Reporting of Complaints

Record and report Complaint window 

The DSB encourages data holders to record all CDR consumer complaints received and resolved, including those resolved within 5 business days.

Complaint reports to the ACCC and OAIC

CDR participants are no longer required to report to the ACCC and the OAIC on the number of complaints they receive from other CDR participants. The reporting forms have been updated to reflect these changes and the associated definitions, making it clear that reporting on the number of complaints received by other CDR participants do not need to be included in these reports. 

Product Reference Data Consumer Complaints

CDR product data complaints are not CDR consumer complaints, they are defined in the rules as 'an expression of dissatisfaction made to a data holder about its required product data or its voluntary product data for which a response or resolution could reasonably be expected. Any person, including a CDR consumer, can make a product data complaint. 

References

• Participant Complaints: verification of CDR Participants (ACCC)
• Consumer access to copies of records (ACCC)
• Record and report complaint window (ACCC)
• Product Reference Data (PRD): Consumer Complaints (Archive)