A debt collector has contacted me

What's happening

A debt collector is usually a business that chases unpaid debts. Sometimes they work on behalf of the original lender (like a phone company, bank or utility), and sometimes they've bought the debt and now own it themselves.

Being contacted is common and it doesn't mean you're in trouble with the police or about to be taken to court that day. It's a request for payment — and you're allowed to ask questions before you respond.

Your first steps

Take a breath. You don't have to make a decision or a payment during that first call. A few simple things to do:

• Write down who called, the company name, the date and time, and what they said.
• Ask for the details in writing if you're unsure — you have the right to know who the debt is with and how much it's for.
• Don't confirm personal details until you're confident the contact is genuine.

You can always say, 'Please send me the details in writing and I'll look into it.'

Step by step

1. Stay calm and polite. You're allowed to take your time.
2. Get the facts. The collector's name, the original creditor, the amount, and a reference number.
3. Check the debt is really yours. Mistakes and mistaken identity do happen.
4. Don't agree to a payment plan you can't afford just to end the call.
5. Get advice before making promises if money is tight.

Your rights

Debt collectors have to follow rules about how and when they contact you. They can't harass, threaten, or mislead you. There are also limits on how long a debt can be enforced — but these vary by state and situation, so don't rely on a rumour. If timing matters, get advice.

You can learn more about the bodies that oversee collectors in our directory of regulators and ombudsmen.

Where to get free help

If the debt is real and you're worried about paying, free help is available. The National Debt Helpline on 1800 007 007 offers free, confidential financial counselling. You can also browse our help centre for more guidance.