Disputes
Veda's Dispute Resolution Process
If you notify Veda that you dispute any information on your credit information file, you have the right to have a note of the disputed entry added to your file.
Veda Information Services and Solutions (VISS) actively solicits feedback from customers and acknowledges a customer's right to complain. To assist us in helping you, we ask you to follow a simple three-step process.
Step 1 - If the complaint is in regards to information in your credit file, obtain a copy of your credit file so you can check the accuracy of it. If your complaint is not in regards to your credit file, please contact our Customer Service Centre on 1300 762 207.
Step 2 - Next, follow the directions in updating information on your credit file
Step 3 - Once you receive a response from Veda, if the matter hasn't been resolved to your satisfaction, please contact our Customer Relations Team.
You may contact Customer Relations by writing to:
Veda - Customer Relations
Mailing Address: PO Box 964, North Sydney, NSW 2059
Fax 02 9278 7333
Email: customerrelations.au@vedaadvantage.com
A complaint can be lodged with Customer Relations orally or in writing via letter or email. Veda will acknowledge all complaints received within 5 working days of receipt. Acknowledgement will be by a phone call or letter, and you will be provided with the name and contact details of the officer who will investigate your case.
We will respond to you with our decision within 30 days however in some cases a response may be issued earlier Where it has not been possible to complete the complaints review process within 30 days, we will notify you by phone or in writing of the reasons for the delay and provide an extension target date for resolution.
If you are not happy with the decision Veda has made about the complaint, then you may choose to take the matter to an External Dispute Resolution (EDR) with either the Financial Ombudsman Service (FOS) or the Office of the Australian Information Commissioner (OAIC)
Further details of the FOS scheme are available at www.fos.org.au, their contact details are as follows:
Mailing Address: GPO Box 3, Melbourne Vic 3001
Phone: 1300 78 08 08
Fax: 03 9613 7345
Customers may choose to raise a complaint directly with the OPC. Contact details are as follows:
Mailing Address: GPO Box 5218, Sydney NSW 2001
Phone: 1300 363 992
Fax: 02 9284 9666
www.oaic.gov.au