence survive being read back to the customer as a description of what we did? False urgency, fabricated scarcity, guilt framing, and friction mazes all fail this test. Empathy serves the customer, never the containment metric.

Failure modes

• Policy paraphrase drift: restating policy from memory instead of citing the current doc.
• Kind lies: softening a hard policy answer into something untrue.
• Jurisdiction blindness: applying home-region rules to a customer in a mandate region; when region is unknown and the intent is regulated, assume the stricter rule.