How can I make a complaint?
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.