What Can A Debt Collector Not Do?
A debt collector must not harass, threaten, deceive, or unfairly pressure a customer — fair recovery has clear limits.
In this answer
- List, conceptually, conduct that fair recovery excludes
- Explain why these limits exist
- Reassure customers about what to expect from Merion
- Describe what to do if a line is crossed
- Signpost complaints and free help
5 min
Conduct that is off-limits
Australian guidance and law are clear that a collector must not:
- harass a person with excessive or unreasonable contact;
- use or threaten physical force, or threaten action that cannot lawfully be taken;
- mislead or deceive — for example, pretending to be someone they are not;
- disclose a debt to people who have no right to know;
- take unfair advantage of someone's vulnerability.
These are not grey areas. They are firm boundaries on how recovery may be conducted.
Why the limits matter
The limits protect people's dignity, privacy, and wellbeing. A debt is a financial matter, not a licence to intimidate. They also protect honest collectors: clear boundaries make it easy to tell professional recovery from misconduct.
Merion operates well inside these lines by design. We do not use field agents, we keep contact reasonable and factual, and we never trade on fear or confusion to obtain payment.
What good practice looks like
Proper recovery is quietly professional. You should always be told who is contacting you and on whose behalf, what is owed, and how to respond or dispute. Contact should be at sensible times and frequencies, and any genuine dispute or hardship should be taken seriously and acted on.
If something does not feel right, you are entitled to ask questions and to raise a concern. You can do that with us directly through our contact page.
If a line is crossed
If you believe a collector has acted unfairly, you can complain to the firm, escalate to an external dispute resolution scheme, or contact a regulator. Free, independent advice is available from the National Debt Helpline on 1800 007 007.
Merion welcomes scrutiny. If you have a concern about our conduct, tell us so we can put it right.
This page is general information only and is not legal advice.
Key takeaways
- Harassment, threats, deception, and unfair pressure are off-limits
- Privacy must be respected — debts are not disclosed to people with no right to know
- Merion stays well inside these limits and uses no field agents
- You can question contact and raise concerns at any time
- Free advice is available on 1800 007 007
Frequently asked questions
Can a collector contact me at any hour?
No. Contact should be at reasonable times and frequencies. Persistent or unreasonable contact is not acceptable.
Can a collector tell my employer or family about my debt?
A debt should not be disclosed to people who have no right to know. Privacy is a core expectation of fair recovery.
What if I think a rule was broken?
Raise it with the firm, escalate to external dispute resolution if needed, and seek free advice on 1800 007 007.
Fair, professional, compliant — always
Merion handles every account on the facts, with respect, and within the rules. Questions? We're happy to help.