How and where do I login to view my Equifax credit report?

On a desktop or laptop computer

Click the "Login" button on the top right hand corner of your screen whilst on the equifax.com.au website. This will open a "Select a Service" drop-down menu, from here choose "Your Credit and Identity". You will then need to type in your username and password to access the portal.

On a mobile or smartphone

Tap on the menu icon on the top right hand corner of the screen, press the login button and from the "Select a Service" drop-down menu, select "Your Credit and Identity". You will then need to type in your username and password to access the portal.

What if I’ve forgotten my username or password?

Your username is the email address you used to sign up to your Equifax service. If you have forgotten your username please contact us or call us on 138 332.

If you have forgotten your password you can click on the Forgot Password link on the login screen for Your Credit and Identity member portal. You will need some identity information and answers to your security questions to reset your password.

How do I reset my password?

It is good security practice to regularly change your passwords. You can reset your password by using the Forgot Password link on the login screen or within the My Account section of the portal.

Trending Questions

Phone:

You can call us on 138 332 (select option 2).

Online:

You can use our online form here.

What is comprehensive credit reporting?

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Comprehensive credit reporting (CCR) means there is more ‘positive’ information that can be included on consumers’ credit reports. This provides a more detailed picture of an individual’s credit history and credit worthiness. CCR refers to the type of consumer credit information that can be collected by credit reporting bodies (CRBs) and can be used by credit providers when making a lending decision.

The positive CCR data that can be included on credit reports includes:

How do I cancel my Equifax subscription?

We are sorry you want to leave us! If you would like to cancel your subscription you can do so in one of two ways:

Phone

Please call us on 13 8332 (select option 2).

Online

Go to https://www.equifax.com.au/contact. Complete the personal Contact us form, selecting 'Cancel my personal Equifax subscription plan' in the 'I would like to...' menu. Your subscription will be cancelled within one business day and confirmation sent to you by email.

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. For more information see our Your Credit and Identity Terms and Conditions.

Trending Questions

Phone:

You can call us on 138 332 (select option 2).

Online:

You can use our online form here.

What should I do if my identity has been stolen?

The reality is that identity theft can be a stressful, time-consuming and costly experience that many people don’t realise has occurred until it’s too late. If you believe that someone may have used your identity details to fraudulently obtain credit you should act immediately.

Firstly you need to report the problem:

  • Request a copy of your credit report to check that the information relates to applications for credit that you have in fact made.
  • Contact any credit providers listed on your credit report that you do not know or have not applied for credit with so that they can investigate and take appropriate and prompt action
  • Contact Equifax (and other credit reporting bodies) to put a ban on your consumer credit information
  • Contact the police and report the crime

When dealing with a possible identity theft it is important to keep records of the conversations you have and keep notes, including:

  • name/s of the individual;
  • contact number;
  • the date you spoke to an organisation; and
  • details of the conversation.

You should also ask questions to the people you speak to so you can understand the process. Each credit provider may have their own processes for handling fraud. Note these requirements so you can comply.

Learn more:

What are some steps I can take to protect my identity?

To help protect your identity, we’ve put together the following checklist: ‘PROTECT'.

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 steps should I take if I am the victim of a data breach?

If you have been notified by a company that personal information they hold on you has been the victim of a data breach it is a good idea to check your credit report and you may consider setting up credit alerts and identity monitoring through one of our Equifax ID Basic or Equifax Ultimate monthly subscriptions. This means that if someone tries to apply for credit in your name you will be alerted. Identity monitoring also notifies you if your personal information is being illegally traded.

You could also place a ban on your credit report to help prevent fraudulent accounts being opened in your name. Whilst a ban is in force, credit providers cannot view your credit report without your specific written permission.

Learn more: OAIC fact sheet on data breach guidance for consumers.

Trending Questions

Phone:

You can call us on 138 332 (select option 2).

Online:

You can use our online form here.

Please click here to place a ban on your Equifax credit report.

The initial ban period is for 21 days, but can be extended upon your written request if there are reasonable grounds.

If you are concerned about your identity being stolen it is important that you place a ban on your credit report with each credit reporting body in Australia.

The OAIC also have a fact sheet on fraud and your credit report: https://oaic.gov.au/privacy/credit-reporting/fraud-and-your-credit-report/

What is identity theft?

Identity theft is when someone steals your personal information such as your name, drivers licence number and data of birth. Generally criminals steal identity information to steal money or gain other benefits (maybe a mortgage, a passport or a new phone account) by pretending to be someone else. They may even commit crimes in your name.

