Online Dispute Resolution Process

For Tagalog version, click here.

 

How to file a dispute through the CIC Online Dispute Resolution System (ODRS)

What can I file a dispute for through the ODRS?

  • Any incorrect or outdated credit data and personal information

  • Any missing credit record from lenders registered with CIC

  • Fully paid loans that still appear as outstanding

  • Any negative credit information already settled for more than three (3) years


What do I need to file a dispute?

  • Your CIC Credit Report’s 14-digit Transaction Reference Number (TRN)
    *The report shall be not more than thirty (30) days old from the date of issuance.
    *If your report does not have a TRN, please contact and request the TRN from your credit report provider.
     

Reminders before filing a dispute:

1. Review your credit report thoroughly and note down all incorrect, outdated, and missing credit and personal information therein.

2. You can file a single dispute against multiple lenders using one TRN. However, you can use the TRN only once for filing of disputes.

3. Please make sure that your device has a working camera for the liveness check step.
 

Steps in filing a dispute through the ODRS

Step 1. Access the CIC ODRS page

Step 2. Terms and Conditions

  • Read and understand the Privacy Notice and Terms and Conditions. Tick the checkbox to agree and click Next.

Step 3. Verification

  • Key in your credit report’s TRN and the email address you used in requesting the report. Provide the requested information on the page.

Step 4. eVerify Liveness Check

  • Allow camera access on your device and read the instructions on the screen.

Step 5. eVerify Results

  • A “VERIFICATION SUCCESSFUL!“ message will appear if check has been successful. Otherwise, click the “TRY AGAIN” button.

Step 6. Personal Information

  • Upon successful verification, the form will be automatically filled up with your basic personal information from PhilSys. Provide at least one (1) or as many government ID numbers, as applicable.
  • You may manually edit the specific form fields for any updates or edits.

Step 7. Disputed Subject

  • Accomplish this section if you are disputing any personal information on your credit report. Skip this part by clicking Next if none.

Step 8. Disputed Contract

  • Provide the information being requested if you are disputing any incorrect, outdated, or missing credit data on your report. Skip this part by clicking Next if none.
    Note: If you have disputes against multiple lenders, click Yes to the “Do you want to file another dispute” pop-up notification. 

Step 9. Confirmation

  • Review the ODRS form to ensure that all details are correct and complete. Read the remarks at the bottom of the page and click Submit to file the dispute if you agree.
  • Otherwise, click Previous to edit a previous section, or close the window if you wish to not proceed with the filing.

Step 10. Acknowledgement receipt from CIC

  • Upon successful filing of the dispute, the ODRS will send you a system-generated message containing the details of your filed dispute as well as the Dispute Tracker Manual.


To follow up on the status of your filed dispute(s), please email the CIC Dispute Resolution Team through your email thread with them and the concerned lender.
For any dispute-related concerns or inquiries, email the DRT at dispute@creditinfo.gov.ph.
 

If you failed the liveness check twice or have yet to register with PhilSys for your National ID, follow the steps below:

1. Upon failing the liveness check twice, click “RE-VERIFY.”
Note: You will need the digital copy of your CIC Credit Report to proceed with the dispute filing.

2. Redo Steps 2 and 3, then follow the instructions from Step 6 to 8.

3. Upload the copy of your credit report (shall be in PDF file format).

4. Review the ODRS form to ensure that all details are correct and complete. Read the remarks at the bottom of the page and click Submit to agree and proceed to file the dispute.
Otherwise, click Previous to edit a previous section, or close the window if you wish to not proceed with the filing.