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: customercomplaintsAU@equifax.com
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: info@afca.org.au
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: enquiries@oaic.gov.au  
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.