Help Centre

How can we help?

Clear answers for businesses recovering a debt and for anyone who has received a notice from us — plus the right form for every request.

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About your debt Who we are, why we have contacted you, and how to verify a notice is genuine. Payments & arrangements Ways to pay, setting up a plan, and what to do if you have already paid. Disputes & complaints How to question an amount, request verification, or raise a concern. Hardship & support Help if paying would cause hardship, and where to find free advice. For businesses Referring a debt, our commission model, and what we need from you.

Frequently asked questions Quick answers to the questions we hear most often. Debt recovery glossary Plain-English definitions of the terms you'll come across. Received a letter? A full walk-through of your options and your rights.

About your debt

Who we are, why we have contacted you, and how to verify a notice is genuine.

Who is Merion?

Merion is an Australian commercial debt recovery firm. Here is a short introduction to who we are and how we work.

Why is Merion contacting me?

A business you have dealt with has engaged Merion to help resolve an account they record as outstanding.

Why does Merion need to verify my identity?

Verifying who we are speaking with protects your privacy and makes sure account information only reaches you.

Is Merion a legitimate company?

Yes. Merion Pty Limited is a registered Australian company, and you can verify our details independently.

What happens if I ignore Merion's contact?

Ignoring a notice does not make an account go away — it narrows your options. Here's why responding early helps.

How do I know a letter or email is genuinely from Merion?

A few simple checks let you confirm that contact is genuinely from Merion before you respond.

Will this debt affect my credit?

Merion does not provide credit reporting services. Here's what we can and can't tell you about credit.

What is a letter of demand?

A letter of demand is a formal written request for payment. Here's what it is and why you have received one.

Can Merion contact me at my workplace?

Workplace contact is sometimes used to reach you, but it is limited and must be handled discreetly.

How often will Merion contact me?

Contact about an account is kept reasonable in both timing and frequency — here's what to expect.

Can I ask Merion to contact me only in writing?

Yes. You can tell us your preferred contact method, including writing only, and we will record it.

How do I log in to my account?

You can log in to the Merion portal using your email address or the reference number on your letter.

How much do I owe?

The current amount owed is shown on your letter and in the online portal. Here is how to find your balance quickly.

What is the reference number on my letter?

Your reference number is a unique identifier for your account. Quote it every time you contact us or make a payment.

I received an SMS from Merion. Is it real?

Genuine Merion SMS messages contain your reference number and never ask for card details by text. Here is how to verify.

How long do I have to respond?

Your letter will state a response timeframe. Responding quickly keeps more options available to you.

Can Merion contact my employer?

Workplace contact is restricted to locating you, is kept discreet, and must not disclose the nature of the contact.

How often can Merion contact me?

Contact frequency is kept reasonable and within the ACCC/ASIC guideline limits. Here is what to expect.

What is a commercial debt?

A commercial debt is money owed between businesses, usually for goods or services supplied on credit.

What is an ACN or ABN?

An ACN is a company's Australian Company Number; an ABN is its Australian Business Number. Here's why they appear on your debt notice.

Why is Merion contacting me?

A business you have dealt with has referred your account to Merion. We are acting on their behalf to help resolve an outstanding amount.

Is this debt still legally enforceable?

Whether a debt can still be pursued through the courts depends on when it became due. Here is a plain explanation of limitation periods and statute-barred debts.

Can this debt affect my credit file?

A commercial debt can lead to a default listing on a credit file in certain circumstances. Here is how credit reporting works for business debts.

What does 'overdue' mean on my account?

An overdue balance is the amount that has not been paid by the due date shown on the original invoice. Here is a plain explanation of the terms you may see.

Who is the original creditor?

The original creditor is the business that supplied goods or services to you and is owed payment. They have referred your account to Merion to help resolve the outstanding amount.

What is a debt notice?

A debt notice is a formal written demand for payment. Here is what it means, what it must contain, and how to respond.

Can Merion add interest or fees to my debt?

Whether interest or fees can be added depends on what your original contract or terms of trade say. Here is what can and cannot be charged.

What does 'referred to Merion' mean?

