Dispute resolution policy

In order to ensure the accuracy of information held on our database and to avoid unnecessary embarrassment or concern being caused, DebtPayable has established a Dispute Resolution Procedure.

If you discover, or believe, that our database contains information about you which you consider to be inaccurate, incomplete or out of date then you are welcome to make use of this policy.

If the complaint is in regards to information in your credit file, obtain a copy of your credit file so that you can check the accuracy of it.


You may contact us by:


Dispute Resolution


PO Box 569



Dispute Resolution


In your communication with us you should provide:

  • Your Ref ID

  • Your full name and date of birth

  • Your postal or email address

  • Your daytime and mobile telephone numbers

  • Details of the entry that you believe to be inaccurate, incomplete or out of date

  • Details of the correction that you seek to that entry

You should also be prepared, if requested, to provide us with certified copies of documents which will prove your identity (a passport or driver’s licence) and which show that the entry is inaccurate or misleading. A certified copy of a document is a photocopy with a statement on it from a Justice of the Peace, Solicitor or Notary Public, stating that he or she has seen the original and that the copy is true to the original. The person certifying the copies should also print his or her full name and business address on them.

After receiving such information and documents, and any further details that may be requested, our Dispute Resolution staff will evaluate the matter and, if considered advisable, make further enquiries. If appropriate they will invite you to comment on anything learned during those enquiries. All enquiries will be supervised, and all final decisions on disputes will be made by a qualified and experienced lawyer.

If the entry is found in due course to be inaccurate, incomplete or out of date it will, depending on the circumstances, be deleted or corrected. In any event you will be informed of the outcome and have the opportunity to comment on it.

We will acknowledge all complaints received within 14 days of receipt. Acknowledgement will be by phone call, letter or email at which time we will provide you with the name and contact details of the officer who will be managing your case. Within 30 days we will respond with our decision, however in some cases a response may be issued earlier. However, if it has not been possible to complete the complaints review process within 30 days, we will notify you by phone or in writing of the reasons for the delay and provide a date for resolution.

If you are not happy with our decision about the complaint, you have the right to take the matter to an External Dispute Resolution (EDR) with either the Financial Ombudsman Service (FOS) or the Office of the Australian Information Commissioner (OAIC)

The contact details for FOS scheme are available at www.fos.org.au.

If you choose to raise a complaint directly with the OPC. Contact details are as follows www.oaic.gov.au.