How can my client contact their Bank for help?
Help Centre contact details
From time to time your client may need to contact their financial institution if they have issues accessing their financial information when using Frollo.
Listed below are Help Centre contact details and webpages for the top Open Banking (CDR) providers.
If their provider is not listed below they can search for their Open Banking help pages online.
Bank Support
Clients should review their bank’s CDR Policy which details eligibility for data sharing, accounts and the type of data shared. If they cannot resolve their issue from the documentation, they'll need to contact their bank's support team for further advice, or Submit a request to contact our support team.
| Data Holder | Contact Information | CDR Policy |
| ANZ |
If you are experiencing issues, have concerns about how your data is being shared and want to know more about Open Banking, please contact us on 13 13 14 or contact your Relationship Manager. |
ANZ CDR Policy |
| Bankwest | Bankwest CDR Policy | |
| Bank of Melbourne | Bank of Melbourne CDR Policy | |
| Bank of Queensland | BOQ CDR Policy | |
| BankSA | BankSA CDR Policy | |
| Beyond Bank Australia | Beyond Banking CDR Policy | |
| CommBank |
|
CommBank CDR Policy |
| HSBC | HSBC CDR Policy | |
| ING | ING CDR Policy | |
| NAB |
|
NAB CDR Policy |
| P&N Bank | P&N Bank CDR Policy | |
| Macquarie Bank | Macquarie CDR Policy | |
| St.George | St.George CDR Policy | |
| Suncorp |
|
Suncorp CDR Policy |
| Virgin Money |
|
Virgin Money CDR Policy |
| Westpac | Westpac CDR Policy |
CDR Complaints Process
If your client thinks their Data Holder (Bank) has mishandled their Consumer Data Right (CDR) data, breached their privacy, or prevented them from sharing their data with an Accredited Data Recipient (such as Frollo) they should complain to them first, before they lodge a complaint with the OAIC or a recognised external dispute resolution scheme.
Check the business’ CDR policy, and links above for popular providers, or search the provider's website, which must explain how a consumer can make a complaint.
Your client can lodge a dispute with the Australian Financial Complaints Authority (AFCA).
They provide a fair and independent, free complaint resolution service:
Website: http://www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call) Address: GPO Box 3, Melbourne, VIC, 3001
If their complaint is about your privacy or how we handle their CDR data, they can also contact the Office of the Australian Information Commissioner:
Website: http://www.oaic.gov.au
Phone: 1300 363 992
Address: GPO Box 5218, Sydney NSW 2001