The ACCC and ASIC debt collection guideline sets out what reasonable contact looks like, and our practice follows it. Contact about your account should be purposeful — to share information, request a response, or move toward resolution — not to apply pressure through volume.
In general terms, the guideline considers contact excessive if it happens far more frequently than is needed to progress the matter. It also sets limits on the hours during which contact is appropriate: not before 7:30 am or after 9:00 pm on weekdays, and within narrower windows on weekends and public holidays.
Once a payment arrangement is in place and you are keeping to it, routine recovery contact pauses — the plan is the agreed path, and further chasing is not needed.
If you feel the contact you are receiving is unreasonably frequent or poorly timed, you have every right to raise it. You can tell us directly, or raise it through our complaints process. We take these concerns seriously and review them.
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