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, made by a illion Tenancy subscriber (property manager/landlord/letting agent or a collection agent), is incorrect or invalid you need to first make every effort to resolve the matter directly with the illion Tenancy subscriber or debt collection agency. 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.
If you have not been satisfied with the response, or outcomes, from the subscriber or debt collection agency and you feel that your issue is legitimate then you we encourage you to contact us about the issue in writing to allow us to understand the situation fully and what your expectations are.
Level 2, 666 Great South Road
Forward your request to illion Tenancy and ensure that you advise us of the steps that you have already taken to resolve the issue with the Credit provider and collection agent.
Your letter should include:
- Your request for illion Tenancy to investigate your issue for you.
- The name(s) and contact details of the people that you have already spoken to as well as the dates of telephone calls and or meetings.
- Any email correspondence you may have regarding the incorrect/invalid information.
- A short explanation of the issue you have in relation to the detail within your credit file so that we can investigate the matter for you.
- Attach all copies of payment receipts and any other relevant documentation that may assist us during our investigation process.
If you believe that some information on your illion Tenancy credit file has not been caused by your actions and may have been caused by another individual committing fraud such as using your identification document then you need to;
- Promptly report the matter to the police.
- Promptly report the matter to the fraud department of each of the illion Tenancy subscribers involved.
- Provide the Police complaint file number and details so we can record this on the illion Tenancy system.
When you do this the Police and the illion Tenancy subscribers will conduct their own investigations. Please have the illion Tenancy subscribers notify illion Tenancy of the outcome. Only when this step is completed by you we will be able to remove any fraudulent activity from your credit file.
Because you are responsible for the management of your financial affairs, accounts and identity it is your responsibility to contact the illion Tenancy subscribers directly to make them aware of your situation and so that they can update your account records held with them to reflect the current situation.
If you do not promptly inform the illion Tenancy subscriber of your situation they may hold you responsible and liable for the bad debt incurred because they are not aware of your circumstances.
This refers to the "Identity Details" section of your credit file.
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 file 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
illion Tenancy has a complaints procedure in place that we must follow if you believe we have breached the Credit Reporting Code 2004. The object of our complaints procedure is to facilitate the fair, simple, speedy and efficient resolution of complaints.
Under our complaints procedure:
We will acknowledge your complaint in writing within 5 working days of receipt, unless it has been resolved to your satisfaction within that period.
Within 10 working days of acknowledging your complaint we will continue to investigate your request and advise you if it is justified, or if additional time is required to investigate and the reasons why.
Upon completion of our investigation we will advise you of our decision, the reasons for it and any action we propose to take.
If you have utilised our complaints procedure and are not satisfied with our resolution you may wish to appeal. If you have any further information that we should consider, then please forward the details with your appeal to:
Level 2, 666 Great South Rd
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.
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 there are steps you can take to request that we correct them or have them investigated. These steps are outlined 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 20 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 statement of the correction sought but not made. This 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 file within the last 30 days.
Please note that a credit file 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 file, 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)