The ACCC and ASIC administer the Commonwealth laws that protect people from undue harassment and illegal debt collection conduct. You can report unacceptable behavior that is serious or ongoing to the ACCC or ASIC using information provided at the end of the page .
For debts relating to loans, credit cards, or early fiscal services, contact ASIC.
Reading: What debt collectors can & cannot do
For debts relating to goods and services such as earphone or utility bills, tradespeople or early service providers, contact the ACCC .
Legal rights when dealing with debt collectors
Under the australian Consumer Law, a debt collector must not :
- use physical force or coercion (forcing or compelling you to do something)
- harass or hassle you to an unreasonable extent
- mislead or deceive you (or try to do so)
- discuss you debt with someone else without your permission
- take unfair advantage of any vulnerability, disability or other similar circumstances affecting you (this may amount to unconscionable conduct).
These laws besides apply to a debt collector ’ randomness demeanor towards your spouse, partner, family member or person else connected with you .
Make a formal ailment if a creditor or debt collector misleads you, threatens you or is abusive .
Case study video
Owing a debt can be nerve-racking, but it ‘s authoritative to remember your rights. Knowing what debt collectors can, and ca n’t do when trying to resolve a debt, and the steps available to you, can make all the difference .
Embedded video The story, all names, characters, and incidents portrayed in this video recording are fabricated. No identification with actual persons ( living or deceased ), places, buildings, and products is intended or should be inferred .
Being contacted about a debt
debt collectors can by and large contact you to discuss a debt and to ask for repayment but in doing this they should take your personal and fiscal position into account, including your ability to make repayments .
A debt collector should only contact you when it is necessary to do so and when the contact is made for a reasonable determination .
A reasonable determination includes :
- making a demand for payment
- making arrangements for repayment
- finding out why an agreed repayment plan has not been met
- reviewing a repayment plan after an agreed period of time
- inspecting or recovering mortgaged goods (if they have a right to do so).
As a usher, if touch is necessity, it should be limited ( unless you request or agree otherwise ) to :
|
contact by call ( max 3 call calls per week or 10 per month ) |
Monday to Friday Weekends National Public Holidays |
7:30 am to 9 autopsy 9 am to 9 prime minister No contact recommended |
|---|---|---|
| Face-to-face contact |
Monday to Friday Weekends National Public Holidays |
7:30 am to 9 promethium 9 am to 9 prime minister No contact recommended |
| All workplace contact | Debtor’s normal working hours if known, or 9 am to 5 pm on weekdays | |
generally, visits to your home ( or another agreed localization ) should lone take place if there is no other way the debt collector can make effective contact with you, or if you ask for ( or agree to ) a inflict. If repayment arrangements can be worked out over the call or by letter, then face-to-face touch should not be necessity .
impart involving assault or threats of violence should be reported to the patrol .
Protecting your privacy
debt collectors must protect your personal data and the personal information of third parties. Contact the Office of the Privacy Commissioner if you believe that a debt collector or creditor has breached privacy laws .
When to make a complaint about a debt collector
If debt collectors are in transgress of what they can do ( outlined above ), or you are being harassed or intimidated by a debt collector, call the National Debt Helpline on 1800 007 007 for barren and confidential advice or make a consumer complaint .
You may besides consider making a ball complaint in writing to the debt collector. The Financial Rights Legal Centre has a sample distribution charge letter template you can use.
If this does not solve the problem, ask the debt collector if they belong to an external quarrel settlement ( EDR ) scheme. about all fiscal service, energy, water and telecommunications businesses belong to an EDR outline that can assist you with dispute resoluteness .
More information
Dealing with debt collectors : your rights responsibilities
Debt collection guidepost for collectors and creditors
