I don't think I owe this debt

What's happening

You have been contacted about a debt, but you do not believe you owe it — perhaps you do not recognise the account, you think it was already settled, or the details do not match your own records. Raising a genuine dispute is a normal and reasonable thing to do, and we would rather look into it than press for a payment that may not be right.

This is general information, not legal advice. Your circumstances may differ, and you can seek free, independent advice using the links below.

What to do

Tell us, in writing, that you dispute the debt and briefly why. You do not need to prove anything yet — a dispute is simply a request for us to check the account and show you the basis for it. Ask us to pause collection activity while we investigate and to send you evidence the debt is owed.

Step by step

1. Find the reference number on any letter, email or text you have received.
2. Write a short message with your name, the reference, and a clear statement that you dispute the debt.
3. Add one or two plain sentences on why — for example, "I do not recognise this account".
4. Ask us to pause collection while we investigate and to send evidence the debt is owed.
5. Send it in writing and keep a dated copy.
6. Allow a reasonable time for a reply, then follow up in writing if needed.

What evidence helps

You do not need documents to start, but it helps to note anything that supports your view — for example, records showing the account was closed, a payment receipt, or proof you never held the account. If you would like to see how to request the right paperwork from us, our Help Centre explains how to ask for proof of a debt.

Who to contact

You can raise your dispute with us directly through the contact page. For free, confidential help you can call the National Debt Helpline on 1800 007 007 to speak with a financial counsellor. If a dispute cannot be resolved with us, an external dispute resolution scheme such as AFCA may be able to consider it.