At ClearScore, we give you free access to your credit report and score from 2 of Australia's main credit reporting bureaus - Experian and illion.
ClearScore itself is not a credit bureau, which means we don't control your credit score or report, and lenders don't use us to carry out credit checks on you. That said, we can guide you in getting your information corrected with the credit bureaus.
If something's not right on your credit report and you've already spoken to the lender
If the credit provider you’ve contacted doesn’t agree with your correction, they’ll need to provide you with reasons why.
If you’re still not satisfied with the decision, you can appeal this via the External Dispute Resolution scheme (EDR) or the Office of the Australian Information Commissioner (OAIC). You can also raise a complaint with AFCA.
www.afca.org.au/about-afcaFor anything else, reach out to our Customer Operations team and we'll be happy to help. Just fill out our online contact form or email us at firstname.lastname@example.org, and we'll aim to get back to you within 24 hours.
ClearScore Australia's complaints policy
If you have a complaint about ClearScore products or services, we really want to hear from you so that we can put things right. Please email email@example.com with the details of what's gone wrong - and how we can make it right. We're committed to resolving all complaints in accordance with the guidelines set out by our regulator, ASIC.
What happens next?
We’ll try and respond to you as quickly as we can, with a full explanation of what has happened in your case. Responding to a complaint can take up to 30 days, but we aim to be much quicker than this.
What if I'm unhappy with your response?
If you're not satisfied with our response to your complaint, or it's been more than 30 days since you raised it with us, you can ask the Australian Financial Complaints Authority (AFCA) to investigate it for you:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
If your complaint relates to our handling of your personal information, you may also reach out to the Office of the Australian Information Commissioner (OIAC):
Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001
Phone: 1300 363 992