Consumer Data Right

Our policy

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.

If you request us to do so, we will provide a copy of this policy to you electronically or in hard copy.

For further information about how we handle your personal information, please refer to our Privacy Policy.

The Consumer Data Right ('CDR')

The CDR gives you the right to share your data with 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. We do not charge a fee for sharing your data.

We do not provide voluntary consumer data or voluntary product data as defined in the CDR Rules.

Product Data

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.

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 to your records and correction of your data

In most cases you can access your records and correct your data held by us.

You may request access to copies of your following CDR records:

• Authorisations given to us by you to disclose your data and any amendments to those authorisations;
• Withdrawals of your authorisations to disclose data;
• Disclosures of your data made by us in response to requests made on your behalf; and
• Complaints relating to your data.

We will provide relevant copies of your records no later than 10 business days after receiving your request.

To obtain copies of your records or if you believe that data we hold about you is inaccurate, out of date or incomplete, you should contact us by:

• Telephone - 1300 236 344 between 8:30am and 5:00pm AEST, weekdays
• Email - ContactUs@bendigoadelaide.com.au
• Mail - write to P.O. Box 480 Bendigo, VIC, 3552
• visiting any branch

If you have notified us that you believe the data we hold about you is inaccurate, out of date or incomplete, within 10 business days after your notification, we will either:

• correct 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.

Complaint process

If you have concerns or wish to make a complaint regarding the handling of your data by us, you can make a complaint by contacting our Customer Feedback Team on 1300 361 911 or at feedback@bendigoadelaide.com.au and providing us as much detail as possible about your complaint.

• We will acknowledge receipt of your complaint as soon as possible
• We will promptly investigate your complaint and notify you of the outcome
• We aim to resolve your complaint within 45 days
• We will inform you in writing about our decision

If you are not satisfied with the response provided by our Customer Feedback Team, you have the option of referring the matter to our Customer Advocate who will impartially assess your complaint, keep you informed of the progress and provide you with a response.

The Customer Advocate can be contacted by:

• Telephone - 1300 139 572 (+61 3 5485 7919) between 8:30am and 5:00pm Victorian time, weekdays
• Email - customeradvocate@bendigoadelaide.com.au
• Mail - write to Customer Advocate P.O. Box 480 Bendigo, VIC, 3552

Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
www.afca.org.au

OR

Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001
Phone: 1300 363 992
www.oaic.gov.au