If you want to complain about the information on your credit report you should contact the relevant credit provider or credit reporting body. Your complaint must be acknowledged within 7 days. They are required to make a decision about the complaint within 30 days. If the credit provider or credit reporting body doesn’t think your complaint can be resolved in 30 days, they must inform you before the end of the 30-day period and ask you to agree to an extension for a reasonable period.

Complain to a recognised EDR

If the credit provider or credit reporting body doesn’t respond to the complaint, or you’re not satisfied with their response, you may complain to the relevant external dispute resolution (EDR) scheme.

A credit provider accessing the credit reporting system must be a member of an EDR scheme recognised by the OAIC. A credit reporting body must also be a member of a recognised EDR scheme. To find out more, see the recognised EDR schemes register. Examples of recognised EDR schemes include the Australian Financial Complaints Authority (AFCA) and the Telecommunications Industry Ombudsman (TIO).

An EDR scheme makes membership information available on their website. You can also contact the credit reporting body or credit provider to check what EDR schemes they belong to.

Complain to the OAIC

If you’re not satisfied with the outcome of the EDR process, or if you’d prefer to complain directly to the regulator, you can complain to us.

Your complaint must be in writing. We can’t take it over the phone.

We may decide not to investigate a complaint made more than 12 months after you became aware of the act or practice.

Find out more about how we investigate and resolve your complaint