As a part of Division 9.3-Section 9.5 Requests from CDR consumers for copies of records:
A data holder on receiving a request for copies of certain records must provide a report to the CDR Consumer.
For the complaints records requested under this rule, could you please clarify :
1) the Complaints data details expected to be shared by the data holder to the consumer in the report?
2) a previous article mentions the information to be captured by a data holder when dealing with a copies of records request by a customer, Are the same data details expected to be shared in the report?
Rule 9.5 allows a CDR Consumer to request from a data holder copies of records relating to particular information that relates to the CDR Consumer, including ‘CDR complaint data’ records.
Rule 9.3(1)(f) requires a data holder to maintain ‘CDR complaint data’ records, and ‘CDR complaint data’ is defined in rule 1.7 of the Rules. CDR complaint data is statistical information about complaints rather than records of complaints themselves. For this reason, when a data holder receives such a request under rule 9.5, it does not need to provide a copy of the complaint itself.
However, a data holder will be required to provide copies of records relating to CDR complaint data as it relates to the CDR consumer. Such records should include the details for each of the relevant items set out in the ‘CDR complaint data’ definition in rule 1.7. The previous article provides one example of what form these records may take when they are provided to the CDR Consumer in response to a request (e.g. relevant complaint logs as they relate to the CDR Consumer).
The following article may also be of use: