Number of CDR consumer complaints received for each complaint type

Question

What does reporting on the ‘number of CDR consumer complaints received for each complaint type, in accordance with your complaints handling process’ means?

Answer

We anticipate that data holders and accredited data recipients (ADRs) would have a complaints handling process in place whereby they categorise CDR consumer complaints they receive in a particular way. For example, a data holder or ADR 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 not providing all the requisite information when seeking authorisation or consent, or a privacy-related complaint, etc. However, rather than prescribing the complaint types, the current CDR rules leave it open for the data holders and ADRs 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.