Complaining about a debt collector
Collectors must follow rules on how and when they contact you — if they cross the line, you can complain.
This guide helps you
- Know what conduct from a debt collector is not acceptable
- Understand your right to be treated fairly
- Learn how to make an effective complaint
- Keep evidence of unfair contact
- Know how to escalate to a regulator or external dispute resolution
8 min
What's happening
Debt collectors are allowed to contact you about a genuine debt, but they must follow rules about how often and when they make contact and how they treat you. Conduct such as harassment, threats, contacting you at unreasonable hours, or misleading you is not acceptable. If a collector crosses the line, you can complain. This is general information, not legal advice.
Your first steps
- Keep a log of every contact — date, time, who, and what was said.
- Tell them your preferred contact method and reasonable times.
- Don't be pressured into agreeing to something you can't afford.
- Save voicemails, texts and letters as evidence.
Step by step
- Raise it with the collector first — a written complaint about the conduct and what you want to change.
- Set out the facts with your contact log attached.
- Ask for a response within a reasonable time.
- Escalate to the business they're collecting for if needed.
- Take it further — to a free external dispute resolution scheme such as AFCA, or to the relevant regulator.
What evidence helps
Your contact log is the most valuable evidence — dates, times, frequency, and what was said — along with saved voicemails, texts and letters. Note anything that felt threatening, misleading or excessive. This record supports both an internal complaint and any escalation. You can find the relevant bodies at directory.merion.com.au/bodies.
Where to get free help
A financial counsellor can help you complain and stay calm under pressure — call the National Debt Helpline on 1800 007 007 (free). For unresolved complaints you can usually go to a free external dispute resolution scheme such as AFCA, and serious conduct can be reported to the relevant regulator. Free legal help is also available from community legal centres.
Key takeaways
- Collectors must follow rules on contact and conduct
- Keep a detailed log of every contact as evidence
- Complain to the collector first, then escalate
- Free help and external dispute resolution are available
Frequently asked questions
How often can a debt collector contact me?
There are limits on reasonable contact frequency and timing. If contact feels excessive, keep a log and complain in writing; you can escalate to AFCA or a regulator.
What if a collector threatens me?
Threats and harassment are not acceptable. Record the details, complain, and report serious conduct to the relevant regulator. Free help is on 1800 007 007.
Who do I escalate to?
Complain to the collector and the business first, then take an unresolved complaint to a free external dispute resolution scheme such as AFCA.
This is general information, not legal or financial advice. Your situation is unique and rules can vary by state and over time — for advice on your circumstances, speak to a free financial counsellor (National Debt Helpline 1800 007 007) or get legal help.
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