CX Guidelines

01

(1) When asking a CDR consumer to authorise the disclosure of CDR data, or amend a current authorisation, a data holder must give the CDR consumer the following information about the authorisation or amendment: (a) subject to subrule (2), the name of the accredited person that made the request;

CDR Rule 4.23(1)(a)

3AU.00.01

02

When asking a CDR consumer to authorise the disclosure of CDR data or to amend a current authorisation, the data holder must not do any of the following: (a) add any requirements to the authorisation process beyond those specified in the data standards and these rules; (b) provide or request additional information during the authorisation process beyond that specified in the data standards and these rules; (c) offer additional or alternative services as part of the authorisation process; (d) include or refer to other documents.

CDR Rule 4.24

3AU.00.02

03

(1) When asking a CDR consumer to authorise the disclosure of CDR data, or amend a current authorisation, a data holder must give the CDR consumer the following information about the authorisation or amendment: (c) the types of CDR data for which the data holder is seeking an authorisation to disclose;

CDR Rule 4.23(1)(c)

3AU.02.03

04

(1) When asking a CDR consumer to authorise the disclosure of CDR data, or amend a current authorisation, a data holder must give the CDR consumer the following information about the authorisation or amendment: (b) the period of time to which the CDR data that was the subject of the request relates;

CDR Rule 4.23(1)(b)

3AU.02.04

05

(1) When asking a CDR consumer to authorise the disclosure of CDR data, or amend a current authorisation, a data holder must give the CDR consumer the following information about the authorisation or amendment: (e) if authorisation is being sought for disclosure over a period of time―what that period is;

CDR Rule 4.23(1)(e)

3AU.02.05

06

(1) When asking a CDR consumer to authorise the disclosure of CDR data, or amend a current authorisation, a data holder must give the CDR consumer the following information about the authorisation or amendment: (d) whether the authorisation is being sought for: (i) disclosure of CDR data on a single occasion; or (ii) disclosure of CDR data over a period of time of not more than 12 months; Note: While certain consents by a CDR business consumer can have a period of 7 years, a corresponding authorisation cannot be for more than 12 months before renewal under subparagraph (1)(d)(ii).

CDR Rule 4.23(1)(d)

3AU.02.06

07

(1) When asking a CDR consumer to authorise the disclosure of CDR data, or amend a current authorisation, a data holder must give the CDR consumer the following information about the authorisation or amendment: (f) a statement that, at any time, the authorisation can be withdrawn;

CDR Rule 4.23(1)(f) | CX Research 30, 32

3AU.02.07

08

(1) When asking a CDR consumer to authorise the disclosure of CDR data, or amend a current authorisation, a data holder must give the CDR consumer the following information about the authorisation or amendment: (g) instructions for how the authorisation can be withdrawn.

CDR Rule 4.23(1)(g) | CX Research 30, 32

3AU.02.08

09

(1) A CDR consumer who has given an authorisation to a data holder to disclose particular CDR data to an accredited person may withdraw the authorisation at any time: (a) by using the data holder’s consumer dashboard; or (b) by using a simple alternative method of communication to be made available by the data holder for that purpose.

CDR Rule 4.25(1) | CX Research 30, 32

3AU.02.09

10

(2) If the withdrawal was in accordance with paragraph (1)(b), the data holder must give effect to the withdrawal as soon as practicable, and in any case within 2 business days after receiving the communication. Note: This subrule is a civil penalty provision (see rule 9.8).

CDR Rule 4.25(2)

3AU.02.10

11

For paragraph 56ED(7)(b) of the Act, the CDR entity must make its CDR policy readily available through each online service by means of which the CDR entity, or a CDR representative of the CDR entity, ordinarily deals with CDR consumers.

CDR Rule 7.2(8)

3AU.02.11

12

Data holders MUST allow the consumer to select which of their accounts to share data from if the data request includes account-specific data and if there are multiple accounts available. The Data holder MAY omit this step if none of the data being requested is specific to an account (e.g. Saved Payees).

Authorisation Standards, Authorisation: Account selection | CX Research 9

3AU.01.12

13

Data holders MUST show which accounts the data is being shared from prior to confirming authorisation if the data request includes account-specific data. The data holder MAY omit this information if none of the data being requested is specific to an account (e.g. Saved Payees).

