There is a mistake on my Equifax credit report. How do I fix it?

If you believe there is incorrect or incomplete information on your Equifax credit report, it is important that you get this corrected.

The information used to generate a credit report is provided by credit providers to Equifax, which include banks, financial institutions, telecommunications and utility companies. The best way to correct information on your Equifax credit report is to speak directly with the credit provider that the error relates to, ask that it be investigated and your credit report amended. We have a handy list of common creditor contacts or you can use the Equifax Corrections Portal.

How long does it take to correct my Equifax credit report?

Once we receive your correction request, we will provide you with written confirmation that it has been received. Our Customer Resolutions team will investigate your request within 30 days and provide a response to you in writing. We may, however, notify you that there is a delay and seek to extend this time if we have not concluded our investigation.

How does the Equifax corrections process work?

1. Firstly, you need to submit a request to us via our Corrections Portal.

2. Once we receive your request, we will provide you with written confirmation that it has been received.

If all relevant information is provided it could be as simple as us making the necessary amendment e.g. updating a default to ‘paid’ or deleting a judgement.

3. Equifax contacts the credit provider.

If necessary we will contact the credit provider on your behalf to have them verify the accuracy, or otherwise, of the correction request.

4. Equifax reviews the credit provider's response.

Equifax will then review the information given by the credit provider and make any amendments, if any, to the entry/entries on your credit report.

5. Equifax finalises the investigation.

We will notify you in writing what the result of our investigation is. If a correction is required, Equifax will send you a letter notifying you that the correction has been made. Equifax will also issue you with an updated copy of your Equifax credit report so you can see what has changed.

If a correction is made to your report, Equifax will identify bodies to whom your credit report has been disclosed in the 3 months prior to the correction being made, and notify these bodies of the substance of the correction in accordance with Equifax's obligations under the Credit Reporting Code. Equifax will do this automatically at the time the correction is made.

If a correction is not made, Equifax will write to you setting out in detail the outcome of its investigation and why the requested correction(s) has not been made. In the case of consumer credit information we will also send you a 'What You Need to Know' brochure which sets out your rights under the Privacy Act 1988 (Cth) if you are unhappy with the outcome of the investigation by Equifax.

Once we receive your correction request, we will provide you with written confirmation that it has been received. Our Customer Resolutions team will investigate your request within 30 days and provide a response to you in writing. We may, however, notify you that there is a delay and seek to extend this time if we have not concluded our investigation.

What information do I need to submit a correction request?

If you would like to submit a correction request with Equifax it is important that you have the following information ready before you start.

The information required to submit a correction request can be found on your free Equifax credit report:

  • PAS number of your Equifax credit report or credit file number (not mandatory)
  • Personal details such as name, date of birth, place of birth, drivers licence number, employment details, residential and previous address, email and phone number.
  • Specific details of the entries on your Equifax credit report that you are disputing such as the date the entry was listed on your credit file, account/reference numbers and amounts. To ensure a smooth process you will need to ensure you have the details of these disputed entries items on your Equifax credit report before proceeding with the submission of a correction request.

How do I submit my request?

Online:

You can submit your request through our online Corrections Portal.

Post:

You can also request a correction by mail by sending your request to:

Equifax – Public Access
Equifax Australia Information Services and Solutions Pty Limited
GPO Box 964
NORTH SYDNEY NSW 2059

You will need to include the following identification information:

  • Name
  • Date of Birth
  • Current Address
  • Previous address/
  • Driver license
  • Current Employment

You will also need to provide details of the correction required. Please include:

  • Details of the entry being disputed; including any account reference numbers and the name of the credit provider who listed it.
  • The reason for disputing the entry
  • Any relevant documentation

How do I check the status of a correction request with Equifax?

You can check the status of a correction request by logging in to our corrections portal using your name and place of birth.

What steps can I take if I disagree with an investigation?

If you are unhappy with the outcome of Equifax’s investigation or would like to make a complaint, please contact our Internal Dispute Resolutions (IDR) team by sending an email to customercomplaintsAU@equifax.com. Make sure that you sufficiently detail your matter and include your full name, contact details, any reference numbers and relevant supporting documentation. Our IDR team will investigate your matter and contact you to attempt to resolve the matter directly. 
 
We want to do everything we can to resolve your matter, so it's important that you raise it with our IDR 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: More information on your rights as a consumer can be found in our What You Need to Know brochure.

Trending Questions

Phone:

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

Online:

You can use our online form here.

If you have been denied credit it is best not to apply for credit again until you find out why. There are a number of factors that may result in an application for credit being refused, but this depends on the lending criteria of the credit provider. Nevertheless, reasons may include :

  • Level of income and savings to meet the loan repayments;
  • Number of other loans and other financial commitments you have;
  • How secure your employment is;
  • Details on your credit report which can include information such as previous bankruptcy, defaults, serious credit infringements, high number of credit applications and poor repayment history.

If you have been declined credit and the information on your credit report was a factor, the lender, phone or utility company will give you details of the credit reporting body they used.

If it was Equifax, the first step in understanding why your credit report has contributed to you being declined credit, is to obtain a free copy of your Equifax credit report. If you have been declined credit you are entitled obtain a free credit report if you apply within 90 days of being declined and provide evidence that a credit provider has declined your application for credit.

By getting a copy of your Equifax credit report you can better understand what information may have contributed to your application refusal. It is important to check your credit report regularly to ensure it is accurate.