How Do I Complain About A Collector?
Start with the collector's own complaints process, set out your concern clearly, and escalate to an external scheme if it is not resolved.
In this answer
- Explain the usual order for making a complaint
- Help you set out a clear, effective complaint
- Describe external avenues such as ombudsman schemes
- Reassure you that complaining is a legitimate step
5 min
Start with the collector
The usual first step is to complain directly to the collector through its internal complaints process. This gives the business a chance to look into your concern and put things right, which is often the quickest route to a resolution.
Ask how to lodge a complaint, or simply put your concern in writing and request that it be treated as a formal complaint. Keep a copy of what you send.
At Merion we want to hear if something is wrong. Contact us to raise a concern and we will look into it.
Setting out your complaint
A clear complaint describes what happened, when, and why you think it was unfair, along with what you would like done to resolve it. Specific dates, details, and any records make your complaint easier to assess.
Stay factual and concise. For example: "On these dates I was contacted in a way I consider unreasonable; I would like the contact to stop and an explanation." Clarity helps you get a useful response.
Escalating externally
If your complaint is not resolved satisfactorily, you can escalate to an external avenue. Depending on the nature of the issue, this may include an industry ombudsman scheme such as AFCA, or a regulator such as the ACCC or ASIC, or a fair-trading or consumer-protection body.
These bodies exist to consider concerns independently. The right avenue depends on what your complaint is about, so it is worth checking which scheme covers your situation.
Complaining is your right
Raising a complaint is a legitimate step, not something to feel uneasy about. Fair processes depend on people speaking up when something seems wrong, and a good business treats complaints as a chance to improve.
This is general information only and not legal advice. For free, independent support, the National Debt Helpline on 1800 007 007 is available, and you can also visit our help centre for related guidance.
Key takeaways
- Complain to the collector's internal process first
- Describe what happened, when, and what you want resolved
- Stay factual and keep copies of your correspondence
- Escalate to an external scheme or regulator if unresolved
- Complaining is a legitimate step in a fair process
Frequently asked questions
Where do I complain first?
Start with the collector's own internal complaints process, which is often the quickest route to a resolution.
What should a complaint include?
What happened, when, why you think it was unfair, and what you would like done, along with any supporting records.
Who can I escalate to?
Depending on the issue, an ombudsman scheme such as AFCA, or a regulator like the ACCC or ASIC, or a fair-trading body. This is general information, not legal advice.
Fair, professional, compliant — always
Merion handles every account on the facts, with respect, and within the rules. Questions? We're happy to help.