Authorisation Standards, Authorisation: Account confirm

3AU.02.13

14

Data Recipients and Data Holders MUST use data language standards to describe data clusters and permissions in consumer-facing interactions. See the Banking Language section for language to be used when requesting banking data; and the Energy Language section for language to be used when requesting energy data. Data language standards MUST be used when CDR data is being requested, reviewed, or access to such data is withdrawn. Data Recipients and Data Holders MUST use the appropriate data standards language for business consumers as denoted with an '*' for the relevant data. Data Recipients and Data Holders SHOULD expand on the proposed language where appropriate to communicate further details of what is being shared. Additional details MAY include additional information in context, such as in-line help or tool tips, and/or additional permissions where they may exist. Examples of permission details that MAY be used and provided as in-line help are denoted with an '†' for the relevant data.

Data Language Standards: Common, Data Language Standards: Language to be used

3AU.02.14

15

CDR Rules 4.23(1)(a) and (2) require data holders to refer to the accredited person's name using the legal entity name held in the Register during Authorisation.

CDR Rule 4.23(1)(a) and (2) | 10 Usability Heuristics for User Interface Design: Match Between the System and the Real World (Nielsen)

3AU.02.15

16

Data holders can meet CX Standard on Authorisation: Account confirm with the account selection step only. The selected accounts do not need to be displayed again on the final confirmation page.

3AU.02.16

17

For the purposes of CDR Rule 4.23(1)(b), data holders could refer to: • the earliest holding day as specified in the designation instrument; • a more recent date where the data has a shorter historical range. Note 1: For banking sector details on historical data access, refer to Schedule 3, Rules 3.2 (4) and (5), noting the earliest holding day specified in the Authorised Deposit-Taking Institutions designation instrument being 1 January 2017. Note 2: For energy sector details on historical data access, refer to Schedule 4 Rule 3.2(2)(b)(iii), noting the earliest holding day specified in the Energy Sector designation instrument of 1 July 2018. Note 3: A generic date may not be meaningful to a consumer whose data has a shorter historical range. For example, if a consumer only opened an account with a Data Holder on 10 February 2021, a Data Holder may wish to present this more precise and meaningful date for the purposes of 4.23(1)(b).

3AU.02.17

18

Data holders should use plain language phrases such as 'stop sharing' to refer to how a consumer can withdraw authorisation.

CX Research 29

3AU.02.18

19

In addition to providing withdrawal instructions, data holders should provide instructions for how to review sharing arrangements.

CX Research 20

3AU.02.19

20

Data holders should include their CDR policy in the Authorisation flow.

3AU.02.20

21

Data holders should use terms that align with equivalent authorisation actions already in use in their digital experiences. The chosen language should clearly communicate a final affirmative action to mitigate user error. CX research suggests that terms like 'confirm' and 'authorise' successfully and meaningfully communicate the final affirmative action.

10 Usability Heuristics for User Interface Design: Error prevention (Nielsen)

3AU.02.21

22

Data holders should redirect the consumer back to the data recipient following the final affirmative action.

3AU.02.22

23

Data holders should provide a CDR receipt to the consumer after they have authorised to share data. The receipt should provide the consumer with a record of their sharing arrangement, including details that relate to the authorisation. The CDR receipt should be given in writing and available through the data holder consumer dashboard.

CX Research 20

3AU.02.23

24

If a scenario requires it, Data Holders and Data Recipients MUST merge and amend Basic and Detailed data cluster and permission language to show that Detailed scopes include Basic data. Data Holders and Data Recipients MUST use the alternative language denoted with an '‡' for the relevant scope(s). See the Banking Language section for banking data and the Energy Language section for energy data. Example: A Data Recipient presents the Detailed data cluster in a data request to a consumer, but does not present the Basic data cluster. The Detailed scope includes Basic data, but this is not apparent to the consumer based on the data cluster language and permissions used for the Detailed scope.

Data Language Standards: Common, Data Language Standards: Detailed scope requests

3AU.02.24

25

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.

3AU.01.25

26

If an authorisation to disclose particular CDR data to an accredited person is withdrawn or otherwise expires, the data holder must notify the accredited person in accordance with the data standards. Note: This rule is a civil penalty provision (see rule 9.8).

CDR Rule 4.26A

3AU.02.26

27

Data holders MAY include additional functionality to support account discovery and selection where further navigation or interaction is required to view all accounts. This may, for example, include search, sort, filter, scroll, grouping, and pagination, or other controls in line with existing consumer experiences. Any such functionality MUST NOT introduce unwarranted friction. Note: Unwarranted friction should have regard to CDR Rule 4.24 and is considered to include the addition of any requirements beyond normal data holder practices for an equivalent account selection process.

Authorisation Standards, Authorisation: Account selection functionality

3AU.01.27