Disputes and Complaints Information
There are a number of situations that you could wish to rectify. The details for each of these are outlined directly below.
If you believe an entry of information made by an illion Tenancy subscriber (property manager/landlord/letting agent or a collection agent), is incorrect or invalid, you can lodge your complaint with illion Tenancy.
The full name of the illion Tenancy subscriber or debt collector will be named on your illion Tenancy record. If you do not have a copy of your illion Tenancy record, click here to get a self-check done.
The object of our complaints procedure is to facilitate the fair, simple, speedy and efficient resolution of complaints.
Once a complaint is received:
- We will acknowledge the complaint within five (5) working days and then respond with written advice of the resolution as soon as possible thereafter.
- This will generally be as soon as practicable within 15 working days from receiving the complaint.
It is important to note that we may need to obtain additional information from other parties in order to resolve a complaint, this may lead to delays in being able to respond fully, if this occurs we will take steps to advise and agree on the additional time required.
It is often preferable to document the nature of the complaint to ensure the details are clearly understood, to do this please complete the on-line Complaints Lodgement form below.
Lodge Complaints Online
Alternatively, you can write to us at:
Level 2, 666 Great South Road
This refers to the "Identity Details" section of your credit record.
You will need to write to us and tell us what you would like corrected or investigated. The request for a correction or an investigation normally arises from entries recorded on your record by a subscriber or a debt collection agent.
You do not need to fill in a form but your written request must include the following information:
- Your full name and current residential address
- Full details of the corrections or investigation you are requesting
- Attach all of the relevant information and documentation that you have to support your request (i.e Police Complaint acknowledgement - please note that this supporting documentation is vital for the fulfillment of your request)
Forward your letter together with the supporting documentation as detailed in Step 1 to:
Level 2, 666 Great South Road
We must take reasonable steps to ensure the accuracy of information we hold about you and must act promptly to correct any errors we become aware of. This will usually involve checking the information you provide with the source, such as a subscriber (or creditor) who submitted the information.
If you think there are inaccuracies in your illion Tenancy record, you can request that we correct them or have them investigated by following the procedure above.
We must, as soon as is reasonably practicable, decide whether to make the correction you have requested or to confirm the accuracy of the information. If we need longer than 15 working days to make a decision we must notify you of the extension and the reason for it. If the requested correction is not made, we must tell you the reason and you may ask to have a dispute statement of the correction sought but not made. This dispute statement will be included in your illion Tenancy record.
If a correction is made, or a dispute statement added, we will send an amended report to any illion Tenancy subscriber recorded as having accessed your credit record within the last 30 days.
If you are not happy with the decision illion Tenancy has made about the complaint, then you may choose to take the matter to the Privacy Commissioner who has statutory powers to investigate the matter.
Please note that a credit record describes your credit history, not simply your current debts. For example information about a default that has subsequently been paid in full can continue to be reported on your credit record, provided it should be updated to reflect the later developments, as it remains an accurate statement of those historical events.
illion Credit Reporter
Phone: 0800 362 222 (Opening hours Mon-Fri 9.30am - 6.00pm)
Mailing Address: illion
PO Box 9589 Newmarket
Ministry of Justice, Tenancy Tribunal
Phone: 0800 836 262 (Opening hours Mon-Fri 9.30am - 6.00pm)