What you'll do
- Stay calm and read the contact carefully before acting
- Identify the three key details every notice contains
- Confirm the contact is genuine before you pay anything
- Choose your next step from a clear set of options
- Know where to get free, independent help if you need it
5 min
First, read it properly
It is normal for contact about a debt to feel stressful. The most useful first step is simply to read the letter or message carefully rather than set it aside. An account that gets no response does not go away on its own.
Your first few steps
Work through these in order — none of them commits you to paying before you are ready.
- Find the three key details. Every notice names the original creditor, the amount claimed and a unique reference number. Note the reference number; you will quote it whenever you contact us.
- Check it is genuine. Before you pay, confirm the contact is really from us. See the guide on verifying a Merion letter.
- Decide your next step. You can pay, propose a plan, ask a question or dispute the amount.
- Respond. Even a short reply to ask a question keeps your options open.
If money is tight
If paying in full is not possible right now, that is okay — there are other paths. You can propose a payment arrangement, and if you would like free advice first, the National Debt Helpline on 1800 007 007 offers independent financial counselling at no cost.
Good to know
- Read the notice fully before doing anything else
- Note your reference number — you will need it for every contact
- Confirm the contact is genuine before you pay
FAQ
Do I have to pay straight away?
No. You can respond first to ask a question, raise a dispute, or propose a plan. Responding early matters more than paying immediately.
What if I do not recognise the debt?
Contact us and ask for details, or raise a dispute. We can explain who the original creditor is and what the amount relates to.
Where can I get independent advice?
The National Debt Helpline on 1800 007 007 provides free, confidential financial counselling across Australia.
Still not sure? Our team is happy to talk it through.