Complaints

Lodge a complaint with Equifax or resolve an outstanding issue

How do I make a complaint?

Simply complete the online form and one of our complaints team members will contact you within 1-3 business days. Or contact us via:

Email: customercomplaintsAU@equifax.com
Mail: Customer Resolutions Team, PO Box 13294, Brisbane, QLD 4001

We want to do everything we can to resolve your matter, so it’s important that you raise your issue with our complaints 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 can contact the Australian Financial Complaints Authority. (Please note that AFCA will likely encourage you to try to resolve your issue with Equifax first before they get involved in investigating your complaint.)

How do I contact the Australian Financial Complaints Authority (AFCA)?

Australian Financial Complaints Authority
Website: afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Address: GPO Box 3, Melbourne, VIC 3001

When contacting AFCA, we suggest you include the following:

A detailed timeline of events
Copies of any correspondence, such as emails, you've had with the credit provider and Equifax's Customer Resolutions Team
As well as contacting AFCA, you can also make a complaint to the Office of the Australian Information Commissioner (OAIC)

You may also make a complaint to the Office of the Australian Information Commissioner (OAIC).

Office of the Australian Information Commissioner
Website: oaic.gov.au
Email: enquiries@oaic.gov.au
Phone: 1300 363 992
Address: GPO Box 5218, Sydney, NSW 2001

Learn more: Credit Smart also provides information on credit industry complaints.