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

The ACCC and ASIC debt collection guideline (Regulatory Guide 96, or RG 96) sets out the standards debt collectors are expected to follow when contacting people about debts. These standards exist to ensure contact is conducted with dignity and does not amount to harassment.

Reasonable contact hours

The guideline identifies the following as reasonable hours for contact in Australia:

• Monday to Friday: 7:30 am to 9:00 pm (local time)
• Saturday: 9:00 am to 9:00 pm (local time)
• Sunday and public holidays: 9:00 am to 9:00 pm (local time)

Contact outside these hours is generally considered unreasonable unless you have expressly agreed to it.

How often can a debt collector contact you?

The guideline does not set a fixed number of permitted contacts, but it does state that contact must be reasonable in frequency and must not amount to harassment. As a practical guide, the ACCC and ASIC have indicated that contact more than 3 times per week, or more than 10 times per month, may be excessive depending on the circumstances.

What is reasonable depends on factors including the nature of the debt, whether you have responded, and whether you have requested a specific contact method.

When contact should not occur at all

A debt collector must not contact you in a way that constitutes harassment, coercion or unconscionable conduct. This includes:

• Repeated contact after you have clearly asked for a pause pending a dispute investigation
• Contact in circumstances you have identified as distressing (for example, at a workplace where you have requested no contact)
• Contact using abusive, threatening or misleading language

Requesting a change to how Merion contacts you

You can ask Merion to contact you only in writing, only by email, or at a different time of day. We will do our best to accommodate reasonable requests. See our article on requesting contact in writing only.

If contact feels excessive

If you believe the frequency or timing of contact has been unreasonable, you can raise a complaint using our complaints form at merion.com.au/complaint/. You also have the right to escalate to external bodies — see our article on external dispute resolution bodies.