What if my dispute is rejected
A knock-back isn't the end of the road — you can ask for reasons, add evidence, and escalate for free.
This guide helps you
- Know your options when a dispute is rejected
- Learn how to ask for the reasons in writing
- Understand how to strengthen and resubmit your case
- Know how to escalate to free external dispute resolution
- Find free help to keep going
7 min
What's happening
Sometimes a creditor or collector rejects your dispute. That doesn't mean you're wrong or out of options. You can ask for their reasons, check whether they actually addressed your evidence, add anything you missed, and — importantly — take the matter to free external dispute resolution. This is general information, not legal advice.
Your first steps
- Don't panic or pay immediately just because it was rejected.
- Ask for the reasons in writing if you don't already have them.
- Re-read your dispute to see if anything was unclear or missing.
- Note any deadlines for escalating.
Step by step
- Request written reasons for the rejection.
- Check whether they addressed your evidence or missed the point.
- Strengthen your case with any extra documents.
- Lodge an internal complaint if you think the decision is wrong.
- Escalate to free external dispute resolution such as AFCA if you're still not satisfied.
What evidence helps
Keep the written rejection and its reasons, your original dispute, and all supporting documents together. If the rejection ignored a key fact or piece of evidence, highlight that when you escalate. A clear, organised bundle makes external dispute resolution far easier. You can find the right scheme at directory.merion.com.au/bodies.
Where to get free help
A rejection is a good moment to get free advice — call the National Debt Helpline on 1800 007 007 or a community legal centre. They can sanity-check the decision and help you escalate. Remember external dispute resolution such as AFCA is free, so a knock-back from the creditor is rarely the final word.
Key takeaways
- A rejection isn't final — you have escalation options
- Ask for written reasons and check they addressed your evidence
- Strengthen your case and lodge an internal complaint
- Free external dispute resolution such as AFCA costs nothing
Frequently asked questions
My dispute was rejected — do I have to pay now?
Not necessarily. You can ask for reasons, escalate internally, and take it to a free external dispute resolution scheme such as AFCA before deciding.
How do I escalate after a rejection?
Lodge an internal complaint with the firm, then take an unresolved complaint to AFCA. Free help is available on 1800 007 007.
What if they ignored my evidence?
Point that out clearly when you escalate. A free external dispute resolution scheme can review whether your evidence was properly considered.
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.