Help & options
Your options.
Being contacted about a debt is stressful.
Here is exactly what you can do, in plain terms.
Choosing any of these is your right — none of them makes things worse for you.
Pay the account
Pay in full using the reference number on your letter. Payment clears the account and we close the file. Ask us for a receipt and written confirmation the balance is zero — we’ll send it.
Set up a payment arrangement
If you can’t pay it all at once, tell us what you can realistically afford and how often. We’d rather have an arrangement that holds than one that fails in a month. Get the agreed terms in writing from us before you start paying.
Ask us to prove the debt
You can ask for details of what the debt is for and evidence that you owe it. Reasonable requests include:
- A copy of the contract, credit application or terms you agreed to
- The invoices or statements making up the balance
- How any interest or costs were calculated, and what allows them to be charged
- Proof that we’re entitled to collect the debt, including any assignment
We’ll pause collection activity while we obtain that information for you.
Dispute the debt
Tell us if you believe the debt isn’t yours, has already been paid, is the wrong amount, or the goods or services were never supplied or were faulty. Put it in writing if you can, with anything that supports it. We’ll investigate with the creditor and write back with the outcome.
If you think the debt was taken out in your name without your knowledge, tell us straight away. We’ll stop collection while it’s investigated. You can also report it to IDCARE on 1800 595 160.
Tell us you’re in financial hardship
Hardship means you want to pay but genuinely can’t right now — job loss, illness, family breakdown, a natural disaster, family violence, or income that no longer covers essentials. Tell us and we will look at pausing the account, reducing payments, or putting it on hold while you get advice.
Free, independent help:
- National Debt Helpline — 1800 007 007. Free financial counselling, Monday to Friday 9.30am to 4.30pm.
- Mob Strong Debt Help — 1800 808 488. Free legal service for Aboriginal and Torres Strait Islander people.
- 1800RESPECT — 1800 737 732, if family violence is affecting your finances.
- Lifeline — 13 11 14, 24-hour crisis support.
Change how we contact you
You can ask us to contact you in writing only, to stop contacting you at work, to deal with a nominated support person or financial counsellor instead, or to use an interpreter. Just tell us, and we’ll record it on the file.
Make a complaint
If we’ve got something wrong or you’re unhappy with how you’ve been treated, tell us. We’ll acknowledge your complaint within 3 business days and respond within 30 days.1800 595 160.
What we will never do
- Mislead you about what we are, what you owe, or what can legally happen next
- Threaten action we can’t or won’t take
- Contact you at unreasonable hours, or so often that it amounts to harassment
- Discuss your debt with anyone who isn’t entitled to know about it
- Pressure you into an arrangement you’ve told us you can’t afford