Consumer Data Right Policy

The Consumer Data Right (CDR) was introduced by the Australian Government to give consumers more choice and control over how their data is shared.

Under the Competition and Consumer Act 2010 and the Competition and Consumer (Consumer Data Right) Rules 2020 (CDR Laws), consumers can ask for their data to be securely transferred to an accredited provider so they can investigate, compare and access services more easily.  In the banking sector, this is called "opening banking".

The Australian Competition and Consumer Commission, or ACCC, is the lead CDR regulator.  You can find out more about the CDR system on the ACCC's website.

About us

Cairns Penny Savings & Loans Ltd trading as Cairns Bank (ABN 68 087 933 757) (we, us, our) is a CDR participant.  CDR participants includes data holders and accredited data recipients:

• A data holder is a business that holds consumer data and must transfer the data to an accredited data recipient at the consumer's request.
• Under the CDR system, consumers consent to a transfer of their data from a data holder to an accredited data recipient.  An accredited data recipient has been accredited by the ACCC to receive consumer data to provide a product or service.  Examples of accredited organisations include banks and other financial institutions.

We are currently a data holder.  This means we will share your data with an accredited organisation, but only when you authorise us to do so.

About this policy

Under the CDR Laws, all CDR participants must have a CDR policy that is a separate document to its Privacy Policy.  We have put together this CDR Policy to provide you with information about:

• how we manage your CDR data;
• how you can access and correct your CDR data;
• how to request general product data; and
• how you can make an inquiry or make a complaint, if needed.

All reference in this policy to data relates to data in the context of the CDR, which is called CDR data, and includes information about you such as your name and contact details, as well as detailed informtion about your use of specific product or service.  This is explained below.

Our Privacy Policy continues to govern how your personal information is managed.

We will review this CDR Policy annually and we may make changes to it from time to time (without notice to you) that are necessary for our business requirements or the law.  Our current CDR Policy is available on our webiste and in our branch.  You can request us to provide this policy to you electronically or in hard copy.

Access to your CDR data

You can authorise us to share specific CDR data we hold about you with an accredited organisation.  This specific CDR data is called your "required consumer data" under the CDR Laws, and it includes:

• customer data, such as name and contact details
• account data, such as account number, account name, opening and closing balances
• transaction data, such as date of transaction, description of transaction, categorisation of the transaction
• product specific data for a product you use, such as product name, price, product features

For example, if you apply for a home loan with a bank and they request to see the transactions on your Cairns Bank savings account as part of their credit assessment, you can authorise us to share your CDR data relating to that savings account with that bank if they are accredited to receive data under the CDR.

If you authorise us to share your CDR data, we can disclose it in a machine-readable form to the accredited organisation of your choice, who may only use it for that purpose or a limited number of other purposes which require your consent.  To make a request, please contact us by using the details listed under "Contact us" below.  You can amend or withdraw your authorisation at any time.  We will confirm your request to amend or withdraw authorisation as soon as practicable upon receipt of such a request.

We can only share your CDR data with accredited organisations (unless required by law) and if you are eligible to make a sharing request under the CDR Laws.

Access to general product data

Upon request, we will share "required product data" with you or an accredited organisation.  Under the CDR Laws, this is public information about the products and services that we offer, such as home loans, commercial and personal loans, transaction and saving accounts and term deposit accounts.  This generally includes information about the eligibility criteria, terms and conditions, price, availabilty or performance of a product.  Because this information is generic in nature, it does not specifically relate to you or identify you.

To request us to share "required product data", please contact us by using the details listed under "Contact us" below.  We can then disclose the information to the person who made the request in machine-readable form.

Voluntary data

We will only share data that we are required to share under the CDR Laws.  This means we will not share any "voluntary data".

In the future, we may accept requests from some types of voluntary data.  We may charge a small fee to cover our costs if we provide access to voluntary data, but will notify you of the fee first.

Correcting your CDR data

If you believe your CDR data is incorrect, incomplete or out of date, you can request that we update the information by using the details listed under "Contact us" below.

We will confirm that we have received your request by acknowledging as soon as possible.  We will then aim to let you know in writing within 10 business days whether we corrected your CDR data, or, if we found it to be correct, complete and current, we will let you know and explain why, and provide options available to you to escalate the matter.

If we have shared your CDR data with an accredited organisation with your authorisation, and later discovered that the CDR data we shared was not correct, we will notify you of this in writing within 5 business days.  The corrected CDR data will be shared the next time it is requested.  If you would like to receive your corrected CDR data, you can ask the accredited organisation to request it again in the manner described above.

If you would like us to update your personal information which is governed by our Privacy Policy you can contact us by phone, in the branch or by email.

Questions and complaints

If you have any questions, concerns or complaints about this CDR Policy, or our handling of your CDR data, please contact us by using the details listed under "Contact us" below.

You can make a complaint over the phone, in writing or in person, by using the details listed under "Contact us" below.  Once a complaint has been lodged, we will respond to you as soon as possible.  We will aim to deal with your complaint at the source of your complaint.  If you are not satisfied with the response you receive, please let us know and we will investigate further and respond to you.

If an issue has not been resolved to your satisfaction, you can contact the Office of the Australian Information Commissioner, or OAIC, being the primary complaints handler for the CDR system.  You can also contact our external dispute resolution scheme, the Australian Financial Complaints Authority, or AFCA.  OAIC's and AFCA's service is free to access, and their contact details are:

What to include in your complaint

When making your complaint to us, please:

• identify yourself
• include your contact details (address, email, phone number)
• the date (if you are lodging a complaint in writing)
• give any identification or reference number(s), such as your member number
• give a brief description of the matter and why you think we have mishandled your CDR data (what happened, when it happened and any consequences)
• let us know what you would like us to do to resolve the matter

Please provide as much information as possible to help us manage your complaint.

Contact us

Cairns Bank
22-24 Grafton Street, Cairns, QLD 4870
P.O. Box 5272, Cairns Qld 4870
Monday to Friday 9am - 4pm
Telephone (07) 4031 4460 (International callers +61 7 4031 4460)
Website  www.cairnsbank.com.au/contact  Email customer@cairnsbank.com.au