Describes the data available for you to share, how to share your data, what we do with the data we collect, and how to make a complaint.
This policy describes what data will be available for you to share, how to share your Unloan data, what we do with the data we collect, and how to make a complaint.
To save a copy of this policy, use the print function of your browser. If you’d like a PDF copy, please email firstname.lastname@example.org. We will send this to you free of charge.
The CommBank Group provides a wide range of banking and financial services. For more information about the Group, including a complete list of Group members, see CommBank's latest Annual Report, available at commbank.com.au/shareholders. Unloan is a division of CommBank offering mortgage lending products.
This Consumer Data Right Policy only applies to Unloan, a division of the Commonwealth Bank of Australia.
In this policy:
The Consumer Data Right (CDR) was introduced by the Federal Government to provide customers with rights to access specified data that relates to them (CDR data) held by organisations (data holders); and allow them to authorise the sharing of that external CDR data to other third parties (accredited data recipients). Unloan is a data holder under the CDR.
What does this mean?
CDR is jointly regulated by the Australian Competition and Consumer Commission (ACCC) and the Office of the Australian Information Commissioner (OAIC). The legislative framework includes the Competition and Consumer Act 2010 and the Competition and Consumer Rules 2020 (CDR legislation).
This policy describes your rights under the CDR legislation.
Sometimes we update our CDR policy. You can always find the most up-to-date version on our website, and you can ask us to send you a copy of the latest version.
Your privacy and the security of your information is important to us. We protect your information and aim to be clear and open about what we do with it. We adhere to the security and privacy requirements set out in the CDR legislation. Some of the ways we keep your information secure are:
As a data holder under the CDR legislation, we are required to make available specific sets of data for sharing:
You can choose to share your Unloan CDR data with an accredited data recipient so they can provide you with a product or service (like a budgeting tool).
How does this work?
Important things to note:
If any of your Unloan CDR data is incorrect, contact your Unloan lender or email us at email@example.com to ask us to correct it.
Within 10 business days, we’ll let you know in writing whether we corrected your Unloan CDR data or if we found it to be accurate, up to date, complete and not misleading. We may instead provide you with a notice of why we thought a correction was unnecessary or inappropriate. There are no fees for this service. You can see your latest data sharing details anytime by going to Settings and selecting Data Sharing.
We’ll notify you when you’ve set up or stopped data sharing. If we shared incorrect Unloan CDR data with an accredited data recipient, we’ll let you know as soon as possible. We’ll also tell you who we shared the incorrect data with, the date it was shared and how to ask us to share the corrected Unloan CDR data.
If you’d like to raise an issue or complaint, check out the How we deal with complaints section below.
We want to make things right. If there’s a problem with how we handle your CDR data, it’s important we hear about it so we can make it right.
We will take your complaint seriously, work with you to address your complaint, and try to find a solution that's fair and reasonable.
Please tell us:
We’ll acknowledge your complaint
Most complaints can be resolved soon after we receive them or within days.
We’ll let you know we’ve received your complaint (generally by the next business day), give you a reference number, and let you know the name and contact details of the person who’s handling it.
We’ll assess the information and work with you to find a fair outcome
We’ll assess the information you give us, investigate the issues further at our end if we need to, and work with you to find a fair solution.
We’ll aim to provide a final response to your complaint as quickly as we can. If we're unable to provide you with a final response within 30 days, we'll tell you the reason for the delay, give you a date you can expect to hear an outcome, and continue to update you on our progress.
If your complaint relates to electronic payments, financial hardship, or the postponenent of enforcement proceedings, we’ll aim to respond within 21 days. If we’re unable to respond in time, we’ll let you know why.
You can lodge a dispute with the Australian Financial Complaints Authority, an external dispute resolution body. AFCA provides a fair and independent complaint resolution service which is free for customers to access:
Phone: 1800 931 678 (free call)
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
You can also contact The Office of the Australian Information Commissioner if your complaint is about your privacy or how we handle your Consumer Data Right (CDR) data:
Phone: 1300 363 992
Office of the Australian Information Commissioner
GPO Box 5218, Sydney NSW 2001
To learn more about our complaints process, how we work with you to resolve your complaint and what you can do if you’re not happy with the outcome, see our complaints process at unloan.com.au/important-information/complaints-policy
If you have a question about our CDR Policy or need help, email us at firstname.lastname@example.org and we’ll be happy to help.