Being 'referred to Merion' means the original creditor has engaged us to help recover an outstanding account. Here is what changes for you.

What is a statement of account?

A statement of account is a written record of every transaction on your account. Here is how to read one and how to request it.

Can my partner or spouse be held responsible for my debt?

Whether a partner or spouse can be held responsible for your debt depends on whether the debt is joint, whether they have guaranteed it, or the trading structure involved.

What if the original creditor no longer exists?

If the original creditor has closed or been wound up, the debt does not automatically disappear. Here is what happens and who to deal with.

What is a judgment debt?

A judgment debt is a debt formally recognised by a court order. Here is what changes once a court has issued a judgment against you.

What is a garnishee order?

A garnishee order is a court order directing a third party to pay money it holds for you directly to the creditor. Here is how it works.

What does 'enforcement' mean?

Enforcement is the stage after a court judgment where the creditor uses legal mechanisms to compel payment. Here is what it involves.

I received a court document — what should I do?

Receiving a court document about a debt is serious. Do not ignore it — the deadline is real and missing it has consequences.

What is a statutory demand?

A statutory demand is a formal legal notice demanding payment from a company within 21 days, before insolvency proceedings can be commenced.

What is a winding-up application?

A winding-up application is a court application to liquidate a company. Here is what it means and what options a company has to respond.

What happens if I ignore a letter of demand?

Ignoring a formal letter of demand does not make the debt go away — it triggers a predictable escalation path that becomes increasingly costly and difficult to reverse.

How long can a debt be pursued in Australia? Limitation periods by state.

Australian limitation laws set a time limit on how long a creditor can sue to recover a debt — but the rules are nuanced and the clock can restart. Here is what you need to know.

Will this debt affect my credit report?

A debt in recovery may result in a default listing on your credit report. Here is how the Australian credit reporting system works, what a listing means, and how resolving the debt affects it.

Can a debt collector contact me at home? Hours and frequency rules.

Debt collectors in Australia must follow guidelines on when and how often they can contact you. Here is what the rules say and what to do if contact feels excessive.

Your rights when dealing with a debt collector in Australia

Australian law and regulatory guidelines give you clear rights when a debt collector contacts you. Knowing these rights helps you respond from a position of confidence.

Payments & arrangements

Ways to pay, setting up a plan, and what to do if you have already paid.

How do I make a payment?

Your letter sets out the available payment methods. If you no longer have it, we can help.

Can I set up a payment plan?

Yes. If you can't pay in full, you can propose an instalment arrangement that suits your circumstances.

Can I pay the original creditor directly?

Once an account is with Merion, it's best to pay through us so the payment is recorded correctly.

What if I have already paid this debt?

Let us know straight away with the date and method of payment, and we'll check it with the original creditor.

What payment methods does Merion accept?

Your letter sets out the available payment methods. If you don't have it, we can confirm your options.

Will I get a receipt when I pay?

Yes — keep a record of every payment, and contact us if you need confirmation of your balance.

What happens when I finish my payment plan?

When the final instalment clears, the account is settled and closed. Here's what that means.

Can I change a payment arrangement I have already set up?

Yes. If your circumstances change, contact us early and we'll review the arrangement with you.

How do I pay my account online?

Pay securely by card or bank transfer — in full or in part — through the portal or our Pay page.

Is paying online secure?

Yes. Card payments are handled by a PCI-compliant provider, and Merion never stores your card details.

Can I set up a payment plan online?

Yes. Log in to the portal and propose an arrangement that suits your circumstances — we consider every request fairly.

How do I get a copy of my statement?

Request a full statement of your account online, and we'll send it to the contact we hold for you.

What happens if I miss a payment plan instalment?

If you miss an instalment, contact us straight away — it is usually possible to get back on track before the arrangement is affected.

Can I make a partial payment?

Yes. A partial payment reduces the outstanding balance and is always better than no payment at all.

Do I have to pay the full amount at once?

No. Payment arrangements allow you to pay over time in instalments that suit your circumstances.

What reference number should I use when paying by bank transfer?

Always use the reference number from your letter as the payment description when paying by bank transfer.

Can I pay by credit card?

Yes. Credit and debit card payments are accepted online through our secure payment page.

