Here’s help to correct your Equifax credit file
What is the Corrections Portal?
Equifax provides fast and friendly help if you are concerned about information on your Equifax Credit Report or have a dispute regarding inaccurate information. We can guide you through each step necessary to resolve any disputes about information held in your Equifax credit report, to help ensure it is swiftly resolved.
What should I do if there is a mistake on my Equifax credit report?
If you have a copy of your Equifax credit report and you think there is something wrong, it is important you get this corrected. Why? The information on your Equifax credit report impacts your Equifax credit score and can contribute to whether or not you might be accepted for a loan, credit card or a credit account such as a mobile phone or electricity contract.
There are simple steps you can take:
1. Contact the credit provider
You can firstly contact the credit provider, such as the bank, telco or utility company, that the error relates to and ask that it be investigated and your Equifax credit report amended. Equifax has a list of most credit provider contacts at MyCreditFile.com.au.
Equifax offers a free service investigating the accuracy of information on your Equifax credit report that is in dispute or you think needs correcting.
Here’s how it works:
Submit your request
You can submit your request online or via post.
Make a consumer correction - to request a change to the consumer or public record sections of your Equifax credit report.
Make a commercial correction - for a request regarding commercial/company matters relating to your Equifax business credit report.
Note: Requests for changes to the consumer section of an Equifax credit report will not be completed by using the commercial correction form.
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:
- 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
The more information you can provide the quicker we can investigate. If you are requesting the correction on behalf of someone else, please also include the requester's (your) details.
By submitting your correction request you understand that the information that you supply to us during the creation of this correction request, including your personal information, may also be disclosed to other interested parties in order to respond to your request for correction. This includes disclosure to the credit provider who has recorded an entry for which you are disputing the accuracy. This disclosure is in accordance with Section 20T(4) and 23B(3) of the Privacy Act 1988.
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 if there is a delay and seek to extend this time if we have not concluded our investigation.
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.
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
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(ies) to your Equifax credit report.
Equifax finalises the investigation
We will send you a conclusion to the case. 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.
If a correction is made to your credit report, Equifax will notify any recipients of your Equifax credit report within the three months prior to the correction being made, in accordance with its obligations under the CR 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 if you are unhappy with the outcome of Equifax’s investigation.
Be careful of ‘credit repair’ style organisations
Think twice before paying for the services of a company that claims they can “repair” your credit report or credit history. Some companies claim to be able to remove negative information from your credit report and charge you to do so. This can often cost over $1,000 and it is likely you are required to pay up front.
Free services available to help
By contacting your credit provider or a credit reporting body they can investigate for free and correct information on your credit report if it is inaccurate. If you are still unsure on what to do, you can also ask a financial counsellor or community legal service for advice.
In addition, 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.
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):
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):
Fax: 1300 363 992
Mail: Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
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.