If you need to speak with us
The quickest way to contact Customer Care is by logging into the Volt app, heading to Settings and choosing Contact Volt under Support.
If you are unable to log into the Volt app, you can contact Customer Care on 13 VOLT (13 8658) if you’re in Australia. If you’re overseas, you can reach us at +61 2 8294 8474. Our line is open from Monday to Friday, from 8 am to 8 pm Sydney time.
To contact us outside these hours on anything about data sharing or Open Banking, email us at firstname.lastname@example.org.
Frequently asked questions about data sharing
Open Banking is a way for you to share your banking data electronically with other services, banks and organisations. It is part of the new Consumer Data Rights law (CDR) introduced by the Australian Government in 2018. The CDR law aims to give customers greater control of their valuable data.
As a customer of Volt, we hold data about you when you bank with us. That data is yours.
With Open Banking, you can choose to share your data electronically with, say, another bank when applying for a loan. Not only will it save you time, that data might show that you have been able to put money aside and save it consistently. The savings habit you’ve demonstrated could provide some evidence for how much you can afford to repay your loan.
Your data can only be shared through Open Banking with organisations that have been accredited by the Australian Consumer and Competition Commission (ACCC). These accredited organisations must meet the required privacy and security standards to collect and use your banking data.
What’s more, all the steps you need to take to set up data sharing between the accredited organisation and Volt (or any other organisation that holds your data, for that matter) have to be done securely to meet those standards.
You can check if an organisation asking for access to your data is accredited by checking the list of Current providers on the Consumer Data Right website at www.cdr.gov.au/find-a-provider
Sharing your data from Volt starts with an accredited organisation asking you to provide consent to have access to that data. For example, you might be using an app from the accredited organisation to help you with budgeting or the comparison of alternative offerings.
Once you have provided your consent to the accredited organisation, you'll be taken to Volt where you can set up and confirm the type of data you want us to share, and for how long your data will be shared.
Here's an outline of how you confirm your consent:
- You will need to enter your Volt customer number. You can find this in your Volt app by going to Settings and choosing Data sharing.
- Once you've entered your Volt customer number, we will send you a One Time Password (OTP) to the mobile number that you have registered with us.
- You will be able to select the Volt accounts that you want to share, and review/confirm the details that you want to share.
You are then taken back to the accredited organisation where you started.
If you are unsure and would like to check if the organisation asking to access your data is an accredited organisation, you can check the list of Current providers on the Consumer Data Right website at www.cdr.gov.au/find-a-provider
We send the One Time Password to the mobile number that you have registered with us.
You can find your registered mobile number in the Volt app by going to Profile and choosing Contact details. If you need to update your mobile number, tap it onscreen and you’ll be invited to contact us – we’ll help you get sorted.
Once you have updated your details, head back to the accredited organisation to re-start the data sharing consent process.
The types of information you can share through Open Banking is being introduced in stages.
Right now, you can share the following information from your existing Volt Save and Spend (that is, not closed or suspended):
- Name and occupation: just your name, as we do not collect or keep information about your occupation (contact details will come later)
- Account name, type and balance: name of account, type of account and account balance
- Account balance and details: name of account; type of account; account balance; account number; interest rates; fees; discounts; account terms; account mail address
- Transaction details: incoming and outgoing transactions; amounts; dates; descriptions of transactions; who you have sent money to and received money from (e.g. their name)
More information types, including those for closed accounts, will be introduced later.
The types of data you can share through Open Banking is being introduced in stages. For now, we are not required to share data with respect to:
- a joint account;
- an account that is closed;
- direct debits;
- scheduled payments;
- customer contact details; or
- customer account numbers and features
Also, we cannot share data:
- if we consider it is necessary not to share data to prevent physical or financial harm or abuse;
- if we reasonably believe the data would have a negative impact on the security, integrity or stability of our information and communication systems;
- about an account that is blocked or suspended; or
- if the law does not allow us to share that data.
When you set up your data sharing with the accredited organisation, you will be informed of how long your data sharing consent will last. The consent could be on-going for a period of time, or it could be a once-off. The maximum period you can specify is 12 months, whilst each data sharing consent you set up will have its own sharing period.
At the end of a consent period, we will notify you so that you can review and, if you wish, renew the consent and continue to share your data.
You can also revoke your consent and stop sharing your data at any time. For instructions, see How do I stop sharing my data if I change my mind?
You can review details and stop sharing your data anytime by going to Settings in the Volt App. Tap on Data sharing, and then Customer number to copy those details, which you will need to manage consent.
Next, tap on Manage consent to go to the Volt data sharing portal, where you can use your customer number and One Time Password (OTP) to log in.
From there, you can review all the data you have asked us to share for you as a list of consent receipts. Tapping on each receipt will show you more detail of what’s been shared, and give you the option to revoke your consent and stop sharing that data.