Will paying in full stop further contact?

Yes. Once a payment clears and the account is settled, recovery activity ends and no further contact will be made.

I paid but keep receiving notices — what do I do?

There is usually a short processing delay. If notices continue after your payment has cleared, contact us with your proof of payment.

Can I negotiate a settlement for less than the full amount?

Settlement offers can be raised with us, and each one is considered on its merits. Here is how to raise one.

What happens to my payment plan if my circumstances change?

Contact us early if your circumstances change — we can review, adjust or pause your arrangement before it falls into difficulty.

When does my payment clear?

Processing times vary by payment method. Here is what to expect for each option, and when the debt is considered paid.

Can I split my payment across two methods?

In most cases you can combine payment methods — for example, paying part by card and the remainder by bank transfer. Contact us to arrange it.

What happens if my direct debit fails?

If a direct debit payment fails, contact us as soon as possible to reschedule. Here is what to do and what to expect.

I paid more than I owe — what happens?

If you have paid more than the outstanding balance, contact us and we will arrange a refund of the excess amount.

Can I get a receipt or proof of payment?

Yes. You can request written confirmation of any payment you have made, and we recommend keeping your own records too.

How do I pay using BPAY?

Pay by BPAY using the biller code and your unique reference number, both shown on your notice. Here is how.

Full list of payment methods Merion accepts

Merion accepts card payments, bank transfer (EFT), BPAY, and PayID. Here is a full rundown of each option.

Can I pay without setting up an account?

Yes. You can make a payment without creating a portal account — use the Pay your balance page with your reference number.

I have more than one debt with Merion — can I pay them all together?

If you have more than one account with Merion, you may be able to make a consolidated payment. Contact us to arrange it.

Are there any fees for paying online?

There are no fees for paying by bank transfer or BPAY. A small card surcharge may apply to card payments — it will be shown before you confirm.

Can someone else pay my debt for me?

Yes. A family member, friend, employer or anyone else can make a payment on your behalf — here is how.

What is a final payment?

A final payment is the last payment that clears your outstanding balance in full. Here is what happens when it clears and how to get confirmation.

What is a payment default?

A payment default is a failure to pay an amount when it falls due. Here is what triggers it and what it means for the debt.

Can I pay less than the minimum plan instalment?

Paying less than the agreed instalment is a missed payment — here is what to do instead if the amount has become unmanageable.

I've set up a direct debit — is there anything else I need to do?

Once a direct debit is set up, here is what to confirm, when the first payment will come out, and what to watch for.

What happens when I've paid the full debt?

Once the full balance is paid and cleared, your account is closed. Here is what that means and how to get written confirmation.

Can I pay through Centrepay?

Centrepay is a Centrelink deduction service that lets you pay bills directly from your welfare payments. Here is whether it is available for Merion accounts.

What is a payment arrangement and how do I propose one?

A payment arrangement lets you pay a debt in agreed instalments rather than in full immediately. Here is how to propose one and what Merion considers when reviewing it.

Disputes & complaints

How to question an amount, request verification, or raise a concern.

How do I dispute a debt?

If you believe a debt isn't owed or the amount is wrong, you can dispute it — and ask for it to be verified.

How do I make a complaint?

We take complaints seriously. Here's how to raise one, and how to escalate it if you're not satisfied.

What happens after I lodge a dispute?

Once a genuine dispute is raised, recovery generally pauses while we review the matter with the creditor.

Can I ask for documents that prove the debt?

Yes. You can ask us to verify a debt, and we will obtain supporting information from the original creditor.

How does the complaints process work?

If you're unhappy with how we have handled an account, our complaints process is simple and free to use.

What can I do if I'm not satisfied with the outcome?

If our response doesn't resolve things, you can escalate to an external body — here's where to go.

I don't recognise this debt — what should I do?

Don't ignore it. Verify the details, then raise a dispute if the debt is not yours or is not owed.

Can I ask Merion to stop contacting me?

You can ask us to stop contact, but the debt itself does not go away. Here is what a request to cease contact means.

What evidence do I need to dispute a debt?

