Get instant answers for the most common topics

Credit Reports

Information you need to know about credit reports, including free credit reports.

Learn More


Found a mistake on your credit report that you need to correct? Find out how to fix your Equifax credit report.

Learn More

Denied Credit

Find out what to do if you have been rejected on a loan application.

Learn More

Credit Scores

Learn about Equifax Credit Scores. Get answers to common questions about credit scores.

Learn More

Credit Report Ban

Worried you are a victim of identity theft? Put a ban on your credit report to help protect your credit reputation.

Learn More

Manage My Account

Want to cancel, update details or need help to login? We help you manage your account here.

Learn More


Lodge a complaint with Equifax or resolve an outstanding issue.

Learn More

Trending Questions


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


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.

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).

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:

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


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


Go to 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 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 more information see our Your Credit and Identity Terms and Conditions.

What if I’ve forgotten my username or password?

Your username is the email address you used to sign up to the 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.

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, phone and utility companies.

The most efficient way to correct information on an Equifax credit report is to speak directly with the credit provider that the error relates to, and ask that it be investigated and your credit report amended. We have a handy list of common creditor contacts. Alternatively, Equifax can investigate the subjected information via the Equifax Corrections Portal.

Find out more in our Corrections section.

Learn more: Read our "How to correct your credit report" fact sheet

There are a number of reasons why you may not have a credit history:

  • If you have never applied for credit;
  • If you’ve been in a relationship where loans and bills were solely in your partner’s name; or
  • If you haven’t applied for credit in a while. In this case you will still have a credit report but it will have no credit history information on it (credit enquiries are removed from a credit report after five years). This can occur for older people or those who apply for credit infrequently.

These scenarios can be common for young people who are just starting out, new migrants and also people who are newly separated or divorced.

If you don't have a credit history you can still apply for credit. If you apply for credit but have no credit history or a ‘thin’ credit history credit providers have little credit reporting information to go on outside of the current application you are making. In this case the credit providers may use alternate sources of information to assess your credit-worthiness, for example, if you are an existing customer with the credit provider through a savings or cheque account.

You don’t need to get a credit card to establish a credit history other forms of credit like a post-paid mobile phone or electricity contract may also kick start your credit report.

A default is also known as an overdue debt. There are two types of defaults; consumer and commercial payment defaults.

Consumer payment default - A consumer payment default can be reported by a credit provider and listed on your credit report if you have an overdue debt of equal to, or more than $150 and it is more than 60 days overdue. For example, if you have a mobile phone bill of over $150, and it was due more than 60 days ago, it could be listed on your credit report as a payment default by the phone company.

Before reporting a consumer default, the credit provider must take a number of steps such as sending two separate written notices to your last known address; first requesting payment and secondly communicating an intention to list the overdue payment with a credit reporting body (like Equifax).

Commercial payment defaults - In the case of commercial credit the minimum default amount is $100. Before listing commercial defaults or overdue debts commercial credit providers or their agents must send a notice to your last known address stating their intention to list the default amount with a credit reporting body such as Equifax.

Potential credit providers may look unfavourably on applicants with a history of overdue accounts if they consider the applicant’s credit information as part of their lending assessment: so it’s a good idea to avoid defaults getting onto your credit report. To do this, you need to ensure you make your repayments and pay your bills before they become overdue.

Both consumer and commercial payment defaults stay on your credit report for five years, even when you have paid the overdue amount. When you have paid a default, the status is updated to ‘paid’ which can be looked upon more favourably by lenders but it will remain as part of your credit history.

In your credit report you will find information about your history with credit. Your credit report is divided into a number of sections:

Personal information / Identity details

This includes information like your name, date of birth, names you may be also known as, address history as well as your driver’s licence number and employment history.

Consumer credit information

The consumer credit information section includes:

Details of credit enquiries that have been made on you by a credit provider when you have made an application for consumer credit. Consumer credit relates to loans for household or family purposes as well as for the purchase, renovation or re-financing of a residential investment property. Obvious types of credit include credit cards and loans like mortgages, personal and car loans. It also includes credit contracts such as telephone, electricity, gas and internet. Other forms of credit include interest free and ‘buy now pay later’ store finance and store cards.

Consumer credit liability accounts – this is an account that you currently have open or may have had in the past. It includes the type of account, the open and/or close date as well as the credit limit. Please note that not all credit providers supply consumer credit liability information to credit reporting bodies like Equifax.

Monthly repayment history on credit accounts such as mortgages, personal loans and credit cards. This reflects whether you have paid the minimum amount required on time each month or not. Please note that not all credit providers supply repayment history information to credit reporting bodies like Equifax.

Overdue accounts such as defaults and serious credit infringements

Public record information like:

  • Court judgements
  • Directorship details
  • Proprietorship details
  • Bankruptcy, debt agreement and personal insolvency

Commercial credit information

Details of credit enquiries that have been made on you for commercial credit. Examples of commercial credit include a mobile phone contract or credit card for business use or a business loan.

Details of any overdue commercial credit accounts and other debts.

File access information

This outlines third parties who have accessed your credit report including brokers, credit repair agencies and Equifax itself; for example, if you order a copy of your own credit report or your credit score from Equifax you will see a file access by Equifax here.

You can view a sample Equifax credit report here.

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:

  • account information such as the date an account was opened and closed;
  • credit limit;
  • type of credit account; and
  • 24 months repayment history. Repayment history information can only be provided by and shared with licenced credit providers - this doesn’t include telecommunications and utility companies.

Previously Australia had a negative reporting system. This meant consumer credit reports could only contain information such as credit enquiries (typically applications for credit) and information from credit providers such as payment defaults and serious credit infringements. Most advanced economies in the world operate under a comprehensive credit reporting system.

CCR was introduced on 12 March 2014 as part of legislative reform. The Privacy Act 1988, which is the legislation governing consumer credit reporting in Australia, was amended to introduce comprehensive credit reporting.

Whilst CCR was introduced some time ago there has been limited CCR information supplied to CRBs. It is likely that during 2018, the amount of CCR data supplied by lenders to CRBs will increase dramatically as mandatory CCR reporting for the big four banks is due to be introduced into law by the Australian Government.