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Debt collectors are the last resort. Usually:
There are some very clear rules about what debt collectors can and can't do, your rights and obligations are set out in the Debt Collection Practices Act (2009). Debt collectors must respect your privacy, hours and place of contact as well as requests for documents. Here's what to do when debt collectors call you about your electricity bill.
Skip ahead - State energy ombudsman contact details
A debt collector can only contact you to give you information about your account such as service restrictions, request you make a payment or make an arrangement for a payment, or to find out why you haven't stuck to the agreed payment plan.
A debt collector can contact you in more ways than by just calling. You may be contacted in writing, in person or even email.
Debt collectors can contact you over the phone no more than 3 times a week or 10 times a month, Monday to Friday from 7:30am to 9pm and weekends from 9am to 9pm.
A debt collector can contact you in person no more than once a month, 7 days a week from 9am to 9pm. This is a last resort and is only acceptable if the debt collector has tried unsuccessfully to contact you by all other means.
A debt collector must treat you with courtesy and respect your privacy at all times. Things a debt collector cannot do:
You're within your rights to dispute a debt or raise a billing issue if you think you're not liable for the debt or there's a problem with the amount you owe or you've already made the payment.
If you haven't been able to get a result, you can contact the relevant energy ombudsman for your state. The energy ombudsman is designed specifically to resolve problems between energy companies and consumers. Ombudsman services are free but should only be used after attempts to resolve the issue with the energy company yourself.
State | Free call |
---|---|
New South Wales Energy & Water Ombudsman | 1800 246 545 |
Queensland Energy and Water Ombudsman | 1800 662 837 |
ACT Civil and Administrative Tribunal | 02 6207 1740 |
Victoria Energy and Water Ombudsman | 1800 500 509 |
South Australia Energy Industry Ombudsman | 1800 665 565 |
Tasmania Energy Ombudsman | 1800 001 170 |
Western Australia Energy and Water Ombudsman | 1800 754 004 |
Northern Territory Ombudsman | 1800 806 380 |
If you have trouble paying your electricity bill, the law says energy companies have to work with to keep the lights on and the debt collectors away. Contact your energy provider early as there are hardship programs to help you meet your commitments.
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Know your rights and responsibilities when dealing with debt collectors so you can keep the lights on and your electricity flowing. If you have questions about what to do to deal with debt collectors, get in touch with us using the ask an expert form below. A member of the finder team will be in touch shortly after.
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