Once an identity thief has access to your personal information, they could:

  • Open new credit card accounts in your name. When the thief makes purchases on the credit cards and leaves the bills unpaid, the negative information can be reported to your credit report and could impact your credit score and your ability to get credit in the future;
  • Open a bank account in your name or create fake debit cards and use them to drain your existing bank accounts;
  • Set up a phone, wireless internet, or other utility service in your name.
  • Even try and get a copy of your credit report

Learn more: Read MoneySmart's tips to help avoid identity fraud.

How does identity theft happen?

Identity theft can happen to anyone. Identity criminals use many different methods and are getting more and more sophisticated.

Some common methods of identity theft include:

  • Steal personal information that has been shared on unsecured websites or public Wi-Fi;
  • Use of personal details and payment information provided on social media or services such as online dating.
  • Theft of mail articles including documents that may contain personal details such as bank and credit card statements and preapproved credit card offers;
  • Searches through household or commercial rubbish for documents that may contain personal details such as bank and credit card statements, preapproved credit card offers and tax information;
  • Theft of wallets, bags and purses in order to obtain identification information such as drivers licence or Medicare details, credit and debit cards;
  • Skimming of credit and debit cards via ATMs or EFTPOS terminals, stealing the information stored on a credit or debit card’s magnetic strip;
  • Internet scams designed to obtain your personal information, either through phishing emails or spoofing sites designed to replicate banking and payment sites
  • Filling out change-of-address forms to divert your mail, which generally contains personal and financial information, to a different address;
  • Use of malicious computer programs such as malware or spyware to record and transmit your online activity;
  • Telemarketing scams; and
  • Data breach by stealing records through hacking into an organisations systems.

Trending Questions

Please click here to place a ban on your Equifax credit report.

The initial ban period is for 21 days, but can be extended upon your written request if there are reasonable grounds.

If you are concerned about your identity being stolen it is important that you place a ban on your credit report with each credit reporting body in Australia.

The OAIC also have a fact sheet on fraud and your credit report: https://oaic.gov.au/privacy/credit-reporting/fraud-and-your-credit-report/

How can I improve my credit score?

Equifax has some simple steps to help you keep your credit report healthy and improve your credit score:

  1. Pay your loans and bills on time
    Consider setting up direct debits and schedule loan repayments for your pay day.
     
  2. Keep track of your credit commitments
    Do your homework before applying for credit and keep track of your credit commitments. Making a number of applications within a short space of time will be recorded on your file and is not always looked upon positively by lenders, as it may be an indicator that you're in credit stress.
     
  3. If you move house or update your contact details, notify lenders
    Advise lenders, phone and utility providers of your new email or physical address so they can re-direct bills to your new address. If you don't pay these bills, a credit infringement or overdue debt could be listed on your credit report.
     
  4. If you are having trouble meeting repayments
    Talk to your credit provider who may assist.
     
  5. Keep track of your credit record
    Proactively manage your personal credit report by regularly checking your credit report. You can obtain a free credit report each year. You could also consider signing up to a monthly subscription to get your Equifax Score and monitor changes on your Equifax credit report through credit alerts.

Learn more: Credit Smart also has some tips on how to improve your credit score.

What impacts my Equifax Score?

Your Equifax Score is impacted by the information contained on your Equifax credit report. There are a number of different factors which could impact your Equifax Score.

The type of credit providers you’ve applied for credit with. There may be different levels of risk associated with approaching a bank, buy now pay later store finance provider, hire-purchase or a phone or utility company for credit.

The type of credit you’ve applied for. For example mortgages, credit cards, personal loans and store finance may carry different levels of risk.

The credit limit or size of the loan you’ve requested in your application. A smaller loan or credit card limit may carry a different level of risk to a larger loan.

The number of credit applications you have made. Each time you apply for credit and a credit provider obtains a copy of your report, an enquiry is added to your credit report. Applications for credit can include loans, credit cards and applications for phone and utilities contracts. Even buy now pay later retail finance can result in a credit enquiry.

The ‘shopping pattern’ of credit applications over time. The spread of activity over the credit report’s life to date can have an impact on your Equifax Score. Shopping around for credit and applying to a number of different credit providers within a short space of time may negatively impact your Equifax Score. This flags you as a greater risk than if you had infrequent credit applications with only a few credit providers. As well, a relatively new credit file with many enquiries may represent a different level of risk than an older file with only a few credit enquiries.

