CX Guidelines

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(1) Disclosure of joint account data may be authorised only as permitted by the disclosure option that applies to the joint account. This may be any of the following:  (b) the co-approval option, under which joint account data may be disclosed in response to a valid consumer data request only after: (i) the requester has authorised the disclosure; and (ii) each of the relevant joint account holders has approved the disclosure;

CDR Rule 4A.5(1)(b)

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(3) The data holder may provide for the co-approval option to be available for a joint account.

CDR Rule 4A.5(3)

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(6) The disclosure option that applies to a joint account may be changed in accordance with rule 4A.7 or 4A.8.

CDR Rule 4A.5(6)

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(1) For each joint account to which this Part applies, the data holder must provide a service to each joint account holder that allows the joint account holder to: (a) change the disclosure option that applies to the account in accordance with rule 4A.7; and (b) propose a change in the disclosure option to the other joint account holders in accordance with rule 4A.8;

CDR Rule 4A.6(1)(a), (b)

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(4) If the co-approval option applies to the joint account, the data holder must, subject to subrule (5): (a) ask the requester for authorisation in accordance with rule 4.5 and Division 4.4;

CDR Rule 4A.10(4)(a)

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(4) If the co-approval option applies to the joint account, the data holder must, subject to subrule (5): (b) if the authorisation is given, invite the approval of the relevant account holders in accordance with rule 4A.11

CDR Rule 4A.10(4)(b)

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(4) If the co-approval option applies to the joint account, the data holder must, subject to subrule (5): (c) if all the relevant account holders give their approval, or are taken to have given their approval, comply with rules 4.6 to 4.7.

CDR Rule 4A.10(4)(c)

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For the purposes of paragraph 4A.10(4)(b), the data holder must, through its ordinary means of contacting each relevant account holder: (a) indicate that an accredited person has requested disclosure of CDR data that relates to the joint account on behalf of the requester;

CDR Rule 4A.11(a)

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For the purposes of paragraph 4A.10(4)(b), the data holder must, through its ordinary means of contacting each relevant account holder: (b) indicate that: (i) the requester has authorised, under Division 4.4, the disclosure of the joint account data; and

CDR Rule 4A.11(b)(i)

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For the purposes of paragraph 4A.10(4)(b), the data holder must, through its ordinary means of contacting each relevant account holder: (b) indicate that: (ii) a co-approval option applies to the joint account;

CDR Rule 4A.11(b)(ii)

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For the purposes of paragraph 4A.10(4)(b), the data holder must, through its ordinary means of contacting each relevant account holder: (c) indicate the matters referred to in paragraphs 4.23(1)(a), (b), (c), (d) and (e) so far as they relate to the request;

CDR Rule 4A.11(c)

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For the purposes of paragraph 4A.10(4)(b), the data holder must, through its ordinary means of contacting each relevant account holder: (d) ask the relevant account holder to approve or not approve disclosure of the joint account data;

CDR Rule 4A.11(d)

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For the purposes of paragraph 4A.10(4)(b), the data holder must, through its ordinary means of contacting each relevant account holder: (e) specify the time by which the data holder needs to receive any approval, and inform them that if an approval is not received by that time, the joint account data will not be disclosed;

CDR Rule 4A.11(e)

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For the purposes of paragraph 4A.10(4)(b), the data holder must, through its ordinary means of contacting each relevant account holder: (f) inform them that any relevant account holder may, at any time, withdraw the approval using their consumer dashboard (g) indicate what the effect of removing the approval would be.

CDR Rule 4A.11(f), (g)

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(1) For this rule, an approval notification is a notice given by the data holder: (a) to a relevant account holder, to inform them that the requester has given, amended or withdrawn an authorisation, or that the authorisation has expired; in accordance with the data standards.

CDR Rule 4A.14(1)(a)

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(2) The data holder must make the appropriate approval notification to a joint account holder in relation to an event mentioned in subrule (1): (a) as soon as practicable after the event occurs, unless the joint account holder has selected an alternative schedule of notifications; and (b) through its ordinary means of contacting the joint account holders.

CDR Rule 4A.14(2)

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ordinary means of contacting an account holder by a data holder means: (a) if the data holder has agreed with the account holder on a particular means of contacting the account holder for the purposes of the relevant provision—that means; and (b) otherwise—the default means by which the data holder contacts the account holder in relation to the account.

