What Is Responsible Collection?
Responsible collection means recovering genuine debts in a way that is fair, accurate, respectful, and mindful of each customer's circumstances.
In this answer
- Define responsible collection in plain English
- Set out the principles that underpin it
- Explain how it benefits customers and creditors alike
- Show how Merion puts it into practice
- Signpost help and further reading
5 min
What it means
Responsible collection is the practice of recovering genuine debts in a way that is fair, factual, and humane. It accepts that creditors are entitled to be paid, while insisting that recovery be carried out decently and within the rules.
In short, it is recovery done the right way — effective, but never at the cost of a customer's dignity or rights.
The underlying principles
Responsible collection rests on a few simple ideas:
- Honesty — accurate information about the debt and who is collecting it;
- Fairness — reasonable contact and a willingness to find workable outcomes;
- Respect — courteous communication and protection of privacy;
- Care — proper handling of disputes, hardship, and vulnerability.
These principles align closely with Australia's published debt-collection guidance.
Why it benefits everyone
Responsible collection is not a constraint on results — it improves them. Customers cooperate when they are treated fairly, disputes are fewer, and arrangements are more likely to stick. Creditors protect their reputation and customer relationships in the process.
Merion's commission-only model reinforces this: we earn when we recover, so a fair, lasting resolution is exactly what we are working towards.
How Merion practises it
In practice, we communicate clearly, work in writing and by phone with no field agents, keep accurate records, and take disputes and hardship seriously. Professional and compliant conduct is our baseline, not an aspiration.
You can read more in the Trust Centre or ask us anything via our help centre. Free advice is also available on 1800 007 007.
This page is general information only and is not legal advice.
Key takeaways
- Responsible collection recovers genuine debts fairly, accurately, and humanely
- It rests on honesty, fairness, respect, and care
- Fair treatment improves cooperation and makes arrangements stick
- Merion's commission-only model aligns with lasting resolutions
- We use no field agents and treat disputes and hardship seriously
Frequently asked questions
Does responsible collection mean debts are not pursued?
No. Genuine debts are still pursued — but fairly, accurately, and with respect, rather than through pressure or deception.
How is it different from aggressive collection?
It prioritises honesty, reasonable contact, privacy, and proper handling of disputes and hardship, which also tends to recover more reliably.
How does Merion practise it?
We communicate clearly, use no field agents, keep accurate records, and take disputes and hardship seriously as a matter of course.
Fair, professional, compliant — always
Merion handles every account on the facts, with respect, and within the rules. Questions? We're happy to help.