Disputes and Complaints Information

-  Disputed transactions

-  Request a correction or investigation into the content of your credit report

Disputed Transactions

If you believe an entry of information made by an Experian Tenancy subscriber (property manager/landlord/letting agent or a collection agent), is incorrect or invalid, you can lodge a correction request with Experian Tenancy. To consider the correction, we will require the full details of the disputed entry/ies, this will be recorded on your Experian Tenancy record. 

If you do not have a copy of your Experian Tenancy record, click here to get a self-check done.

The object of our disputed transaction and or complaint's procedure is to facilitate the fair, simple, speedy, and efficient resolution of any matter raised to us. 

Once a disputed transaction request is received:

-  We will acknowledge receipt and then provide a written advice of the outcome as soon as possible thereafter. 

-  We aim to provide this to you within 15 working days from receiving the matter. 

It is important to note that we may need to obtain additional information from other parties to investigate the matter which may lead to delays in being able to respond fully, if this occurs, we will advise you of this. 

It is often preferable to document the nature of the correction and reasoning as to why you believe the entry needs to be corrected, to do this please write to us at:

Email:   accounts@experiantenancy.co.nz

Mailing Address:   

Level 33, 23/29 Albert Street,
Auckland Central, Auckland 1010

Lodge Disputed Transaction or Complaint Online
In order to lodge a Dispute or Complaint request please use the following on-line form.

If you prefer to send more detailed information, please forward your written request to Experian Tenancy including, the outcome required, any steps that you may have taken to resolve the issue and any supporting documents that may be relevant.

Your letter should include:

1. Your details in full including preferred contact methods.
2. The name(s) and contact details of any people that you have already spoken to about the disputed entry.
3. Any email or other correspondence you may have regarding the disputed information.
4. A short explanation of why you believe the information is incorrect so that we can investigate the matter for you.
5. Attach all copies of payment receipts and any other relevant documentation that may assist us during our investigation process.

• report the matter to the police.
• report the matter to the fraud department of the Experian Tenancy subscribers involved.
• provide the Police complaint file number and details so we can record this on the Experian Tenancy system.

When you do this the Police and or the Experian Tenancy subscribers may conduct their own investigations. If this occurs the Experian Tenancy subscriber will advise Experian Tenancy of the outcome.

Request a correction or investigation into the content of your credit report

This refers to the information held on your credit report by the Experian New Zealand Credit Reporter.

To lodge a complaint, please fill out our complaints form.

Lodge a complaint

Alternatively, you can write to us at:

Complaints Department
Experian New Zealand
PO Box 9589, Newmarket
Auckland 1031

Please note that if a correction request for information held on your credit report is sent to Experian Tenancy we will forward this to the Experian Credit Reporter for this to be investigated.

Complaint Resolution Process

Experian Tenancy has a complaints procedure in place that we will follow if you believe we have failed to address your concerns. The object of our complaint procedure is to facilitate the fair and efficient resolution of complaints.

Under our complaint 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 investigate your request and advise you of the outcome, or if additional time is required to investigate the matter.

Upon completion of our investigation, we will advise you of our decision, the reasons for it and any corrective or other action we propose to take.

If you have used our complaints procedure and are not satisfied with our resolution you may wish to escalate the matter. If you have any additional information that we did not have and believe this should be considered, then please forward these details to:

Email: accounts@experiantenancy.co.nz

Mailing Address:   

Level 33, 23/29 Albert Street
Auckland Central
Auckland 1010