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We are sorry you want to leave us! If you would like to cancel your cancel your subscription you can do so in one of two ways:
Please call us on 13 8332 (select option 2).
Go to https://www.mycreditfile.com.au/support#contacts, Click on the 'Click here' link under Email Us. Complete the 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 annual 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 customers on a monthly subscription if you cancel your membership the membership fee for that month will not be refunded. For more information see our Your Credit and Identity Terms and Conditions.
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)
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)
Learn more: Credit Smart also provides information on credit industry complaints.
If you have been declined credit firstly you should find out why. There are a number of factors that may result in an application for credit being refused including:
- Level of income and other resources to meet the loan repayments
- Number of other loans and other financial commitments you have
- How secure your employment is
- Your credit history 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 Equifax credit report has contributed to you being declined credit, is to obtain a copy of your credit report.
By getting a copy of your credit report you can better understand where you stand when it comes to applying for credit. It is important to check your credit report regularly to ensure it is accurate.
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.
You will need to have the following information handy:
- Your full name
- Your date of birth
- Your driver's licence number
- Your current residential address
- Your previous addresses
- Your current employer or a previous employer
- Name of the organisation to which you last applied for credit
Only you may request a copy of your own Equifax credit report. For security reasons, you will be asked to verify you identity prior to receiving a copy of your credit report.
Once you have your credit report you can check that the information listed is correct. If you find something that appears to be inaccurate on your credit report it is important that you have the items investigated, and corrected, if required. Equifax can help you to investigate this for you for free. Equifax takes reasonable steps to ensure that your credit report is accurate. However, as we rely on information provided by a number of different sources, errors can occur. It's important that you check your report and let us know if there are any administrative errors such as an incorrect date of birth, or a misspelling of your name or street address. You should also check that the credit information listed on your credit report, such as an overdue debt or enquiry is accurate.
Once you have made any required corrections, you can also work to improve your credit worthiness.
Need more information? The ASIC MoneySmart website also has information about loan rejection.
There is no set frequency with which your credit report is updated. Your consumer credit report may be updated monthly, every time account repayment history information such as if you have paid a credit card, or other personal credit, on time is added. If it has not been paid on time this will also be recorded.
Your credit report may also be updated whenever you apply for credit, open or close an account, change your credit limit or agree to act as a guarantor for someone else. Credit providers may also update your report when they list any overdue debts you may have incurred and we may also add certain information obtained from third parties, such as default judgments, court writs and Bankruptcy Act information.
Your business credit report may be updated whenever you apply for credit, change your credit limit or are listed as a new director. Credit providers may also update your report when they list any overdue debts you may have incurred and we may also add certain information obtained from third parties, such as default judgments, court writs and Bankruptcy Act information.
Here are some simple tips to help avoid a default:
- Pay your bills on time – set up direct debits or schedule repayments for your pay day
- Keep track of your credit commitments – do your research before you apply and only apply for credit when you really need it
- Notify credit providers when you move address
- If you are struggling to make repayments speak to your credit provider
- Get a copy of your Equifax credit report and Equifax Score. Don’t be scared to find out what’s on it as it ultimately could save you money