Directorship and proprietorship information. If you are a company director or a proprietor and this information is listed on your credit report it may impact your Equifax Score. If you are it’s important to check the individual and commercial sections of your credit report.

The age of your credit file. The date your credit report was created may impact your Equifax Score. E.g. a relatively new credit file may indicate a different level of risk than one that has been established for many years.

Personal details. Your Equifax Score takes into consideration personal details such as age, as well as, stability factors like length of employment and time at your current residential address to help assess credit risk.

Default information. Default information on your personal or business credit report such as overdue debts, serious credit infringements or clearouts may negatively impact your Equifax Score, while a lack of default information in your file may positively affect your score.

Court writs and default judgements. A court writ or default judgement on a credit report is an indicator of increased risk and may negatively impact your Equifax Score. On the other hand if you don’t have this information it would indicate a reduced level of risk.

Commercial address information. Information such as location and the length of time you have resided at your current business address is a measure of stability and may impact your Equifax Score.

Learn more: Check out our infographic to learn what information goes into your credit profile and what it can be used for.

Does ordering my credit file impact my Equifax credit score?

No. Getting your Equifax credit report will not negatively impact your Equifax Score. In fact, it may help you improve your Equifax Score by helping you identify any errors or if your identity has been compromised.

By ordering a copy of your Equifax credit report it may alert you to information on your credit report that could be impacting your Equifax Score. For example, if there is something on your credit report that is inaccurate or credit enquiries that lead you to believe your identity may have been compromised.

If there is something incorrect on your Equifax credit report, find out how to fix it here.

If, after reviewing your Equifax credit report, you think your identity has been compromised, you should contact the relevant credit provider for more information and, if necessary, seek an investigation. You can also place a ban on your credit report. Find out more here.

Trending Questions

You can find out your Equifax Score here. By signing up to an annual subscription you can access your Equifax credit report and score and receive an update every year. For more frequent updates and additional features such as credit alerts, a score tracker and identity monitoring we have a range of different subscription packages.

If you’re looking for your free Equifax credit report you can get it here.

Your  Equifax Score is a summary of your credit information held by Equifax and indicates how finance and utility providers may view you when applying for credit. It is derived from information held on your credit report as held by Equifax when the score is requested. The Equifax Score is a number between 0-1200 and in simple terms, the higher your Equifax Score, the better your credit profile and the a lower credit risk.

What can be collected in a credit report is strictly regulated by the Privacy Act 1988 (Cth). We calculate the score using private and public information, collected from credit providers and other agencies (e.g. repayment histories, court actions relating to debit and credit, insolvency and ASIC records).

Why is a credit score important?

An Equifax score is a summary of an individual’s credit information held by Equifax and indicates how credit providers and finance/utility providers may view you when you apply for credit.  A credit score is derived from the information on an individual’s credit file at a specific point in time.

A credit score is one indicator of risk. A higher credit score is considered better as it indicates a lower risk. Your credit score is important as it can be used by credit providers, such as banks and other lenders to help them decide whether to lend you money and in some cases can even impact on how much they will lend you, the terms and rate that they offer you. In recent times, some lenders have started to offer special deals on personal loans and credit cards based on credit scores.

Your credit score is important as it can provide you with a better indication of how lender may view you when you apply for credit.  Credit scores may be used by credit providers, such as banks and other lenders to help them decide whether to lend you money and in some cases can even impact on how much they will lend you, the terms and rate that they offer you. 

Once you know your score, you can take steps to improve it if needed, so you can choose a credit provider who may reward your good behaviour with access to better finance deals over time
Your credit score can also be used by phone companies and utility providers to help them decide whether or not to accept your application for a post-paid mobile phone, electricity, gas or water contract.

It is important to note that a credit score is only one indicator of your credit risk,that may be used by a credit provider  as part of their assessment on whether or not to extend you credit. A higher credit score is considered better as it indicates lower risk. Credit providers can also use information on your credit application form, along with any other information they may have on you as an existing customer against their own lending criteria and policies.

It is important to note that the way the Equifax Score is used in practice by lenders may differ to the way it is displayed in the Equifax Credit and Identity portal. Each lender may also apply their own lending criteria and policies, and in some cases their own scores, which is why some lenders may approve your application while others will not.

Why are there different credit scores?

