What are the first steps when I'm contacted about a debt?
If you've just been contacted about a debt and aren't sure where to start, this short guide walks you through the calm, sensible first moves.
This guide helps you
- Know the very first things to do when contacted
- Avoid common mistakes made under pressure
- Set yourself up to make good decisions
- Find free help from the start
5 min read
What's happening
Being contacted about a debt — by call, letter, email or text — can be unsettling, especially the first time. The good news is that the right first steps are simple, and taking them calmly puts you in a much stronger position.
You don't have to solve everything at once.
Your first steps
Start with these, in order:
- Stay calm — you don't have to decide or pay anything immediately.
- Write down who contacted you, when, and what they said.
- Ask for the details in writing before agreeing to anything.
- Check the debt is really yours and the amount is right.
Then you can decide what to do with a clear head.
Step by step
- Take a breath and avoid snap decisions.
- Record the contact — start a simple log.
- Get details in writing from the collector.
- Verify the debt and the company.
- Seek free advice if money is tight or anything seems off.
Your rights
You have the right to take your time, ask for details, verify who's contacting you, and dispute anything that's wrong. Collectors must act fairly. Limits on old debts and contact vary by state and situation, so check rather than assume. Explore more in our directory.
Where to get free help
From the very start, you can lean on free support. The National Debt Helpline on 1800 007 007 offers free, confidential financial counselling, and our help centre has step-by-step guidance for what comes next.
Key takeaways
- You don't have to decide or pay anything on the first contact.
- Record the contact and ask for details in writing.
- Check the debt is yours before you act.
- Free, confidential help is available on 1800 007 007.
Frequently asked questions
What's the single most important first step?
Stay calm and don't make a snap decision. You can ask for details in writing and take time to check everything.
Should I pay immediately to make it go away?
No. Verify the debt is yours and the amount is right first, and only agree to what you can genuinely afford.
Where can I get help right away?
The National Debt Helpline on 1800 007 007 offers free, confidential advice, and our help centre has guidance for your next steps.
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.
Know your options, know your rights
A free, plain-English guide to dealing with debt in Australia — and the people who can help.