What to do now
Official pages: MoneySmart, Dealing with debt collectors, ACCC, Debt collection rules, ACCC, Disputing a debt, AFCA, Make a complaint. Free money advice: National Debt Helpline on 1800 007 007 (MoneySmart: Monday to Friday, about 9:30 am to 4:30 pm).
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Call the police if there is a threat of violence. ACCC and MoneySmart both say report assault or threats of physical force to police immediately.
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Write down every contact today. Date, time, name, company, channel (phone, SMS, email, visit), and what was said. Keep letters and screenshots.
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Complain in writing to the collector or creditor. Say what happened, that you consider it harassment or a breach of the ACCC/ASIC guideline, and that you want the conduct to stop. Ask for future contact in writing. A free template: Financial Rights Legal Centre, Dealing with debt collection.
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Escalate if it does not stop or you get no useful reply.
- Financial firm (loan, credit card, many debt buyers that are AFCA members): complain free to AFCA (phone 1800 931 678, MoneySmart lists about 9 am to 5 pm Monday to Friday). Soft cite: AFCA is free for consumers.
- Phone or internet debt: Telecommunications Industry Ombudsman after you complain to the provider.
- Energy debt: your state or territory energy ombudsman (see Energy bill dispute).
- Other goods or services: your state or territory fair trading / consumer protection agency, and report a consumer issue to the ACCC (ACCC phone 1300 302 502). ACCC uses reports for enforcement. It does not resolve your individual dispute.
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If you dispute that you owe the debt, tell them in writing and ask for proof (account statement or contract). ACCC says collection activity should stop until the dispute is resolved. For very old debts, get advice before you pay or admit the debt in writing (MoneySmart / ACCC: generally about 6 years since last payment or written confirmation, 3 years in the Northern Territory, and no court judgment). Soft cite only. Get free advice from the National Debt Helpline or a community legal centre.
This is legal information about debt collection complaint paths in Australia, not personal legal advice.
What collectors can and cannot do
From the ACCC debt collection rules and MoneySmart (check the live pages for updates):
Usually allowed when reasonable: asking for payment, explaining accurate consequences of non-payment, offering a payment plan, reviewing a plan after an agreed period, and (as a last resort) face-to-face contact if other contact has failed.
Not allowed: physical force, coercion, undue harassment, misleading or deceptive conduct, taking unfair advantage of illness, disability, age, or similar vulnerability, trespass, abusive language, or discussing your debt with others without permission (MoneySmart / ACCC).
Contact timing (guideline): phone contact usually no more than about 3 calls a week or 10 a month; weekdays 7:30 am to 9 pm, weekends 9 am to 9 pm; national public holidays: no contact recommended. Face-to-face is a last resort, generally 9 am to 9 pm.
Worked example with dates
- 1 September 2026: collector calls four times in one day and says you will be arrested if you do not pay today (that kind of threat is not how ordinary civil debt recovery works).
- 1 September 2026: you email the collector and the original creditor, describe the calls, ask for the conduct to stop, and ask for all future contact in writing. You keep the email.
- 8 September 2026: calls continue at night. You lodge with AFCA (credit card debt) online and keep the AFCA case number.
- 9 September 2026: you also report the conduct to the ACCC so regulators have the pattern on record.
Hardship and repayment
If you do owe the debt but cannot pay, contact the collector or creditor, say you are in financial hardship, and propose a plan you can keep. Ask for the agreement in writing (MoneySmart). If they refuse or ignore you and it is a financial firm, go to AFCA. Free budgeting and hardship help: National Debt Helpline 1800 007 007.
Related consumer paths: Chargebacks and debit card disputes, Insurance claim denied or delayed, and Unfair contract terms under Australian Consumer Law.