Applicability

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Richard Taylor, managing director of Digital Balance, a Melbourne-based DX agency sees wide applicability across sectors given the prevalence already of automated decisioning. “Health, finance, insurance, even retail and ecommerce. That includes things like loyalty rewards or access to exclusive offers.”

The business process implications of the Act are wide-reaching. “Can you explain to your customers how the decision was made and what data was used to make that decision? For example, they could specifically ask what was it about my loan history that led you to the decision.”

Taylor also sees a resource crunch, not only for brands but for regulators. “It’s going to be a lot easier to make a complaint, but at the same time the Privacy Commissioner has said their budgets have been reduced and their staffing has been reduced.”

For now, Taylor is cautious about the kind of work Digital Balance does honduras mobile phone numbers database around automated decisioning, preferring to focus on practical implementation matters for clients, rather than matters of policy “We want to stay away from those systems. We could say, yes you can use this engine, like Bupa was using Pega and Tealium combined to make the [decisioning] engines. We help them implement those systems, but we don’t actually help make the rules for those systems.”