Complaint handling process

Question

Can you provide details about complaint types, in accordance with the CDR consumer complaints handling process?  

Answer

The ACCC expects both data holders and ADRs to have a complaints handling process in place whereby they categorise CDR consumer complaints they receive in a particular way. For example, they may categorise a CDR consumer complaint to be one that relates to the availability or functionality of the data holder’s consumer dashboard, or one that relates to a data holder not providing all the requisite information when seeking authorisation, or a privacy-related complaint, etc.

However, rather than prescribing the complaint types, the current CDR rules leave it open for the data holder to categorise their CDR complaint types to align with their own complaint handling processes and report on the number of complaints for each complaint types on this basis.