A clear explanation of your dispute, supported by documents like receipts or bank statements, makes the review faster and more straightforward.

What if the amount is wrong?

If the amount claimed does not match what you believe is owed, raise a dispute and we will check it with the original creditor.

How long does a dispute investigation take?

Most disputes are reviewed within a few business days, but complex matters involving the original creditor may take a little longer.

I think I'm the wrong person — this debt isn't mine.

If you believe the debt belongs to someone else, raise a mistaken identity dispute and we will verify the details with the original creditor.

What is an external dispute resolution body?

If you are not satisfied with our response, independent bodies can review your complaint at no cost to you.

What is the dispute process?

Here is a step-by-step overview of what happens when you lodge a dispute — from submission through to outcome.

Can I dispute a debt that has been purchased?

Yes. If a debt has been sold or assigned to another party, your right to dispute it remains exactly the same.

What if the creditor disagrees with my dispute?

If the creditor does not accept your dispute, we will explain why and you have clear escalation options available.

How will I be told the outcome of my dispute?

We will notify you of the outcome in writing, explaining what was found and what the decision means for your account.

Can I dispute an old debt that might be statute barred?

Yes. If you believe a debt may be outside the limitation period, you can raise it as part of a dispute. Here is how.

How do I formally dispute this debt?

Step-by-step guide to formally lodging a dispute with Merion — what to include, how to submit, and what happens next.

Can I dispute the interest or fees added to my account?

Yes. If interest or fees have been added without a valid basis in your original contract, you can dispute them. Here is how.

Is there a cooling-off period after I agree to a payment plan?

There is generally no automatic cooling-off period after agreeing to a payment arrangement on a commercial debt. Here is an honest explanation.

The business that owes the debt no longer operates — am I still personally liable?

If you operated as a sole trader, you and the business are one and the same — closing the business does not extinguish a personal debt.

Can I pay while a dispute is being investigated?

Yes. Making payments while a dispute is being investigated does not mean you accept the debt or waive your right to dispute it.

Can I get an independent review of my dispute?

If you are not satisfied with Merion's internal handling of your dispute, independent external review is available at no cost.

Can I sue the original creditor while dealing with Merion?

Your right to bring a claim against the original creditor is independent of the recovery process with Merion. Here is what you need to know.

I've signed a statutory declaration — what does that mean legally?

A statutory declaration is a formal legal statement. Making a false declaration can be a criminal offence — here is what signing one means.

What happens if Merion doesn't accept my dispute?

If your dispute is not accepted, you will receive a written explanation and you have clear escalation options available to you.

How long does the full dispute process take?

Realistic timeframes for the dispute process — from lodgement through to outcome — and what can speed it up or slow it down.

Disputing a debt you don't owe

If you believe a debt referred to Merion is not yours or is otherwise incorrect, you have the right to dispute it. Here is what to do and what to expect.

Can interest and fees be added to my debt?

Interest and recovery fees can only be added to a debt if they are provided for in the original contract or terms of trade. Here is what is lawful and what to do if you think charges have been added incorrectly.

Hardship & support

Help if paying would cause hardship, and where to find free advice.

I'm experiencing financial hardship — what support is available?

If paying would cause genuine hardship, tell us — we can take your circumstances into account.

Where can I get free financial counselling?

Free, independent and confidential financial counselling is available in Australia through the National Debt Helpline.

What counts as financial hardship?

Hardship means paying a debt would leave you unable to meet reasonable living expenses. Here's what to know.

Can someone deal with Merion on my behalf?

Yes. A financial counsellor, family member or other representative can act for you with your consent.

What free financial counselling is available?

Free, independent financial counselling is available through the National Debt Helpline and other services. Here is what is on offer.

Can Merion pause recovery while I'm in hardship?

Yes. If you are experiencing genuine financial hardship, we can pause recovery activity while your situation is reviewed.

What if I'm on Centrelink or a pension?

If your income is primarily from Centrelink or a pension, we can take that into account when considering a payment arrangement.

I'm dealing with a serious illness — what can I do?

A serious illness is a recognised hardship. Contact us and we will work with you on an arrangement that fits your current situation.

What is a hardship arrangement?

