Goodwill and remediation program for customers with certain accounts who were unable to share data via the Consumer Data Right  

The Consumer Data Right (CDR) is a secure way for customers to share certain data that is collected about them with organisations accredited by the Australian Competition and Consumer Commission (ACCC) and other trusted providers.

CBA has identified that data sharing was not enabled for certain CommBank accounts accessed using CommBiz or NetBank. As a result, affected customers were unable to share data via the CDR. CBA self-reported this issue to the ACCC and cooperated with the ACCC’s subsequent investigation. We have now enabled many of the affected accounts and anticipate that all affected accounts will be enabled for data sharing by 30 September 2026.

We apologise to customers affected by this issue and we are undertaking a goodwill and remediation program to make things right.

CBA is also undertaking a separate remediation program for accredited organisations that have been impacted by this issue. We will be contacting any organisations that meet the eligibility requirements for that program with further details.

You may be eligible for a goodwill and/or remediation payment if:

• ·you hold, or held at any time since 1 November 2021, or are or were authorised to transact on, one of the following CBA accounts:
  • accounts where at least one account holder is listed under a trading name (for example, ABC Pty Ltd trading as 'ABC Solutions');
  • jointly held accounts involving two or more persons trading under their own names;
  • jointly held accounts where at least one account holder is a trust or a business;
  • accounts accessible via CommBiz held by at least one individual or sole trader;
  • accounts where funds are held by at least one account holder on behalf of another person;
  • market rate loan facilities;
• CBA was required to enable consumer data sharing for your account(s); and
• you tried to share data for that account via the CDR but couldn’t do so because data sharing was not enabled.

Eligible customers who lodged a complaint with CBA about being unable to share data prior to 21 January 2026, will receive a $700 goodwill payment if CBA has sufficient evidence that you were unable to share data.

Eligible customers who can provide evidence that they experienced loss because data sharing was not enabled may submit a remediation claim. 

CBA has identified customers that may be eligible and, from 19 January 2026, we will email the nominated contact person for the affected account(s) (provided that CBA has sufficient contact information to do so) to explain how the goodwill payment will be paid and the process and requirements for making a remediation claim.

If you believe you are eligible, but have not received an email from us by 14 February 2026, please contact our Customer Call Centre on 1800 071 978 and we will review your eligibility for the goodwill payment and/or remediation.

All claims must be submitted by 30 November 2026.

If you can provide evidence that:

• you tried to share data for an eligible account but could not do so; and
• you suffered loss as a result,

we will review your claim.

If you have already received a $700 goodwill payment, you will only be eligible for a remediation payment if you can provide evidence that you have suffered loss greater than this amount.

We will consider both financial and non-financial loss (such as inconvenience), subject to limits equivalent to those set by the Australian Financial Complaints Authority (AFCA). Information about the compensation limits applied by AFCA is available at https://www.afca.org.au/about-afca/publications/how-we-resolve-complaints-and-our-rules.

We will let you know the outcome within 21 days of receiving all required information.

If approved, we aim to make payment within 5 business days of our decision.

We want to make things right. If there's a problem with your remediation assessment or if you have other concerns that we can't resolve, it's important we hear about it.

You can make a complaint:

• Online https://www.commbank.com.au/support/compliments-and-complaints.html#complaints
• by calling us on 1800 805 605 from Australia or +61 2 8055 7460 from overseas (8am – 8pm, Monday – Friday, Sydney/Melbourne time)
• visiting one of our branches; or
• writing to our complaints team (no need to use a stamp) at:
  CBA Group Customer Relations
  Reply Paid 41
  Sydney NSW 2001

If you are unhappy with the outcome of your complaint, you can contact AFCA, an external dispute resolution service, using the details below.

Phone: 1800 931 678
Email: [email protected]
Mail: AFCA, GPO Box 3, Melbourne VIC 3001
Web: http://www.afca.org.au