Personal Corrections
Equifax offers a free credit repair service for individuals to help you to understand what is listed on your credit file and if it's possible to perform a credit repair.
Business Corrections
Equifax offers a free service to investigate errors on your business credit report so your business profile is correct and up to date.
If you are unhappy with the service you have received, about the outcome of a correction request, or have any other concern please raise a complaint to our Internal Dispute Resolutions (IDR) team by sending an email to customercomplaintsAU@equifax.com. Make sure that you sufficiently detail your concerns and what outcome you are looking for. Please 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: Credit Smart also provides information on credit industry complaints.
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The Equifax My Credit Alert service is no longer offered to new customers (If you’re an existing My Credit Alert customer find out more here). If you’re looking for a credit alert service you may consider one of our other subscription services which offer a credit alert.
Equifax Identity Protect – An identity theft protection and detection service to help you safeguard your identity. Detect if your personal details are being traded on the dark web with Identity Guard insurance in the event you have been the victim of identity theft.
Equifax Credit Protect – Get on top of your credit profile and protect your identity. Keep track of your Equifax credit report and Equifax score. You’ll get your Equifax credit report monthly, Equifax Score monthly along with an Equifax Score Tracker and the top four contributing factors. And then there’s credit monitoring through alerts to help protect your credit reputation.
Credit & Identity Protect – Proactively manage your credit profile with a monthly Equifax credit report and Equifax score with our most comprehensive credit and identity consumer subscription plan. Find out the key factors that impact your Equifax Score and track it over time. Plus help safeguard your identity with credit alert and identity monitoring. We’ve also got you covered with Identity Guard Insurance.
Free credit report - You can get a free copy of your personal Equifax credit report provided you have:
- been declined credit in the last 90 days; or
- had an item corrected on your Equifax credit report; or
- not applied for a credit report during the previous 12 months
If you don’t meet the criteria for a free Equifax credit report you can get a once-off credit report for $6.95 (currently available for free).