How can I make a complaint?

Any person or organisation (the complainant) who is dissatisfied with a product or service provided by Equifax for any reason has the right to make a complaint to us. We will endeavour to align our procedures with the relevant legal requirements and best practice as soon as possible.

 

How and where to complain

You can let us know about your complaint and how you've been impacted by using any of the contact details below.

  • Call our customer services team 13 8332 Monday - Friday 9am – 5pm (AEST).
  • Email us directly at [email protected] and mark it to the attention of our Internal Disputes team.

 

What happens next?

Once a complaint has been received, you will be sent a written acknowledgment within 7 days of its receipt in addition to an outline of how we will deal with it. Equifax endeavours to resolve all complaints within 30 days of receiving it; however this will not always be possible. Consequently, if we foresee our investigation exceeding 30 days, we will inform you and seek your written approval for an extension; providing you with an indication of when to expect the investigation to be concluded as well.

 

What information is required when making a complaint?

When making a complaint, please provide the following information:

  • Your name and contact details;
  • Any relevant reference numbers;
  • The details of the complaint;
  • Copies of any documentation supporting the complaint.

 

Your rights during the complaint process

You have the right to enquire as to the status of your complaint and you can do so by contacting us on the details provided above.

 

How to take your formal complaint further

If you're not satisfied with the outcome we propose, or if you believe you have not received a fair hearing, let us know and if we think it's appropriate, we'll undertake a further review of your complaint.

If you are not satisfied with our final response, you may contact the external dispute resolution scheme of which EAISS is a member, Australian Financial Complaints Authority (AFCA).

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

 

How to contact the Australian Financial Complaints Authority (AFCA)

Online:  www.afca.org.au
Email:    [email protected]
Phone:  1800 931 678
Mail:      Australian Financial Complaints Authority, GPO Box 3, Melbourne  VIC  3001

 

How to contact the Office of the Australian Information Commissioner (OAIC)

If you wish to lodge a complaint with the OAIC, you may do so via an online complaint form, or by mail, fax or email using the contact details below:

Online:   www.oaic.gov.au
Email:    [email protected]
Fax:       1300 363 992
Mail:      Office of the Australian Information Commissioner, GPO Box 5218, Sydney  NSW  2001

FAQ Category: 
Complaints