Can Creditors Contact You While Under Debt Review?
Once you are formally under debt review, credit providers should generally deal with your debt counsellor rather than contacting you directly to demand payment. If creditors do contact you, refer them to your debt counsellor and keep a record. Persistent or harassing contact may be addressed through the applicable complaints process.
Key Points
- Creditors should generally deal with your debt counsellor once you are under review.
- Refer any direct contact to your debt counsellor.
- Keep records of calls and messages.
- Harassment can be reported through the complaints process.
This article provides general consumer information and is not legal advice. Individual circumstances differ. If legal proceedings have already started, obtain advice relevant to your specific circumstances.
What changes once you are under debt review?
When your debt counsellor notifies your credit providers that you are under debt review, the providers are generally expected to communicate through the debt counsellor regarding the restructured repayment. This is one of the protective features of the process.
The intention is to reduce the stress of dealing with multiple creditors directly while a formal restructuring is put in place.
What if a creditor still contacts you?
If a creditor contacts you, politely refer them to your debt counsellor and provide the counsellor's contact details. Do not make promises or payments outside the restructured plan without consulting your counsellor.
Keep a record of the date, time and content of any contact, as this may be useful if a complaint becomes necessary.
When contact may still occur
Some contact may relate to accounts not included in the debt review, or to administrative matters. If you are unsure why a creditor is contacting you, check with your debt counsellor before responding.
Where contact amounts to harassment or threats, you have the right to lodge a complaint.
Frequently Asked Questions
Worried That Your Debt Has Become Unaffordable?
Debt Guidance can assess your income, essential expenses and debt commitments to determine whether debt review may be appropriate.
Reviewed by Carolina Guevara Harris
Registered Debt Counsellor · NCRDC3152
Last updated: 17 September 2025
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