Contact about an account should always be reasonable in both frequency and timing. The ACCC and ASIC debt collection guideline sets out what ‘reasonable’ means, and our practice follows it.
In practice, that means contact at sensible hours, not excessive in number, and with a clear purpose each time — to share information or to move toward a resolution, not to apply pressure. If you have agreed a payment arrangement with us and are keeping to it, routine recovery contact pauses while the arrangement is on track.
If you feel contact has been more frequent than is reasonable, please tell us — you can raise it directly or through our complaints process, and we will review it.
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