ACCC/ASIC Debt collection guideline

Merion's collection practices are designed to comply with the ACCC/ASIC Debt collection guideline: for collectors and creditors (the Guideline), published jointly by the Australian Competition and Consumer Commission and the Australian Securities and Investments Commission. The Guideline sets the national standard for acceptable debt collection conduct in Australia.

Key principles from the Guideline that govern Merion's operations:

Contact frequency — Merion limits contact attempts to the frequencies permitted by the Guideline. We do not contact debtors outside of business hours without consent.
Harassment and coercion — Our communications are factual, measured, and free of threats, harassment, or misleading statements.
Disputed debts — Where a debtor raises a genuine dispute, collection activity is paused and the dispute is investigated before resuming.
Financial hardship — Debtors experiencing financial hardship are referred to our Hardship Policy and offered appropriate accommodation.
Vulnerable persons — Merion maintains a Vulnerable Customers Policy. Staff are trained to identify vulnerability indicators and respond appropriately.
Third-party disclosure — Merion does not disclose the existence or details of a debt to a debtor's employer, family, or associates, except where legally required.

ASIC RG 96 — debt collection guidelines

ASIC Regulatory Guide 96 (RG 96) provides additional ASIC-specific guidance on debt collection conduct, particularly in relation to credit-licensed activities. Merion's processes and communications are reviewed against RG 96 to ensure ongoing compliance.

Privacy Act 1988 (Cth)

As an entity regulated by the Privacy Act, Merion complies with the Australian Privacy Principles (APPs). Full detail on data collection, use, and retention is in the Privacy section of this Trust Centre. The published Privacy Policy is at merion.com.au/privacy-policy/.

Licensing status

Merion Pty Limited is not required to hold a Commercial Agent Licence in Queensland, Victoria, New South Wales, or the Australian Capital Territory, as we do not engage in field-agent activities. Our operations comply with all relevant state and federal regulations.

Merion operates exclusively through written communications, phone calls, and its online platform. It does not conduct field visits, door-to-door contact, or in-person collections — the activities that trigger Commercial Agent Licence requirements in most Australian jurisdictions.

The jurisdictions in which Merion operates:

Queensland — Commercial Agent and Private Inquiry Act 2004 (Qld). Field agent activities require a licence; remote/correspondence-only operations do not.
Victoria — Private Security Act 2004 (Vic). Debt collection licence required only for field agents. Merion does not engage in field-agent activities.
New South Wales — Debt Collectors (Field Agents and Collection Agents) Act 2014 (NSW). Licence applies to field agents; not to correspondence-only collectors.
Australian Capital Territory — No standalone commercial agent licensing regime; ACT follows the national consumer protection framework.

Financial disclosures

Merion's financial disclosures — including commission rate schedules, fee structures, and any material conflicts of interest — are published at merion.com.au/financial-disclosures/.

Complaints and EDR pathway

Merion has a formal internal complaints process. Full details are at merion.com.au/complaints/.

Summary:

Internal complaint — Contact us at [email protected] with "Complaint" in the subject line. We aim to acknowledge within one business day and resolve within 10 business days.
Escalation — If not resolved to your satisfaction, you may escalate to the relevant external dispute resolution scheme.
ACCC — For complaints about misleading or unconscionable conduct: accc.gov.au.
ASIC — For complaints about financial services conduct: asic.gov.au.
OAIC — For privacy complaints: oaic.gov.au.

Collection practices policy

Merion's internal Collection Practices Policy is published at merion.com.au/policies/collection-practices/. It covers contact standards, communication templates, dispute handling, and hardship accommodation.

Compliance