Up is designed, developed and delivered through a collaboration between Ferocia Pty Ltd ABN 67 152 963 712 and Bendigo and Adelaide Bank Limited ABN 11 068 049 178, AFSL and Australian Credit Licence No 237879. Up is a software application (“Up”) provided by Up Money Pty Ltd ACN 624 373 084 (“Up Money”), a subsidiary of Bendigo and Adelaide Bank Limited.
This Consumer Data Right Policy applies solely to Up Money.
Up Money (“We / Us”) recognises the importance of protecting your privacy and managing your data in an open and transparent manner. We appreciate that the success of our business is largely dependent on a relationship of trust being established and maintained with past, current and prospective customers and other individuals with whom we conduct business.
This Policy sets out how We will manage your data in accordance with the Consumer Data Right. It also outlines how you can request access to or correction of your data and our complaints process.
The Consumer Data Right (“CDR”)
The CDR gives you the right to share your banking data with participants who are accredited under the CDR (Accredited Data Recipients). It is an opt-in system that gives you greater control over how your data is handled making it easier for you to access products and services.
Using the CDR facilitates the automated, secure sharing of your data only with your express consent. This means you can choose to share your existing banking data—such as your transaction history, interest rates and account balances—with other banks or Accredited Data Recipients. For example, you might opt to securely share your transaction data with an external budgeting tool provider.
The CDR requires that We provide access to data about products We offer including data about the features and descriptions of our products, interest rates, fees and charges and eligibility criteria.
Product data is publicly available information that can only be consumed by specialized software systems. This data can be used by businesses—such as comparison websites—to compare products on the market.
We do not charge a fee for access to product data.
Data made available under the CDR
CDR data We hold about you that we are required to make available includes:
- Your name
- Your contact details (address, phone number, email address)
- Your account data, including your account number, accounts balances, scheduled payments and payees
- Your transaction records, including dates, amounts, descriptions and other parties involved
- Information about products you hold with Us
Up CDR data includes transactions dating back to the time your accounts were created with Us. We won’t share your CDR data without your consent.
How to access your Up CDR data
You can opt to share your Up CDR data with an Accredited Data Recipient, so that they can provide goods or services to you based on your data.
- The Accredited Data Recipient is first required to seek your consent via their website (or app).
- The Accredited Data Recipient will redirect you to Up, where We’ll ask you for your registered mobile number.
- We’ll send you a One Time Password, which you can access through your registered Up app.
- Note: We will never ask you to provide your registered mobile number or passcode to a third party. Always log in to your Up account via the Up app.
- We’ll ask you to select which accounts you wish to share data from and We’ll confirm the data that the Accredited Data Recipient has requested, including the time period for which your data will be shared.
- You have the option to confirm or decline any request to share CDR data with an Accredited Data Recipient.
- Finally, you are redirected back to the Accredited Data Recipient’s website (or app).
- Note: Details of any CDR data you have opted to share can be viewed and managed in the Up app. Navigate to “Up”, then to “Data Sharing”.
Correction of your Up CDR data
In most cases you will be able to correct data held by Us in the Up app.
If you believe data We hold about you is inaccurate, out of date or incomplete, you should contact us by:
Within 10 business days after your request, We will either:
- Update your data that is inaccurate, out of date or incomplete. In some cases We may request you provide Us with supporting documentation to amend the data we hold about you; or
- If We do not agree that your data is inaccurate, out of date or incomplete, We will give you written notice including the reasons why we do not agree with you and how you can make a complaint.
How to make a complaint
If you have concerns or wish to make a complaint regarding the handling of your data by Us, you can make a complaint by contacting our Customer Support Team. The best place to start is by using “Talk to Us” in the Up app. You can also call us on 1300 002 258 or e-mail us at firstname.lastname@example.org. Please provide Us with as much detail as possible about your complaint.
- We will acknowledge receipt of your complaint as soon as possible
- We will promptly investigate your complaint and notify you of the outcome
- We aim to resolve your complaint within 45 days
- We will inform you in writing about our decision
If your complaint has not been resolved, you can then escalate to our Customer Advocate by:
- Telephone — 1300 139 572 (overseas +61 3 5485 7919) — between 8:30am and 5pm (AEST/AEDT), weekdays.
- E-mail — email@example.com
- Post — in writing to Customer Advocate, P.O. Box 480, Bendigo, VIC 3552
If you are not satisfied with the response provided by us, you may refer your complaint directly to the relevant External Dispute Resolution scheme:
Australian Financial Complaints Authority
GPO Box 3, Melbourne Vic 3001
Office of the Australian Information Commissioner
GPO Box 5218, Sydney NSW 2001