corrections

Keeping your credit report accurate

Your credit report tells you important things you need to know when accessing the financial services you need, so keeping it accurate and up-to-date is more than a service. It’s a responsibility.

To compile the information on your credit report we rely on a range of sources including credit providers and public records. We partner with them to keep your details up-to-date. We take every precaution (including security and privacy measures) to make sure the information we share is correct, but sometimes errors can occur, for example, when information we’re given is not as accurate as it should be.

Need to make a correction on your credit file?

There are a couple of ways to correct the information on your credit report.

  1. Raise and track your request online

  2. Contact the credit provider directly

Raise and track your request online

You can request for us to contact the credit provider on your behalf to have the information disputed. Please note that resolutions of disputes may take up to 30 days from the date all data regarding the dispute is received.

Request a correction on your illion credit report

To request a correction please log in to illion Credit Check.

Log in

Request a correction on your Experian credit report

To request a correction please log in to the Credit Connect portal.

Log in

Contact the credit provider directly

If the credit provider(s) agrees the information on your file is incorrect they must forward a request to us within 5 days to make the correction. Any credit provider must investigate any correction request you make. This applies even if the information wasn’t entered correctly by the credit provider. They must demonstrate to you how the information on your credit report is correct if they don’t agree to correct it.

If you’re not happy with the action taken by the credit provider, you can raise this with their External Dispute Resolution (EDR) scheme, or with the Office of the Australian Information Commissioner (OAIC).

Third Party Requests

Correction requests from a third party can be raised on behalf of a consumer (e.g. solicitors, credit repair agencies).

To complete the request, the following information will need to be provided via email to: creditreport@au.experian.com

  1. Signed ‘Authority to Act’ from the consumer(s) granting the third-party access to their credit report
  2. 100 points of identification to enable Experian to verify the consumers identity
  3. The exact piece of data you’re disputing (as it is shown on your Experian Credit Report 
  4. What the error is and proof of the error such as a letter of evidence from the credit provider
  5. What you believe the correction should be
  6. Statutory declaration where the change is because of identity theft / fraud. It’s a good idea to include this in your request along with a police report if you have one

Further information on the corrections process

You will be required to provide a minimum of 100 Points of Identification (ID) and Proof of Address from the list below:

  • Minimum of ONE (1) document from Group A AND
  • Minimum of ONE (1) document from Group B AND / OR Group C

Primary Group A

Driver licence issued by an Australian State or Territory - 40
Roads and Maritime Services (Formerly RTA) photo card - 40
Proof of Age Card (Government issued) - 40
Government employee ID (Australian Federal / State Territory) - 40
Current Australian Tertiary Education Institution Photo ID - 40
Defence Force Identity Card (with photo) - 40
Foreign passport (current) - 70
Australian passport (current) - 70

Secondary Group B

Medicare card issued by Health Insurance Commission - 25
Credit card or debit card issued by a financial institution in Australia - 25
Australian Marriage Certificate (Australia Registry issue only) - 25
Change of Name Certificate (Australian Registry only) - 25
Taxation Assessment Notice - 25
Centrelink card issued by Centrelink - 40
Department of Veteran's Affairs card issued by DVA - 40
Working with Children / Teacher's Registration Card - 40
Full Birth Certificate (not a Birth Certificate extract) - 70

Secondary Group C
Utility bills (e.g. phone, electricity or gas) - 20
Australian Mortgage Document (current address) - 25
Property rates notice - 25
Bank or credit card statements showing your current residential address - 25
Property lease agreement - 25

Here are some examples of the varying types of corrections you can raise with your credit provider.

  • Credit enquiries
  • Credit account information such as: credit provider information, date of opening, date of closure
  • Repayment history
  • Bankruptcy
  • Court actions
  • Access records

To make the process as simple as possible, we suggest having the following information to hand when making a correction request:

  • Credit report number (order your free credit report here)
  • Full name
  • Date of birth
  • Driver’s licence number
  • Current and previous residential addresses
  • The exact piece of data you’re disputing (as it is shown on your credit report)
  • Evidence – such as a letter from a bank, account closure statement etc. that proves that the data is incorrect
  • What you believe the correction should be
  • Statutory declaration where the change is because of identity theft / fraud. It’s a good idea to include this in your request along with a police report if you have one

The data in your credit report is based on the information provided to us by credit providers. Experian are not authorised to amend or change any data without the specific written consent of the lender who provided the information to us. It is a good idea to approach the respective credit provider directly to change your personal information. 

Once we receive your correction request, we will provide you with email confirmation that it has been received. Our team will investigate your request within 30 days and provide you a response of our findings and decision via email. We may notify you that there is a delay and seek to extend this time if we have not concluded our investigation within this timeframe.

If you are unhappy with the outcome of a correction investigation or would like to make a complaint, please contact our Internal Disputes Resolutions Team via email creditreport@au.experian.com or visit our Complaint Handling page.

You can also contact the Australian Financial Complaints Authority. Please note that AFCA will likely encourage you to try to resolve your issue with us first before they get involved in investigating your complaint.

AFCA contact details:

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