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.

Raise and track your request via CreditConnect Contact the credit provider directly

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.

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 being disputed (as it is shown on their credit report
  4. What the error is and proof of the error such as a letter of evidence from the credit provider
  5. What the correction is believed to be
  6. Statutory declaration where the change is because of identity theft / fraud. It’s a good idea to include this in the request along with a police report if accessible

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

One form of primary photo ID

  • New Zealand passport
  • New Zealand certificate of identity
  • New Zealand refugee travel documentation
  • Emergency travel document
  • New Zealand firearms licence
  • Signed overseas passport
  • National ID card.

OR

One form of primary non-photo ID

  • New Zealand full birth certificate
  • Certificate of New Zealand citizenship
  • Overseas citizenship certificate
  • Overseas birth certificate.

AND

One form of secondary photo ID:

  • New Zealand driver licence
  • New Zealand Defence photo ID
  • Police Photo ID
  • 18+ card or Kiwi Access Card
  • International Driving Permit.

OR

New Zealand driver licence

AND

One of

  • New Zealand Defence Photo ID
  • Police Photo ID
  • Signed SuperGold Card
  • A bank statement issued by a registered bank within the last 12 months
  • A statement or document issued by a Central Government Agency or Crown entity addressed to the customer within the last 12 months.

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.