What can and can't a debt collector do?
Debt collectors have to follow rules. Knowing the basics helps you tell fair contact from conduct that crosses the line.
This guide helps you
- Understand the general rules collectors must follow
- Recognise conduct that may cross the line
- Know you can question and complain about behaviour
- Find free help if you're treated unfairly
6 min read
What's happening
Collectors are allowed to contact you about a genuine debt and ask for payment. But they have to do so fairly. There are guidelines covering how often and when they contact you, and what they can and can't say.
Knowing the basics helps you feel more in control of any conversation.
What they generally can do
- Contact you about a genuine debt by phone, letter, email or text.
- Ask you to pay and discuss arrangements.
- Pass the matter to a lawyer or take further steps if a debt remains unpaid.
None of this means you have to agree to something you can't afford.
What they generally can't do
- Harass, threaten, or use abusive or misleading conduct.
- Contact you an unreasonable number of times or at unreasonable hours.
- Mislead you about who they are, the amount owed, or the consequences.
- Discuss your debt with others, like your employer, without good reason.
The exact limits can vary by situation and state, so check if you're unsure.
Your rights
You can ask for details in writing, set reasonable contact preferences, dispute a debt, and complain about poor conduct. If you think a collector has crossed the line, you can raise it with an oversight body in our directory. Look up terms in our glossary.
Where to get free help
If you're being treated unfairly, you don't have to put up with it. Call the National Debt Helpline on 1800 007 007 for free, confidential advice on what to do next.
Key takeaways
- Collectors can ask for payment but must act fairly.
- Harassment, threats and misleading conduct are not allowed.
- You can set reasonable contact preferences and complain about conduct.
- Free, confidential advice is on 1800 007 007.
Frequently asked questions
Can a collector threaten me to make me pay?
No. Threats, harassment and misleading conduct are not allowed. Keep a record and complain if it happens.
Are there limits on when they can call?
There are guidelines on reasonable times and frequency, though specifics can vary. Log contact that feels excessive and seek advice.
Can they tell other people about my debt?
Collectors should respect your privacy and generally shouldn't discuss your debt with others without good reason. Report it if they do.
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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