The Bendigo and Adelaide Bank Group (we/us) recognises the importance of protecting your privacy and managing your data in an open and transparent manner. We appreciate that the success of our business is largely dependent on a relationship of trust being established and maintained with past, current and prospective customers, shareholders and other individuals with whom we conduct business.
This Policy sets out how we will manage your banking data in accordance with the Consumer Data Right. It also outlines how you can request access to or correction of your banking data and our complaints process.
The Consumer Data Right (CDR)
The CDR gives you the right to share your data between different providers who are accredited under the CDR (Accredited Data Recipients). It is an opt-in system that gives you greater control over how your banking data is handled making it easier for you to access products and services.
Using CDR facilitates the automated, secure sharing of your banking data only with your consent. This means you can choose to share your existing banking data, such as your transaction history, interest rates and account balances, with other banks or Accredited Data Recipients.
For example, when applying for a mortgage with us, you can give consent for another bank to share CDR data (e.g. bank account transactional data) with us. This will save you time and help make the process quicker and easier for you.
The CDR requires that we provide access to data about banking products we offer including data about the features and descriptions of our products, interest rates, fees and charges and eligibility criteria.
Product data is publicly available information that can only be consumed by Application Programme Interfaces. This data can be used by businesses, such as comparison sites, to compare products in the market.
We do not charge a fee for access to product data.
How we treat your data under the Consumer Data Right
What type of data we hold on your behalf
Consumer Data Right data we hold about you includes:
- Your name;
- Your contact details (address, phone number, email address);
- If you are a business, data such as your business name, ABN/ACN and the type of your business;
- Your account data, including your account number, accounts balances, scheduled payments and payees;
- Your transaction records, including dates, amounts, descriptions and other parties involved; and
- Information about products you hold with us.
Access, correction and deletion
Access to and correction of your data
In most cases you can access and correct your data held by us.
If you believe that data we hold about you is inaccurate, out of date or incomplete, you should contact us by:
- Telephone - 1300 024 705 between 8:30am and 5:00pm AEST/AEDT, weekdays
- Email - AccountSupport.Mailbox@bendigoadelaide.com.au
- Mail - write to Account Support, P.O. Box 480 Bendigo, VIC, 3552
Within 30 business days after your request, we will either:
- promptly update your data that is inaccurate, out of date or incomplete. In some cases we may request you provide us with supporting documentation to amend the data we hold about you; or
- if we do not agree that your data is inaccurate, out of date or incomplete, we will give you a written notice including the reasons why we do not agree with you and how you can make a complaint.
If you have concerns or wish to make a complaint regarding the handling of your personal information, including your credit related information, by us, please contact our Customer Feedback Team. We will promptly investigate your complaint and notify you of the outcome.
If you are not satisfied with the response provided by our Customer Feedback Team, you have the option to refer your complaint to the relevant external dispute resolution scheme.
We are a member of the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to customers. You can contact AFCA:
- In writing: GPO Box 3, Melbourne VIC 3001
- Telephone: 1800 931 678
- Email: firstname.lastname@example.org
- Website: www.afca.org.au
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expire.
If your complaint relates to how we handle your personal information you can also contact:
Date of Publication - July 2021