CDR Policy

About this policy

This policy has information about how Bank First deals with data under the Consumer Data Right (CDR) regime. This policy only applies to data under the CDR regime (CDR Data). Bank First will manage CDR data in compliance with our Privacy Policy. For information about how we collect, use, hold, disclose and secure your personal information under Privacy Laws, see our Privacy Policy at https://www.bankfirst.com.au/privacy-policy.

About the CDR

The Consumer Data Right was introduced by the Federal Government to give customers rights to their data.  Under the CDR legislation, you can request access to and correct CDR Data about you. You can also authorise us to share this data with accredited persons.

How you can access and/or correct your CDR Data

You can request access to your CDR Data at any time. You can request access to your CDR Data directly, or you can authorise an accredited person to do so on your behalf.

If the CDR Data we hold is incorrect, you can ask us to correct it.

You can make a request by contacting us, by visiting one of our branches or by telephone. Contact details can be found at this link on our website at https://www.bankfirst.com.au/about-us/contact-us

If you are an individual, you may also be able to access and/or correct CDR Data that is your personal information. See our Privacy Policy https://www.bankfirst.com.au/privacy-policy for more information on how you can seek to access and/or correct your personal information.

Disclosing CDR Data

We will only disclose CDR Data to an accredited person if you have authorised us to do so.

We will only disclose CDR Data as required under the CDR regime or to otherwise comply with the law. We will not accept any requests for disclosure of voluntary data.

Making a complaint

If you are unhappy with the way that we have dealt with your CDR Data, you can access our internal dispute resolution scheme at any time without charge. You can make a CDR complaint in the following ways:

  • In person at one of our branches
  • By calling us on 1300 654 822
  • By email at info@bankfirst.com.au
  • In writing to Head of Customer Contact, Bank First, 117 Camberwell Road, Hawthorn East VIC 3123.

When you make a complaint, you will need to let us know your full name, contact details, a short description of your complaint and your desired resolution. 

We aim to acknowledge your complaint within 2 business days. We will investigate your complaint and contact you if we need more information. Most complaints will be resolved within 21 days but some complaints may take up to 45 days to resolve. 

How your complaint is resolved will depend on your complaint.

We are also a member of the Australian Financial Complaints Authority (AFCA). If you are not satisfied with how we handled your complaint, you can take your matter there.

Australian Financial Complaints Authority

Post: GPO Box 3 Melbourne VIC 3001
Phone: 1800 931 678
Website: www.afca.org.au

If your complaint is about your privacy or how we manage your Consumer Data Right data, you can also contact the Office of the Australian Information Commissioner. 

Website:  www.oaic.gov.au
Phone: 1300 363 992
Postal: GPO Box 5218, Sydney NSW 2001