We aim to deal with everyone fairly, honestly and without pressure. You can hold us to that. The rights below apply when we contact you, and you can exercise any of them at any time — by phone, email or in writing, or through your secure customer portal.
Ask for the debt in writing
You can ask us for a written, itemised statement showing how the amount is made up — the original amount, any interest, fees or charges, and any payments already made. If you don't recognise the debt or aren't sure it's yours, ask us to confirm it in writing before you pay anything.
Tell us if you dispute it
If you believe you don't owe the debt, or the amount is wrong, tell us. While we look into a genuine dispute, we suspend collection of the disputed amount, and we won't list a credit default for a debt that is genuinely in dispute. You don't have to prove you don't owe it — where a debt is disputed, it's for the party claiming it to substantiate it.
Choose how and when we contact you
You can ask us to contact you only at certain times, or only by a particular method — for example, in writing rather than by phone. If you put a reasonable request in writing, we'll use the alternative you give us. We also keep contact within the frequency limits set out in the national guideline.
Get free help, or have someone speak for you
You can have someone deal with us on your behalf — a friend, a family member, a financial counsellor or a lawyer. Free, independent and confidential financial counselling is available through the National Debt Helpline on 1800 007 007, or at ndh.org.au. If you let us know you're represented, we'll deal with your representative.
If you're genuinely struggling to pay
If you're experiencing financial hardship, illness, family violence or another difficulty, tell us. We'll discuss options such as a realistic payment arrangement or a pause while you get support. Free help is available — the National Debt Helpline (1800 007 007), 1800RESPECT (1800 737 732) for family violence, and Lifeline (13 11 14) in a crisis. If you need an interpreter, ask, or call TIS National on 131 450.
Your privacy
We handle your personal information in line with the Privacy Act 1988 and the Australian Privacy Principles, and only use it to identify you, contact you about the account and recover the debt for our client. You can ask us what information we hold about you and ask us to correct it. We take care that our messages don't reveal the existence of a debt to anyone else.
Make a complaint
If you're unhappy with how we've dealt with you, you can complain to us — by phone, email or our online form. You don't have to put it in writing. We'll log it, look into it and respond. If you're still not satisfied, you can raise conduct concerns with the ACCC or ASIC, privacy concerns with the Office of the Australian Information Commissioner (OAIC), or contact your state or territory fair trading agency.
This page is general information about your rights when dealing with a debt collector in Australia and reflects the ASIC/ACCC debt collection guideline (RG 96). It is not legal advice and is being finalised — for advice about your situation, speak to a free financial counsellor (National Debt Helpline, 1800 007 007) or a lawyer.