CBA has entered into an amended Enforceable Undertaking with the Australian Communications and Media Authority (the ACMA) and paid a $7.5 million fine for breaches of certain provisions of the Spam Act.
CBA cooperated fully with the ACMA’s investigation.
The investigation found that between November 2022 and April 2024 CBA incorrectly classified a significant number of electronic customer messages, which led to those messages being sent without a functional unsubscribe facility, or without consent.
CBA is entering into the undertaking as part of its ongoing engagement with the ACMA. To lead this important work, Leif Gamertsfelder has taken on the new role of Executive General Manager Customer Communications Review, reporting to Ms Macleod.
CBA says it is continuing to review and strengthen its systems, processes, and controls to support ongoing compliance with the Spam Act. An independent consultant will make recommendations for improvements to CBA’s procedures, policies, training, and systems relevant to CBA’s compliance with the Spam Act.
