Incorrect contact information & obligations to make a communication to a CDR consumer

Several provisions in the CDR rules oblige a person to make a communication to a CDR consumer using details provided by the consumer (for example, by sending a notification to a mobile number). To ensure they can meet communication requirements, persons responsible should take reasonable steps to ensure the consumer contact information they have is accurate, up-to-date and complete.

A person would not generally fail to meet the relevant obligation if a communication was not delivered to the CDR consumer because of incorrect contact information provided by the CDR consumer (for example, if a consumer changes their mobile number without notifying a data holder). However, if a person responsible for sending a communication becomes aware it is failing to reach a CDR consumer, they must take active steps to obtain up-to-date contact information for future communications.