Disputes and Complaints Information

There are a number of situations that you may wish to rectify. The details for each of these are outlined directly below.

- Disputed transactions

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

- Complaint Resolution Process

Disputed Transactions

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

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: admin@illiontenancy.co.nz

Mailing Address:

illion Tenancy
Level 2, 666 Great South Road
Ellerslie
Auckland 1051

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

Send me a copy of this Disputed Transaction or Complaint lodgement by email

Disputed Transaction and Complaint Process - On receiving your lodgement we will acknowledge receipt and then respond in writing as soon as the appropriate review has been undertaken. If additional information is required we will contact you using the information provided above.

Please confirm your preferred method of communication:

If you prefer to send more detailed information, please forward your written request to illion 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:

Your details in full including preferred contact methods.
The name(s) and contact details of any people that you have already spoken to about the disputed entry.
Any email or other correspondence you may have regarding the disputed information.
A short explanation of why you believe the information is incorrect 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 record is not related to you and may have been caused by another individual committing fraud such as using your identification, we recommend that you;

report the matter to the police.
report the matter to the fraud department 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 or the illion Tenancy subscribers may conduct their own investigations. If this occurs the illion Tenancy subscriber will advise illion 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 illion New Zealand Credit Reporter.

Please note that a credit report describes your credit history, not simply your current debts. For example, information about a default that has been paid in full can continue to be reported on your credit record for up to 5 years from the date of default.

Step 1.

While illion Tenancy is not the holder of the credit report information you can 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 record by a credit provider or a debt collection agent.

You do not need to fill in a form, but your written request should include the following information:

Your full name, date of birth and current residential address
Full details of the corrections or investigation you are requesting
Attach any relevant information and documentation that you have to support your request (i.e., Police Complaint acknowledgement - please note that this supporting documentation is important in order to resolve the matter quickly)

Step 2.

Forward your letter together with the supporting documentation as detailed in Step 1 to:

illion Credit Reporter

Phone: 0800 362 222 (Opening hours Mon-Fri 9.30am - 6.00pm) Email: pacnz@illion.co.nz

Mailing Address: illion

PO Box 9589 Newmarket Auckland 1031

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

Complaint Resolution Process

illion 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: