Information for credit repairers and representatives

If you are helping a client with their credit file and you have found an enquiry or account from Automated Collection Services, this page explains what it is and how we can help you resolve it quickly.

Why Automated Collection Services appears on a credit file

Automated Collection Services Pty Ltd, trading as ACS Asset Management, holds Australian Credit Licence 468425. We process finance applications, service loans and manage collections on behalf of lenders, including:

• Smile Right — payment plans and personal loans for dental, medical and cosmetic treatment
• Breeze Finance — payment plans and loans for purchases made at a merchant's premises or through a door-to-door salesperson
• Pay for Paws — payment plans for veterinary treatment

When one of these lenders assesses an application, the credit check is made through our systems. Because of credit reporting system limits, the enquiry is often shown on the Equifax file as "Automated Collection Services" rather than under the lender's name.

A credit enquiry only records that an application was assessed. It does not mean your client owes us money, has an account with us, or has a default.

Before you lodge a dispute: three questions to ask your client

Most enquiries we are asked about turn out to be applications the client did make, but made at a clinic, a merchant or at home with a salesperson, so they do not remember it as "applying for credit". Asking your client these questions first can save you and your client weeks.

1. Have you visited a dental, medical, cosmetic or veterinary clinic and asked about paying off your treatment? Clinics often offer a Smile Right or Pay for Paws payment plan to help pay for treatment. The clinic can refer your client, but only your client can complete the application.

2. Have you bought something from a door-to-door salesperson, or at a store or other merchant, and been offered a way to pay it off? Breeze Finance offers payment plans and loans through merchants and door-to-door sales. The salesperson or merchant can refer your client, but only your client can complete the application.

3. Did you start an application, even if you did not go ahead? An enquiry stays on the file even if your client did not proceed, changed their mind or was declined.

Every application is completed by the applicant themselves, and requires them to accept a privacy and credit reporting consent before the credit check is made.

If your client did apply

An enquiry that correctly records an application cannot be removed. Under the Privacy Act, correction applies only to information that is inaccurate, out of date, incomplete, irrelevant or misleading. We can confirm the date, the lender and the product involved, so you can explain the enquiry to your client.

If your client did not apply

If your client does not recognise the application, contact us. We will:

• check the application record, including how and where it was made
• tell you the outcome in writing, with reasons
• ask Equifax to correct or remove the information if it is wrong

If your client believes they are a victim of fraud, they can also ask Equifax for a ban period, which stops their credit file being used or disclosed while the matter is investigated. Visit www.equifax.com.au.

How to contact us

Email privacy@acsasset.com.au, call 1300 851 953, or write to Privacy Officer, ACS Asset Management, PO Box 7795, Cloisters Square WA 6850.

To help us respond quickly, please include:

• your client's full name, date of birth and current address
• the enquiry date and name exactly as shown on the credit file
• your client's signed authority for you to act for them
• your business name and contact details, and, if you charge your client a fee, your Australian Credit Licence or credit representative number
• whether your client recognises the clinic, the merchant or salesperson, or the application

We aim to resolve credit reporting requests within 30 days. There is no charge for this, and your client can also contact us directly at any time.

If you are not satisfied

If you or your client are not satisfied with our response, you can contact the Australian Financial Complaints Authority (AFCA) at afca.org.au or 1800 931 678, or the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.