Instructions to users:
Step 1: Read our fact sheet
Before using this letter you should read our fact sheet about Dealing with Debt Collection and also read the ACCC/ASIC debt collection guidelines.
If you have any questions about how or when to use this letter or if you need advice before completing it, please call our Credit & Debt Legal Advice line on 1800 844 949 for legal advice in NSW. Or call 1800 007 007 for financial counselling advice.
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 and debt collectors
- Australian Financial Complaints Authority (AFCA) or call 1800 931 678.
- Your lender will usually be required to be a member of this scheme by law. If your debt collector has bought the debt from the lender, it will also be required to be a member.
- If the debt collector is not in a dispute resolution scheme you should use the contact details given on the letter they sent you
You can also use their email address on any letters sent to you, or look up their complaint or contact details on their website. If you are having trouble please call us on 1800 007 007.
Step 3: Complete the questions below
- Answer the questions below to customise your letter.
- Click the Preview Letter button below. You will be prompted if there is missing information.
- To make changes to your answers, use the Click here to change your selections feature, on the preview letter page.
Step 4: Copy & Paste the letter into your email or Word program, and send it!
- Copy & paste the letter into your email or a Word document.
- You can make other changes but be careful about changing the auto-generated content – get advice first.
- Email or post the letter to the other party.
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.
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Last updated: October 2018.
