Personal Information Requests

Making a request

You may ask Axess for access to personal information, credit information or credit eligibility information we hold about you. You may also ask us to correct information if you believe it is inaccurate, incomplete, out of date or misleading.

Requests can be made by phone, email, post or through the contact form. Written requests are encouraged where possible, particularly for access to file information or detailed correction requests.

Identification

Before releasing information, Axess must reasonably identify the person making the request. If a request is made by a representative, we may require written authority before discussing or releasing information.

Responding to requests

Axess will respond to requests within a reasonable period. In most cases, we aim to respond within 28 days from the date the request is received and the requester has been reasonably identified.

Where reasonable, information will be supplied in the format requested. If no format is requested, we will use a reasonable format based on how the request was received and the nature of the information.

When access may be refused or limited

Access may be refused or limited where providing access would pose a safety threat, have an unreasonable impact on the privacy of others, prejudice legal proceedings or enforcement activities, reveal negotiation intentions in a prejudicial way, or otherwise be refused under the Privacy Act.

If access is refused, Axess will provide reasons in writing and explain relevant complaint or review options.

Types of information

Requests may relate to file notes, statements, contracts, correspondence, call recordings, legal documents or other account information. Information may be redacted where needed to protect third party personal information, privileged information, internal communications or government identifiers.

Axess does not provide copies of credit reports obtained from credit reporting bodies. We can assist you with information about how to request your own credit file from the relevant credit reporting body.

Contact

Access and correction requests can be directed to the Compliance Manager at compliance@axessrc.com.au, by phone on (07) 3834 3500, or by post to PO Box 1003, Spring Hill QLD 4004.