When a creditor contacts you about overdue payments or non-payment of a bill, it is important not to panic and not to simply agree with anything the caller says to you. If it is not a convenient time for you to talk or you do not feel ready to discuss your situation, ask the caller to ring you at a nominated time and telephone number. If you are trying to work out how to best manage your financial situation, explain this to the caller and let that person know when you think you will be in a position to discuss your situation. If you have arranged an appointment with a financial counsellor or other adviser to get advice about your situation, you may find that the caller is willing to wait until after your appointment before discussing matters with you.

A creditor must not engage in undue harassment of a person in the course of attempting to recover a debt. Undue harassment can include making threats, as well as persistent contact at unreasonable intervals, times or places. You are entitled to ask a creditor to only reach you at particular numbers or times and not to contact you at work or at certain times. If you believe that a creditor is unduly harassing you, consult a financial counsellor or community legal service for advice.