Debt collection rules every small business should know
When chasing money in Australia, don't harass or mislead customers. The ACCC and ASIC debt collection guideline suggests contacting people at reasonable times, not too often, being honest about the debt and consequences, respecting privacy, and stopping to deal properly with disputes.
It applies to businesses chasing their own customers
The ACCC and ASIC debt collection guideline is written for collectors and creditors, including businesses collecting their own debts. It's a good benchmark for anyone sending reminders.
Reasonable hours and frequency
Contact people at sensible times and don't overdo it. Churnproof only contacts customers on business days between 8am and 7pm, never on public holidays, and never more than once every three days.
Be honest and don't threaten
Don't exaggerate what will happen or imply legal action you don't intend to take. Be clear about the amount owing.
Respect privacy
Only discuss the debt with the person who owes it. Don't leave detailed messages others might see.
Handle disputes properly
If someone disputes the amount, stop chasing and look into it.
Let people opt out of SMS
Give people a way to stop receiving texts. Churnproof customers can reply STOP.
Sources
Last checked 6 November 2026.
Questions people ask
- How often can I contact a customer about a debt?
- The ACCC and ASIC guideline suggests reasonable times and not too often. Churnproof never messages more than once every three days.
- What if the customer disputes the invoice?
- Stop chasing and look into it properly before following up again.