Fixing errors in your credit report

Your credit report should be accurate and up to date. If you find information that looks wrong, you can have it corrected for free.

Common credit report errors

Some examples of mistakes that may appear on your credit report include:

• Your name, date of birth, or address is incorrect.
• A credit enquiry appears, but you never applied for credit with that lender.
• An account is listed as open when it has been closed.
• An account appears that you do not recognise.
• Your repayment history shows missed payments that were actually paid on time.
• Hardship support you received from a lender is missing from your report.

What cannot be removed?

If the information on your credit report is factually correct, it generally cannot be removed. For example:

• Genuine missed payments
• Legitimate defaults
• Credit enquiries where you applied for a loan, even if you did not receive the loan or have since paid it off.

How to fix errors in your credit report

• STEP 1: GET YOUR FREE CREDIT REPORTS

  Request a free copy of your credit report from each credit reporting body. The two main credit reporting bodies are Equifax and Experian.

   

  This helps you check that the information is consistent across all reports. 

• STEP 2: REVIEW YOUR CREDIT REPORTS CAREFULLY

  Look for any information that seems incorrect.

  If you have documents that support your claim, gather them before making a correction request. Helpful documents may include:

  • Bank statements
  • Payment receipts
  • Account closure letters
  • Correspondence from your lender
  • The circumstances around the repayment issue (for example, a health condition, loss of employment, natural disaster impact)

  Providing evidence can help speed up the investigation.

• STEP 3: REQUEST A CORRECTION

  You can contact:

  • The lender or credit provider responsible for the information, or
  • Any credit reporting body that holds your credit information.

  They must investigate your request and provide a written response within 30 days (unless you agree to an extension).

  The response will explain:

  • Whether the correction will be made, and
  • If not, why the information will remain unchanged.

Important things to know

• Credit report corrections are always free.
• If a correction is made, you must receive an updated copy of your credit report.
• Be cautious of paid “credit repair" services, or companies that that promise to ‘clean’ credit reports or remove accurate information for a fee. They are charging for services that you can do yourself for free.
• If you cannot deal with the correction request on your own, there are experts who can help you through the process, providing free advice and assistance:
  • National Debt Helpline: Call 1800 007 007 to speak with a financial counsellor for free
  • Financial Counselling Australia: Visit their website to find a free financial counsellor in your area.

Tips on how to fix any errors on your credit report:

• Contact your credit provider or a credit reporting body and ask them to explain the information on your report. If you believe it's wrong, ask for a correction.
• Gather any supporting documents, such as payment receipts or account records, to help prove the information is incorrect. Providing evidence early can speed up the process.
• If you don’t agree with the response from your credit provider or a credit reporting body, or the problem can’t be fixed, you can ask to make a formal complaint to them. The contact details for lodging complaints or their internal dispute resolution area should be on their website.
• If you're unable to resolve the issue directly, you can go to the provider's External Dispute Resolution service, which are independent complaints bodies. For most providers, this will be the Australian Financial Complaints Authority. If you need help, a financial counsellor can provide free advice and support throughout the correction process.