A hardship arrangement is a tailored payment plan that takes your financial difficulty into account, making repayments manageable alongside essential living costs.

Can Merion garnish my Centrelink payments?

Centrelink payments are generally protected from garnishment. Here is an honest explanation of the rules.

I'm in a domestic violence situation — what help is available?

We take domestic violence situations seriously. There is specialist support available, and we will work sensitively with you on your account.

What documents do I need to apply for hardship?

You do not need a complete set of documents to start a hardship conversation, but having some basics ready will help the process move faster.

Can I apply for hardship support online?

Yes. You can start the hardship process online, by phone, or in writing — whatever works best for you.

How long does a hardship arrangement last?

A hardship arrangement lasts for an agreed review period, after which it is reassessed based on your circumstances at that time.

What if my hardship application is declined?

If your hardship application is not accepted, you have clear options — including escalation and independent support.

I'm struggling with gambling addiction — what support is available?

Help is available for gambling-related financial difficulty. Here are the support services and how we can work with you on your account.

What is the National Debt Helpline?

The National Debt Helpline is a free, confidential phone and online service staffed by professional financial counsellors. Call 1800 007 007.

Can I get a short extension without going through full hardship?

Yes. A short extension or temporary delay is often possible without a formal hardship process — contact us and explain your circumstances.

I'm waiting on an insurance payout — can recovery be paused?

Yes. If you are waiting on an insurance payout that will cover the debt, recovery can be paused while the claim is being processed.

What is MoneySmart and how can it help me?

MoneySmart is ASIC's free personal finance website for Australians, with budgeting tools, debt calculators, and guidance on managing financial difficulty.

Can my employer help with my debt through an EAP or salary advance?

Some employers offer Employee Assistance Programs (EAPs) with financial counselling, or salary advance schemes, that may help. Here is what to look for.

What is the StepChange program?

Information on structured debt counselling programs and where to find them in Australia if you need help managing multiple debts.

Will applying for hardship affect my credit file?

An honest answer about whether entering a hardship arrangement affects your credit file — and how default listings work.

Can I get free legal help about my debt?

Free legal advice about debt is available in Australia through community legal centres, legal aid, and other services. Here is where to find it.

What if I genuinely cannot pay anything right now?

If you genuinely cannot pay anything right now, there are still options — including a payment moratorium and specialist support.

What's the difference between temporary and long-term hardship?

Temporary and long-term hardship are assessed differently and lead to different types of arrangements. Here is how each is approached.

How to write a hardship letter — a template and guide

A well-written hardship letter helps Merion understand your situation and work with you on a realistic outcome. Here is what to include and how to approach it.

For businesses

Referring a debt, our commission model, and what we need from you.

How does Merion's commission model work?

We work on a commission basis — our fee is tied to what we recover, with no hidden charges.

What information do I need to refer a debt?

You don't need everything to get started — here's what helps us act on a referral quickly.

How long does debt recovery usually take?

Timeframes vary with the age and circumstances of an account — here are the factors that shape them.

Can I refer more than one debt at a time?

Yes. Whether it's a handful of invoices or a batch of ageing accounts, we can take them together.

What happens if a debtor disputes the account?

A dispute is a normal part of recovery. Here's how we handle one and what we may need from you.

Does Merion recover debts owed from overseas?

Our focus is commercial accounts within Australia. Here's how we can help with cross-border matters.

What information do I need to refer a debt?

You need debtor details, the amount owed, and supporting documents like invoices or a contract. Here is a complete checklist.

Can I refer a debt that is more than 12 months old?

Yes, but age affects recoverability. Here is what you need to know before referring an older account.

What is your commission rate?

Our commission is a percentage of what we recover, agreed in writing before work begins. Rates vary by account type and age.

What happens after I refer a debt?

After you refer a debt, we verify the file, contact the debtor, and keep you updated on progress through the portal.

How do I track progress on a referred debt?

Use the client portal to track the status of referred accounts in real time. We also contact you when action is needed.

Can I withdraw a debt I've referred?

Yes. You can withdraw a referred debt at any time, though commission may apply to payments already received.

What debts can't Merion recover?

