What you'll do
- Know which channels we may use to reach you
- Understand what reasonable contact looks like
- Recognise the consistent features of genuine contact
- Verify any message before acting on it
- Know how to raise a concern about contact
5 min
The channels we use
We may contact you by letter, email or phone, depending on the details the original creditor has provided. Whatever the channel, our contact is professional, factual and free of pressure tactics, in line with the ACCC and ASIC debt collection guideline.
What to expect, step by step
Genuine contact is consistent and easy to recognise.
- Clear identification. We identify ourselves and name the original creditor.
- A reference number. Each contact quotes a unique reference number for your account.
- A clear purpose. The contact explains the amount and how to resolve it.
- Reasonable timing. Contact is made at reasonable times and frequency.
- A way to verify. You can always reach us back using our published details.
Verify and raise concerns
If a message gives you any doubt, verify it using our published phone number and email rather than the details in the message — see the guide on verifying a Merion letter. If you feel contact has been unreasonable, you can raise a concern with us at any time.
Good to know
- We contact you by letter, email or phone — always identifying ourselves
- Every genuine contact quotes a unique reference number
- Verify any message you doubt using our published details
FAQ
Which methods will Merion use to contact me?
We may use letter, email or phone, depending on the contact details provided. Each contact identifies us and quotes your reference number.
How often will you contact me?
Contact is made at reasonable times and frequency. If you feel it has been unreasonable, you can raise a concern with us.
How do I know a message is really from Merion?
Genuine contact quotes your reference number. If in doubt, reach us using the phone number and email published on this website.
Still not sure? Our team is happy to talk it through.