Different lenders and credit reporting bodies (CRBs) have different credit scores based on their own information and algorithms. A score is only as accurate as the information it is based on. A score based on minimal data could potentially lead to the wrong credit decision being made. Lenders may use one or more CRBs to help in their assessment.

As Australia’s leading credit information company, the Equifax Score is calculated using information from the most comprehensive and current credit data source in Australia . The Equifax consumer bureau has more than 16 million active consumer credit files and is widely used amongst Australian lenders.

I have a good credit score but still didn’t get a loan. Why?

A credit score is not the only piece of information a lender will look at when assessing your application for credit. The lender or credit provider may also look at whether you can afford to repay the loan based on your current income, savings and expenses and whether you have been making any current loan repayments on time.

You’ll also need to meet the lender’s internal criteria that assesses whether the lender considers you can afford to repay the loan. If you don’t meet a lender’s criteria, they may not approve the loan, no matter what your credit score is.

Trending Questions

You can find out your Equifax Score here. By signing up to an annual subscription you can access your Equifax credit report and score and receive an update every year. For more frequent updates and additional features such as credit alerts, a score tracker and identity monitoring we have a range of different subscription packages.

If you’re looking for your free Equifax credit report you can get it here.

Your  Equifax Score is a summary of your credit information held by Equifax and indicates how finance and utility providers may view you when applying for credit. It is derived from information held on your credit report as held by Equifax when the score is requested. The Equifax Score is a number between 0-1200 and in simple terms, the higher your Equifax Score, the better your credit profile and the a lower credit risk.

What can be collected in a credit report is strictly regulated by the Privacy Act 1988 (Cth). We calculate the score using private and public information, collected from credit providers and other agencies (e.g. repayment histories, court actions relating to debit and credit, insolvency and ASIC records).

Your Equifax Score is a summary of your credit information held by Equifax and indicates how finance and utility providers may view you when applying for credit. It is derived from information held on your credit report as held by Equifax when the score is requested. The Equifax Score is a number between 0-1200 and in simple terms, the higher your Equifax Score, the better your credit profile and the a lower credit risk.

Learn more in our infographic: What information goes into your credit profile and what can it be used for?

There are a number of key contributing factors that are taken into consideration when generating your Equifax Score:

Type of credit provider
The type of credit provider making an enquiry on your credit report (that is the type of credit provider you’ve applied for credit with) may impact your Equifax Score. For example, there may be different levels of risk associated with approaching a bank, store finance provider, hire-purchase and utility company for credit.

What’s more, research shows that there’s a different level of risk associated with lenders in particular industries. e.g. a non-traditional lender may have a different level of risk than a bank or credit union.

The type and size of credit requested in your application
Both the type of credit and size of the loan or credit limit you have applied for in the past can have an impact on your Equifax Score. E.g. mortgages, credit cards, personal loans and store finance may carry different levels of risk.

Number of credit enquiries and shopping patterns
Every time you apply for credit and a credit provider obtains a copy of your report, an enquiry is added to your credit report. This can include any loan, mortgage or utilities applications you may make.

Shopping around for credit and applying to a number of different credit providers within a short space of time may negatively impact your Equifax Score. It flags you as a greater risk than infrequent applications for credit with a few credit providers.

Directorship and proprietorship information
Directorship and proprietorship information on a credit report may impact your Equifax Score. If you’re a director or a proprietor it’s important to check the individual and commercial sections of your credit report.

Age of credit report
The date your credit report was created may impact your Equifax Score, e.g. a relatively new file may indicate a different level of risk than an older report.

Pattern of credit enquiries over time
The spread of activity over the credit report’s life to date can have an impact on your Equifax Score, e.g. a relatively new credit file with many enquiries may represent a different level of risk than an older file with only a few credit enquiries.

Personal details
Your Equifax Score takes into consideration personal details such as age, length of employment and length of time at your current residential address to assess risk.

Default information
Default information in your personal or business credit report such as overdue debts, serious credit infringements or clearouts may negatively impact your Equifax Score, while a lack of default information in your file may positively affect your score.

Court writs and default judgements
A court writ or default judgement on a credit report is an indicator of increased risk and may negatively impact your Equifax Score. On the other hand, a lack of court writ or default judgement information would indicate a reduced level of risk.

Commercial address information
Information such as location and the length of time you have resided at your current business address is a measure of stability and may impact your Equifax Score.

Learn more: Check out our infographic to learn what information goes into your credit profile and what it can be used for.

