Debt collection in Australia does not operate in a vacuum. It sits inside a framework of regulators and independent dispute-resolution schemes whose job is to keep conduct fair. Understanding that framework is useful whether you are a creditor or a recipient.
The regulators
The Australian Competition and Consumer Commission (ACCC) and the Australian Securities and Investments Commission (ASIC) jointly publish the debt collection guideline that sets the conduct standard for the industry. They oversee the law that prohibits misleading, harassing or coercive collection practices.
The ombudsman schemes
For debts connected to a financial product or service, the Australian Financial Complaints Authority (AFCA) offers free, independent dispute resolution. Where personal information is the issue, the Office of the Australian Information Commissioner (OAIC) can step in.
Why this matters to a creditor
A creditor choosing a recovery partner is, in effect, lending that partner their name. If the collector’s conduct falls short, it is the creditor’s customer relationship — and reputation — that absorbs the damage. Engaging a firm that treats the guideline as its baseline is not just an ethical choice; it is risk management.
Merion’s process is built around the ACCC and ASIC guideline from the ground up. Our Financial Disclosures page sets out how we are regulated and the standards we hold ourselves to.