Who called?
Debt collector calls: real or scam?
A debt collector's call is stressful whether the debt is real or not. Australian law limits what collectors can do - and scammers chasing debts that don't exist rely on you not knowing that.
What a genuine collector must do
Under the ACCC and ASIC's debt collection guideline, collectors should:
- tell you who they are and who they act for, and give details of the debt in writing if you ask;
- contact you no more than three times a week or ten times a month (not counting contact you start);
- call only at reasonable times - generally 7:30am-9pm on weekdays and 9am-9pm on weekends;
- not threaten, harass, mislead or embarrass you, or discuss the debt with your family, employer or neighbours.
Signs it's a scam
- You've never heard of the debt, and they won't put it in writing.
- They threaten arrest, court "today", or telling your employer.
- They want payment by gift cards, crypto, a money transfer service or into a personal account.
- They ask you to confirm your bank details, date of birth or tax file number "for security".
Check first: ask for the debt in writing, then contact the original creditor (your bank, telco or energy company) on the number from their own website. Look the collector's number up on BadCall too.
If it's real and you're struggling
Call the free National Debt Helpline on 1800 007 007 (ndh.org.au) for financial counselling. You can also ask the creditor about hardship arrangements.
Complaints
If a collector breaks the rules, complain to the business first, then to the Australian Financial Complaints Authority (AFCA) or the ACCC.
Report the number and choose "Debt collector" - say whether the debt was genuine. See reported debt collectors.