It is important to note that the way the Equifax Score is used in practice by lenders may differ to the way it is displayed in the Equifax Credit and Identity portal. Each lender may also apply their own lending criteria and policies, and in some cases their own scores, which is why some lenders may approve your application while others will not. 

Why does my Equifax Score change?

Your Equifax Score is calculated based on the information on your Equifax credit report at a point in time. As the information on your Equifax credit report changes so will your Equifax Score.

Your Equifax credit report is updated as your repayment history information on accounts is updated each month and as other information is added or removed from your credit report. Information from credit providers would include credit enquiries (applications) or overdue debts for example; or from third parties such as default judgements, court writs and Bankruptcy Act information.  

What is the difference between a credit score and a credit report?

A credit report is the detail of your credit history to date whereas a credit score is simply a number which is derived from the information on an individual’s credit file as held by the credit reporting body (CRB) when the score is requested.

Your credit score does not form part of your credit report, rather it is derived from the information available on your credit file at a specific point in time.

What is the Score Tracker from Equifax?

The Equifax Score Tracker is a tool that tracks your Equifax Score over time. Each month it charts your Equifax Score, helping you to gain insight into what is impacting your Equifax Score and how you could improve it.

When you sign up to an Equifax Premium or Equifax Ultimate annual subscription, each month we’ll generate an Equifax Score which you will receive together with a graph that charts your score. You’ll also receive information regarding what items on your Equifax credit report contributed to your Equifax Score at that point in time.

Your Equifax Score may change every time new activities, such as credit enquiries or loan defaults, are recorded in your Equifax credit file.

It’s important to note that when a credit provider applies to obtain a credit score calculated by Equifax to use or review in the process of assessing your application for credit, the credit score that the credit provider receives is calculated at the time they do their credit check on you for a credit application and may change depending on the circumstances in which you have made a credit application.  The Equifax Score that you receive through an Equifax Premium or Ultimate monthly plan (or an old Equifax Plan or Premium annual subscription) is not necessarily the same credit score a credit provider would obtain from Equifax. Each lender may also apply their own lending criteria and policies, and in some cases their own scores, which is why some lenders may approve your application while others will not.

However, by monitoring your Equifax Score over time, you’ll see how your Equifax Score changes depending upon the information on your credit report, and be able to track when your score improves over time.

You’ll also have a better indication of how lenders see you based on the information on your Equifax credit report.

How often does my Equifax Score get updated?

Your Equifax Score is calculated at a point in time and will change each time new information is added to your credit report.

With an Equifax subscription that includes an Equifax Score you will receive a new Equifax Score within your portal each month. A monthly email will notify you that your new Equifax Score is available within your Equifax Credit and Identity portal.

Please note that whilst Equifax calculates your Equifax Score for you every month as part of Score Tracker, when a credit provider uses Equifax Score as part of assessing an application for credit, the score they receive is calculated at the time they do their credit enquiry and may be different to your Equifax  Credit Score in the Score Tracker. The way the Equifax Score is used in practice by lenders may differ to the way it is displayed in the Equifax Credit and Identity portal. Each lender may also apply their own lending criteria and policies, and in some cases their own scores, which is why some lenders may approve your application while others will not

What are credit score contributing factors?

Contributing factors are the items on an Equifax credit report that impact the Equifax Score at a point in time. With an Equifax Premium or Equifax Ultimate subscription you will see the top four contributing factors. The arrows next to the contributing factors show how much impact, positive or negative, that factor played in your Equifax Score.

What do the different score bands mean?

The different Equifax Score bands help you to understand your level of risk, based on your Equifax Score, compared to the Australian credit-active population held by Equifax.

The Equifax Score bands are based on historical analysis that determines how likely an adverse event, such as a default, court judgement, personal insolvency or similar, is to be recorded on a credit report in the next 12 months. This a key determining factor in whether you are likely to be able to repay future credit.  

Below average (Bottom 20%) - An adverse event is more likely to be recorded on a credit file in the next 12 months.

Average (21% - 40%) - An adverse event is as likely to be recorded on a credit file in the next 12 months.

Good (41% - 60%) - Scores in this category indicate that an adverse event is less likely to be recorded on a credit file in the next 12 months. The odds of no adverse events occurring on your credit file in the next 12 months are better than the average population odds.

Very Good (61% - 80%) – It is unlikely an adverse event is to be recorded on a credit file in the next 12 months. In other words, the odds of no adverse events occurring on your credit file in the next 12 months are more than 2 times better than the average population odds.

