Complaints Handling

If you have any complaints please follow these steps

At Experian, we take complaints seriously and will do our best to ensure that every complaint is handled appropriately.

All issues raised in regards to service delivery, timeframes or an Experian employee's performance are considered complaints.

Before we can proceed with your complaint, we are required to identify you. In order to do this, we need some personal information to be submitted to Experian. Failure to provide this information may result in a delay or prevent us from being able to investigate your issue. We will aim to respond to your matter within 10 working days from when all the required information is received.

You may lodge a complaint with Experian Australia Credit Services Pty Ltd via the following channels:

Phone: 1300 783 684
Email: creditreport@au.experian.com
Fax: 02 8405 3369

Post:
Experian Australia Credit Services Pty Ltd
Attn: Consumer Support Team
GPO Box 1969
North Sydney NSW 2060

To assist in resolving your complaint, please provide an explanation including date, time and details. Our focus will always be to resolve any complaint as quickly as possible.

Once you receive a response from Experian, if the matter hasn't been resolved to your satisfaction you may choose to take the matter to the Credit Ombudsman Service (COSL). To do so, please visit http://www.cosl.com.au/

The Privacy Act also gives you the right to make a complaint to The Office of The Australian Information Commissioner if you believe an Australian or ACT government agency, or a private sector organisation covered by the Act, has mishandled your personal information contained in a record. To do so please contact the Office of The Australian Information Commissioner at:

Office of the Australian Information Commissioner
GPO Box 5218
MELBOURNE VIC 3001