What Are The Debt Collection Guidelines?
Australian regulators publish joint guidance describing how debt collection should be carried out — honestly, fairly, and without undue pressure.
In this answer
- Describe the purpose of published debt-collection guidance
- Summarise the broad principles it sets out, conceptually
- Explain who the guidance is intended to protect
- Show how Merion's conduct reflects these principles
- Direct readers to authoritative sources for detail
6 min
Why guidance exists
Australia's consumer and corporate regulators have published joint guidance on debt collection. Its purpose is to set clear expectations for anyone who collects debts and to help customers understand their rights. The guidance is widely regarded as the practical benchmark for fair conduct.
It does not replace the law; rather, it explains, in everyday terms, how collectors are expected to behave and what customers can reasonably expect when they are contacted about a debt.
The broad principles
Conceptually, the guidance asks collectors to:
- be honest and accurate about the debt and who they are;
- contact people only at reasonable times and frequencies;
- avoid harassment, coercion, threats, or misleading statements;
- respect privacy and disclose information only where appropriate;
- respond properly to disputes, hardship, and vulnerability.
The common thread is simple: treat people fairly and tell the truth.
Who it protects
The guidance protects customers — including people who may be experiencing financial difficulty or other vulnerability — while still recognising that creditors are entitled to pursue genuine debts. It strikes a balance: recovery can continue, but it must be done decently.
For creditors who refer work to a firm like Merion, that balance is reassuring. Working with a collector who follows the guidance reduces complaints and protects the creditor's own reputation and customer relationships.
How Merion applies it
Merion's day-to-day practice mirrors these principles. We are professional and compliant, we communicate factually, and we never rely on pressure. Because we work on a commission-only basis, our incentive is a fair, lasting resolution — not volume of contact.
For the authoritative detail, customers should read the regulators' own guidance. You can also ask us questions through our help centre or read more in the Trust Centre.
This page is general information only and is not legal advice.
Key takeaways
- Regulators publish joint guidance as the practical benchmark for fair collection
- Core principles: honesty, reasonable contact, no harassment, respect for privacy
- The guidance protects customers while allowing genuine recovery
- Merion's commission-only model aligns with fair, factual conduct
- Always rely on the regulators' own publications for detail
Frequently asked questions
Is the guidance the same as the law?
No. It explains, in plain terms, how the law is expected to be applied. The underlying laws still govern; the guidance helps everyone understand expectations.
Who writes the guidance?
It is published jointly by Australia's consumer and corporate regulators. For the authoritative text, refer to their official publications.
Does Merion follow it?
Yes. Our professional, commission-only approach is built around fair, factual contact and proper handling of disputes and hardship.
Fair, professional, compliant — always
Merion handles every account on the facts, with respect, and within the rules. Questions? We're happy to help.