What you'll do
- Understand the general standards of fair treatment
- Know that you can ask questions and request information
- Recognise reasonable expectations around contact
- Understand how to raise concerns
- Know where to get advice tailored to you
6 min
A fair process
Dealing with a debt should be handled fairly and respectfully. In general, you can expect to be treated courteously, to receive information about a debt when you reasonably ask, and to be contacted in a reasonable manner. Knowing this helps you engage with confidence.
This is general information, not legal advice. Your specific rights can depend on your circumstances, so seek free advice using the links below.
What you can generally expect
As a broad guide, you can usually:
- Ask for information about a debt, including who it is owed to
- Query or dispute a debt you do not agree with
- Ask about how and when you are contacted
- Raise a complaint if you feel treated unfairly
Step-by-step
- If you are unsure about a debt, ask for information in writing.
- If you disagree with it, raise a dispute calmly and clearly.
- If contact does not suit you, ask for a reasonable alternative.
- If you feel treated unfairly, lodge a complaint and keep records.
- For anything significant, seek free advice tailored to your situation.
To put a concern in writing, see how to make a formal dispute in writing.
Getting tailored advice
Because rights can depend on your circumstances, free advice is the best way to understand exactly where you stand. You can also reach us through our contact page to discuss your account.
Good to know
- You can generally expect fair, respectful treatment
- You can ask for information and dispute a debt you disagree with
- You can raise concerns about how you are contacted
- Free advice helps you understand rights specific to your situation
FAQ
What can I generally expect from a debt collector?
As a broad guide, courteous treatment, information about a debt when you reasonably ask, contact in a reasonable manner, and a way to raise concerns.
Can I question a debt?
Yes. You can ask for information and dispute a debt you do not agree with. Put your query in writing and keep a record of the response.
Where can I learn my exact rights?
Because rights can depend on your circumstances, free legal and financial counselling services can advise on what applies specifically to you.
Still not sure? Our team is happy to talk it through.