If you believe a debt is not owed, the amount is wrong, or you have another genuine objection, here is how the dispute process works from start to finish.
- Lodge your dispute — use the Dispute a Debt form, or contact us directly. Set out your position clearly and include any supporting documents — proof of payment, relevant correspondence, invoices, or anything else that helps explain your case.
- Recovery pauses — once a genuine dispute is received, recovery activity on the account is generally paused while the matter is under review. You will not be asked to make payment on a disputed amount during this time.
- Investigation — we review the dispute with the original creditor, requesting the account history, invoices and any other documentation relevant to your objection. The clearer your dispute and the stronger your supporting evidence, the faster this step tends to go.
- Outcome communicated in writing — once the review is complete, we respond to you in writing with the outcome and an explanation. This typically takes a few business days for straightforward matters; more complex disputes involving the original creditor may take a little longer.
- Next steps — if the dispute is upheld, the account is corrected or closed. If the debt is confirmed as owing, we will explain the basis and you can decide how to proceed — including escalating to an external body if you remain dissatisfied.
If you have not heard from us within a week of lodging your dispute, contact us for an update, quoting your reference number.
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