Financial Rights Legal Centre
Hotline
Call our National Debt Helpline
on 1800 007 007.
Dealing with Debt Collection

Instructions to Users:

Step 1: Read our Legal Information Factsheets

Before using this letter you should read our Fact Sheet on Debtor Harassment and Dealing with Debt Collection and the ACCC/ASIC Debt Collection Guidelines.

Step 2: Find Correct Address for Debt Collector, Lender or Service Provider

You will need to send this request to your lender or service provider’s internal dispute resolution contact or the debt collector (if separate from your lender or service provider). Look up the appropriate ombudsman service here to find these details:

For lenders

Your lender will usually be required to be a member of one of these schemes by law. If your debt collector has bought the debt from the lender, it will also be required to be a member.

For telecommunications providers

Your communications provider will usually be required to be a member of the TIO. The TIO however does not yet provide email contact details for the complaints department of their members. You should either call the TIO and ask for an email address, call your provider and ask for an email address or look at your notice for contact details. If you are having trouble please call us on 1800 007 007.

If the debt collector is not in a dispute resolution scheme you should use the contact details given on the letter they sent you.

For electricity/gas/water providers

Your energy provider will usually be required to be a member of an ombudsman by law. Finding email contact details for the complaints department of their members may be difficult. You should either call the ombudsman service in your state and ask for an email address, call your provider and ask for an email address or look at your notice for contact details. If you are having trouble please call us on 1800 007 007.

If the debt collector is not in a dispute resolution scheme you should use the contact details given on the letter they sent you.

Step 3: Complete the questions below

  • Answer the questions below to customise your letter.
  • Once you have completed the questions click the Preview Letter button below. The letter generator will prompt you if there is missing information.
  • If you realise you need to change your answers, use the Click here to change your selections feature, above or below the previewed letter.  Do NOT use the back arrows on the address bar or you will need to start all over again.

Step 4: Copy & Paste the letter into your Email or Word program, and send it!

  • You will need to copy & paste the generated letter into your email or into a Word document in order to send the letter to the other party.
  • Once you have pasted the generated letter into your own email or Word program you can make additional changes to the main text of the letter, however we do not advise deleting any of the legal content that has been automatically generated.

If after you have sent this letter the information you are asking for is not provided or the harassment continues, you should complain to the Ombudsman. Call 1800 007 007 for advice.