Find answers to frequently asked questions about our new Your Credit & Identity technology platform and how it impacts you

 

I have a paid subscription to Equifax, so what’s changing?

If you have a yearly subscription to the My Credit Alert service through www.mycreditfile.com.au, there are no changes.

If you have a monthly or yearly subscription with Your Credit & Identity service through www.equifax.com.au, we plan on upgrading this service to a new technology platform (New Site) on Monday 1st February 2021. Some of the upgrades include:

  • A new membership portal that works seamlessly on mobile, tablet and desktop devices
  • Improvements to the design and layout of the membership portal, creating a more intuitive and easier-to-use customer experience
  • Enhanced self-service capabilities to help manage your account
  • Upgrades to the Help Centre to find answers to your most common questions

As a result, the Your Credit & Identity service will be in a read-only mode as we upgrade the services to the New Site between Saturday 23rd January 2021 and Sunday 31st January 2021.

 

What happens between Saturday 23rd January 2021 and Sunday 31st January 2021?

The Your Credit & Identity service will be in a read-only mode as we upgrade the services to the New Site. This means you can still login, however you will not be able to make changes to your subscription or order additional credit reports. Credit alerts and Identity Watch alerts will not be delivered during this period. If your membership renews during this time, you will not be charged until the New Site is available.

 

What happens with the alerts that are not delivered between Saturday 23rd January 2021 and Sunday 31st January 2021?

Any alerts triggered between 23rd January 2021 and 31st January 2021 will be made available to you in the New Site. It may take up to 2-3 days from the date your access for all alerts triggered in the read only period to be enriched in the New Site, so you can expect to see these on or about 1st February.

 

Why is there a read-only period?

The Your Credit & Identity service will be in a read-only mode as we upgrade the services to the New Site between Saturday 23rd January 2021 and Sunday 31st January 2021.

 

When do I get access to the New Site?

We plan to launch the New Site on Monday 1st February 2021.

 

How do I access the New Site?

There will be no change to how you login. Simply visit www.equifax.com.au, click ‘Login’ (top right corner) then select Your Credit and Identity' and you will automatically be taken to the new login screen.

 

What services are available during the read-only period?  

You can still login to view your subscription including credit reports, credit alerts and Identity Watch alerts that were generated prior to Saturday 23rd January 2021. However, you will not be able to change your subscription or order additional credit reports during the read-only period. Credit alerts and Identity Watch alerts will not be delivered during this period. If your membership renews during this time, you will not be charged until the New Site is available.

 

What happens when I log in to the New Site?

When you login to the New Site for the first time, you will be asked to reset your password. Once logged in, you will get access to all the features as part of your subscription.

 

Do I need submit my personal details again on the New Site?

No. Between Saturday 23rd January 2021 and Sunday 31st January 2021 your subscription will be migrated to the New Site. This means that when the New Site launches, you just need to login to the New Site without the need to register your details again.

 

What happens if I go through the sign-up process on the New Site?

If you go through the sign-up process on the New Site, you will be attempting to buy a second subscription. Given you already have a current subscription, you will likely encounter issues in trying to doing this.

To ensure this does not happen, simply login to the New Site when this becomes available.

 

Am I able to cancel my subscription?

You are able to cancel your subscription at any time. If you cancel before your annual subscription period ends you are entitled to a pro rata refund of the part of the subscription fee paid by you that relates to the unused portion of your subscription. For customers on a monthly subscription if you cancel your membership the membership fee for that month will not be refunded.

You can to https://www.equifax.com.au/contact to submit your request or you can call us on 13 8332 (select option 2).

During the read-only period when the services are being upgraded, Equifax will be unable to process any cancellations. If you submit a cancellation request during the read-only period Equifax will process the cancellation when the New Site becomes available.

 

What if I need to get a copy of my Credit Report?

You can get a free copy of your Credit report at www.mycreditfile.com.au or you can call 13 8332 to order it over the phone.

 

What should I do if I need urgent assistance to get a copy of my credit report? Can someone help me over the phone on my credit report?

Yes, you can still obtain a copy of your latest credit report during the read-only period via www.mycreditfile.com.au. You can also call 13 8332 to obtain assistance and order your credit report over the phone.

 

How can I monitor my credit report during the read-only period? Are there any proactive steps I can take?

Yes, you can still obtain a copy of your latest credit report during the read-only period via www.mycreditfile.com.au. You can also call 13 8332 to obtain assistance and order your credit report over the phone.


The following P.R.O.T.E.C.T checklist provides some tips on how to help protect your identity.

Post

  • Reduce the risk of postal fraud by installing a secure mailbox
  • Arrange for your mail to be held at the post office whenever you go away. If you are moving house, arrange for your mail to be forwarded and let companies such as banks, credit card and utility companies know your new address
  • After you've read important documents and no longer need them, shred them before throwing them out
  • Consider electronic statements, it helps protect the environment as well

Review

  • Check your bank accounts each month and investigate any suspicious activity, such as small payments to unknown companies or people

Online

  • Don’t reveal passwords and personal identification information online, such as your birth date, full name, mother's maiden name or your phone number
  • If you use social media sites like Facebook, make sure your privacy and security settings are updated so only ‘friends’ can access your page

Track

  • Regularly check your credit file and register for Equifax’s Credit Alert service, which notifies you when certain changes are made to your credit file
  • Consider an Equifax service which includes Identity Watch, Australia's only cyber monitoring service. If your personal information is found to be compromised online you will be alerted

Eliminate

  • Shred paperwork containing personal information or account details, including bank and credit card statements, phone and energy bills

Computer

  • Always use secure sites when paying for purchases or transferring money online.
  • Install security software and keep it updated to protect your computer from hackers, scammers and viruses
  • Never open any attachments from unreliable sources, or unusual messages or files from people you don’t know

Tell

  • Immediately inform your credit providers if you notice any suspicious activity in your financial accounts

 

What if I would prefer to stay on the existing portal?

When the New Site becomes available the existing portal will no longer be available and will be decommissioned. The New Site has improvements to the design and layout, creating a more intuitive and easier-to-use customer experience. It has also been designed to work on mobile, tablet and desktop devices.

 

Can I still apply for credit during the read-only period?

Yes. Your subscription to the Your Credit & Identity service does not impact your ability to apply for credit. Remember if you wish to obtain a copy of your credit report you can still do so at www.mycreditfile.com.au or by calling us 13 8332 (select option 2).

 

What is a credit report ban? How do I go about placing a ban on my credit report?

Placing a ban on your credit file will temporarily prevent credit providers from accessing your credit report as part of a credit check. Whilst the ban is in place your credit information can’t be disclosed by a credit reporting body. Credit providers will not be able to see credit reporting information on your personal, public or commercial credit report without your specific written permission. This helps to safeguard against anyone using your information to try and fraudulently take credit out in your name.

If you believe you are, or are likely to be the victim of fraud, you may request a ban by submitting a ban request via: www.equifax.com.au/ban

 

Do you have more questions?

If you have any questions or concerns, please visit our online Help Centre. You can also contact us or call our friendly staff on 13 8332 (option 2) between 8:30am-5:00pm (AEDT) from Monday to Friday.