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.
Read articleHow 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.
Read articleWhat happens after I lodge a dispute?
Once a genuine dispute is raised, recovery generally pauses while we review the matter with the creditor.
Read articleCan 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.
Read articleHow 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.
Read articleWhat 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.
Read articleI 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.
Read articleCan 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.
Read articleWhat 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.
Read articleWhat 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.
Read articleHow 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.
Read articleI 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.
Read articleWhat 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.
Read articleWhat is the dispute process?
Here is a step-by-step overview of what happens when you lodge a dispute — from submission through to outcome.
Read articleCan 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.
Read articleWhat 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.
Read articleHow 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.
Read articleCan 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.
Read articleHow 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.
Read articleCan 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.
Read articleIs 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.
Read articleThe 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.
Read articleCan 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.
Read articleCan 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.
Read articleCan 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.
Read articleI'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.
Read articleWhat 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.
Read articleHow 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.
Read articleDisputing 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.
Read articleCan 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.
Read article