You've received a letter from Merion

What this letter is

You have received a letter of demand — a formal, written request for payment of an amount recorded as outstanding. It is a standard part of the commercial debt recovery process and a normal step that occurs before any matter is escalated. Receiving one does not mean legal action has been taken against you.

A business you have dealt with has engaged Merion to recover the amount on their behalf. Your letter identifies the original creditor, the amount claimed, and a reference number unique to your account. Please quote that reference number in any contact with us.

Your rights

Debt collection in Australia is regulated. The ACCC and ASIC debt collection guideline sets clear standards for how you must be treated. As the recipient of a recovery notice, you are entitled to:

• be told the identity of the original creditor and the amount claimed;
• ask for information that verifies the debt;
• raise a genuine dispute about whether the debt is owed or the amount is correct;
• be contacted only at reasonable hours and with reasonable frequency;
• be treated without harassment, intimidation, or misleading conduct;
• have a reasonable request for a payment arrangement considered fairly.

Our Financial Disclosures page sets out in full how we are regulated and the standards of conduct we hold ourselves to.

If you think the letter has reached you in error

Occasionally a notice reaches the wrong person — for example where names are similar, or a contact detail held by the creditor is out of date. If you believe this letter was not intended for you, contact us with the reference number and we will investigate and correct our records.

How to be sure the letter is genuine

A genuine letter from Merion names the original creditor and carries a reference number. If anything about a message gives you doubt, do not rely on contact details from that message alone — reach us using the phone number and email address published on this website, and quote your reference number.

What happens if the letter is ignored

We would always rather resolve a matter by agreement. However, an account that receives no response does not simply close — it may be escalated, and unresolved matters can ultimately proceed to formal legal recovery, which can add cost and narrow the options available to you. Responding early, even just to start a conversation, almost always leads to a better outcome.

If you are experiencing financial hardship

If paying this account would cause you genuine hardship, please tell us — we can take your circumstances into account when considering an arrangement. You can also access free, independent and confidential advice from a financial counsellor.

Making a complaint

If you are concerned about how we have handled your account, you can make a complaint. We will acknowledge it and review it promptly and fairly. If you remain dissatisfied, you may escalate the matter to the ACCC or ASIC, or — for financial-service debts — to the Australian Financial Complaints Authority (AFCA).