CDR Rule 1.7(1)

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Data holders MUST alert a joint account holder where an action they are about to perform may result in the other joint account holder(s) being notified. This standard applies to the authorisation flow, consumer dashboards, and the disclosure option management service where notifications to the other joint account holder(s) may be triggered. The precise wording of this notification is at the discretion of the data holder.

Notification Standards, Notifications: Joint Account Alerts, Joint account notifications: Contextual alert

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Where an account requires further actions or approvals before data can be disclosed, data holders MUST indicate this to the user visually and MUST provide an explanation of what is required or expected. This MAY, for example, be achieved with a visual icon to indicate that the account is ‘pending’. This indication MUST be accompanied by an in-context explanation to describe what the status means. This explanation SHOULD include any required actions and any specified time frames.

Authorisation Standards, Authorisation: Pending status

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In relation to the joint account alert standards in this section, data holders MAY provide further information about any services or processes in place for supporting vulnerable consumers or reporting risks of physical, psychological, or financial harm or abuse to the data holder.

Notification Standards, Notifications: Joint Account Alerts, Joint account notifications: Further information

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For the content of the approval notification, data holders MAY provide the consumer with instructions for how any relevant authorisation(s) or approval(s) can be reviewed.

Notification Standards, Alternative Notification Schedules for Joint Accounts, Joint account notifications: Notification content

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CDR Rules allow, but do not require data holders to provide a co-approval disclosure option. Data holders may want to consider offering co-approval to align with consumer expectations, as identified in CX research and concerns raised by the community.

CX Research: 2019 Phase 2, Stream 1 report; 2020 Phase 3, Round 1 and 2 report; 2020 Phase 3, Round 3 report; 2020 Phase 3, Round 6 report; Joint accounts & the Consumer Data Right (Consumer Policy Research Centre) | Submissions: Design Paper: an ‘opt-out’ data sharing model for joint accounts in the banking and energy sectors #176; Consumer Data Right rules amendments (version 3), Exposure Draft

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Data holders should refer to disclosure options using plain language. A description of the disclosure option should be provided where possible. These artefacts use 'single consent' to represent pre-approval disclosure option, 'joint consent' to represent co-approval disclosure option, and 'stop all sharing from this account' or 'data sharing disabled' to represent a non-disclosure option.

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Community consultation suggested that identifying the specific account holder may raise privacy concerns in some instances. Data holders may identify the specific account holder in relation to the relevant rules requirement, but may also deem it necessary to omit these details in certain scenarios in accordance with CDR Rule 4A.15.

CDR Rule 4A.15

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Data holders should provide instructions for how a disclosure option can be changed.

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A push notification is shown as an example notification only. Data holders must use ordinary means of contacting the relevant account holder(s) as outlined in CDR Rules 4A.11(a) and 1.7(1). A data holder may agree with the account holder on a “particular means of contacting the account holder for the purposes of the relevant provision”. Data holders are required to provide an online disclosure option management service, and may negotiate to provide joint account notifications online in line with this provision even where the consumer otherwise receives notifications via non-digital channels.

CDR Rule 4A.11(a) and 1.7(1)

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The invitation to approve data sharing (CDR Rule 4A.10(4)(b)) and the approval notification (CDR Rule 4A.14(1)(a)) can be provided in the same notification. This notification can also relate to more than 1 joint account. Where an alternative notification schedule is provided as per CDR Rule 4A.14(3), the approval notification may be omitted at the consumer's request.

CDR Rule 4A.10(4)(b), 4A.14(1)(a) and 4A.14(3)

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Data holders should include information about data sharing with the CDR.

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Data holders should provide more information about the ADR to relevant account holders. Doing so can help remove a key barrier to co-approval data sharing requests. In addition to the ADR's name, data holders should also include the ADR's accreditation number and a link to their specific page on www.cdr.gov.au/find-a-provider for accreditation verification purposes.

CX Research: 2019 Phase 2, Stream 1 report; 2020 Phase 3, Round 3 report

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Data holders should provide a pathway for relevant account holders to find out how their data will be handled by the data recipient.

CX Research: 2020 Phase 3, Round 1 and 2 report; Joint accounts & the Consumer Data Right (Consumer Policy Research Centre)

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Where there are multiple joint accounts, data holders should provide a way for the relevant account holder(s) to select which joint accounts they approve for data sharing.

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Data holders should inform the requester when approval has been given by the relevant account holder(s).

10 Usability Heuristics for User Interface Design: Visibility of system status (Nielsen)

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Data holders can refer to accounts using recognised nicknames, icons, account numbers, and account type. They can also include information on other elements the account may refer to such as any related plans, services, properties, numbers, and products.

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