Some debts are outside our scope — including consumer debts, overseas debtors, statute-barred debts, and accounts with disputed ownership.

How do I sign up as a Merion client?

Becoming a Merion client is straightforward. Here is an overview of the process, from initial conversation to onboarding.

Can I refer multiple debts at once?

Yes. You can refer a batch of accounts in one go — here is how to do it efficiently.

Is there a minimum debt size?

There is no strict minimum, but very small debts may not be commercially viable to recover on a commission basis. Here is what to consider.

Do you recover consumer (personal) debts?

No. Merion specialises in commercial (B2B) debt recovery only. Here is why, and what to do if you need to recover a consumer debt.

How does Merion communicate with my debtors?

We communicate professionally, in compliance with the ACCC/ASIC guideline, beginning with written contact and proceeding methodically from there.

What is the Merion client portal?

The Merion client portal is an online dashboard where you can track referred accounts, view payments received, and access reporting — in real time.

Can I see what's happening on my accounts?

Yes. The Merion client portal gives you real-time visibility into the status, activity and payments on every account you have referred.

How do I add a user to my business account?

To add a team member to your Merion client account, contact us with their name and email address and we will set up their access.

What reporting does Merion provide?

Merion provides monthly recovery summaries, individual account histories, and exportable data through the client portal. Here is what is available.

Can I pause recovery on an account I've referred?

Yes. You can put a referred account on hold at any time. Here is why you might want to, and how to request it.

Will referring a debt damage my relationship with my customer?

Referring a debt is a normal business step, and the impact on your customer relationship depends heavily on how it is handled. Here is an honest answer.

How does Merion handle debtors who claim they can't pay?

We assess hardship claims fairly, put sustainable arrangements in place where genuine difficulty exists, and keep you informed throughout.

Where can I find Merion's service terms?

Merion's service terms are set out in your client service agreement. Here is a summary of the key points and how to access the full document.

What is a placement success rate?

A placement success rate measures how often a collection agency achieves a result on referred accounts. Here is what it means and how to use it.

How does Merion protect my data and my customers' data?

Merion handles personal and commercial data in compliance with the Australian Privacy Principles. Here is an overview of our data security practices.

Can I refer debts owed to a trust?

Yes. Debts owed to a trust are recoverable in the trustee's name. Here is what you need to provide when referring.

What happens when a debtor passes away?

When a debtor passes away, the debt passes to their estate. Here is how Merion handles these cases sensitively and effectively.

What happens if a debtor reverses a payment after it's been remitted to me?

If a payment is reversed after it has been remitted to you, a clawback process applies. Here is how that works and what your obligations are.

Do you work with insolvency practitioners and liquidators?

Yes. Merion works with insolvency practitioners, liquidators and administrators on proof of debt, portfolio management and account recovery.

How quickly does Merion act on a newly referred debt?

Merion begins work on a complete referral within one business day. Here is what happens and how to get the fastest start.

Can I refer a judgment debt I already have to Merion for enforcement?

Yes. Merion can assist with enforcing an existing court judgment. Here is what is needed and how enforcement support works.

A debtor says they paid us directly — not through Merion — what do I do?

If a debtor claims they have paid you directly, here is how to reconcile the payment and update the account with Merion.

The debtor contacted me directly — what should I do?

Once you have referred a debt to Merion, direct contact from the debtor should be referred back to us. Here is why, and how to handle it.

How to rebuild after a commercial debt — steps for business owners

Having a commercial debt collected against your business is stressful, but it does not have to define your future. Here are practical steps to rebuild your financial standing.

Understanding insolvency — what it means for recovery

When a customer enters insolvency, your ability to recover a debt changes significantly. Here is what the main insolvency processes mean for you as a creditor.

What is the PPSR and why should creditors register on it?

The Personal Property Securities Register protects suppliers' interests in goods they have sold on credit. Not registering can mean losing your rights entirely if a customer becomes insolvent.

Forms & applications

Find the right form

Refer a debt For businesses New client application For businesses Request a consultation For businesses Request a payment plan For recipients Dispute a debt For recipients Make a complaint For recipients

Speak to our team (08) 6325 5761

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