Excellent (81% - 100%) - An adverse event is highly unlikely to be recorded on a credit file in the next 12 months. In other words, the odds of no adverse events occurring on your credit file in the next 12 months are more than 5 times better than the average population odds.

Equifax reviews the Australian credit-active population scores regularly and the Equifax score bands are calculated to take into account population and economic changes.

It is important to note that the way the Equifax Score is used in practice by lenders may differ to the way it is displayed in the Equifax Credit and Identity portal. Each lender may also apply their own lending criteria and policies, and in some cases their own scores, which is why some lenders may approve your application while others will not.

 

Trending Questions

Phone:

You can call us on 138 332 (select option 2).

Online:

You can use our online form here.

You can find out your Equifax Score here. By signing up to an annual subscription you can access your Equifax credit report and score and receive an update every year. For more frequent updates and additional features such as credit alerts, a score tracker and identity monitoring we have a range of different subscription packages.

If you’re looking for your free Equifax credit report you can get it here.

Your  Equifax Score is a summary of your credit information held by Equifax and indicates how finance and utility providers may view you when applying for credit. It is derived from information held on your credit report as held by Equifax when the score is requested. The Equifax Score is a number between 0-1200 and in simple terms, the higher your Equifax Score, the better your credit profile and the a lower credit risk.

What can be collected in a credit report is strictly regulated by the Privacy Act 1988 (Cth). We calculate the score using private and public information, collected from credit providers and other agencies (e.g. repayment histories, court actions relating to debit and credit, insolvency and ASIC records).

What is my credit score? How do I find out what it is?

You can find out how to get your Equifax Score here. By signing up to an annual subscription you can access your Equifax credit report and score and receive an update every year.

For more frequent updates and additional features such as credit alerts, a score tracker and identity monitoring we have a range of different packages.

If you’re simply looking for your free credit report from Equifax you can order it here. Note this does not include an Equifax Score.

What is a credit score? What is an Equifax Score?

Your Equifax Score is a summary of your credit information held by Equifax and indicates how finance and utility providers may view you when applying for credit. It is derived from information held on your credit report as held by Equifax when the score is requested. The Equifax Score is a number between 0-1200 and in simple terms, the higher your Equifax Score, the better your credit profile and the a lower credit risk.

What can be collected in a credit report is strictly regulated by the Privacy Act 1988 (Cth). We calculate the Equifax Score using private and public information collected directly from you as well as from credit providers and other agencies (e.g. repayment histories, court actions relating to debit and credit, insolvency and ASIC records).

Knowing your Equifax Score may help you negotiate a better rate with some lenders. You can also take steps to improve your Equifax Score, if it is low.

Learn more: CreditSmart and ASIC MoneySmart also provide more information about credit scores. 

Can I get my Equifax credit score for free?

You can get your Equifax credit score for free at www.getcreditscore.com.au. Please note that with your free Equifax credit score from GetCreditScore you simply receive the Equifax Score, it does not include the key contributing factors to your Equifax Score which indicate which information on your credit report contributed positively or negatively to your Equifax Score.

How do I make a complaint?

Simply complete the online form and one of our complaints team members will contact you within 1-3 business days. Or contact us via:

Email: [email protected]
Mail: Customer Resolutions Team
PO Box 13294
Brisbane QLD 4001

How do I resolve an issue?

We want to do everything we can to resolve your matter, so it’s important that you raise your issue with our complaints team prior to having your matter addressed externally. Raising your matter with Equifax directly will often result in a quicker resolution.

If you are still not satisfied with our response, you may contact the external dispute resolution scheme of which Equifax is a member, the Australian Financial Complaints Authority (AFCA). Please note that if you have not already done so, AFCA will likely encourage you to work with us before they investigate your complaint.  

How to contact the Australian Financial Complaints Authority (AFCA)

Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

When contacting AFCA, we suggest you include the following: 

  • A detailed timeline/chronology of events
  • Copies of any correspondence with our Customer Resolutions Team and the credit provider

You may also make a complaint to the Office of the Australian Information Commissioner (OAIC). 

How to contact the Office of the Australian Information Commissioner (OAIC) 

Online: www.oaic.gov.au  
Email: [email protected]  
Fax: 1300 363 992  
Mail: Office of the Australian Information Commissioner   
GPO Box 5218   
Sydney NSW 2001

 

Learn more: Credit Smart also provides information on credit industry complaints.

Trending Questions

Phone:

You can call us on 138 332 (select option 2).

Online:

You can use our online form here.

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