Internal Dispute Resolution process

Question

Is a Consumer Data Right (CDR) participant required to comply with the internal dispute resolution requirements in clause 5.1 of Schedule 3 of the CDR rules when handling a complaint from another CDR participant?

Answer

Currently, the CDR rules only stipulate internal dispute resolution process requirements for handling complaints from CDR consumers, and not from other industry participants.

However, we do expect CDR participants reasonably manage all complaints they receive, and note that the ACCC is able to consider complaints it receives from other CDR participants.