Can a debt collector come to your house?

What does the guidance say about visits?

The ACCC guidance on contact says a visit should generally be a last resort and may be unnecessary when arrangements can be discussed in writing or by phone. Its guidance also addresses respectful treatment. Read the original guidance for the full context, rather than relying on a single time or frequency rule.

What if I feel threatened?

Moneysmart directs people facing threats of violence or force to police. For concerns about other collection behaviour, a financial counsellor can help you work through a complaint. DebtReply does not determine whether a particular visit breaks a rule.

How can I record what happened?

Use the private contact log to record the date, company, channel and a factual summary. Separate words you remember from your interpretation. Note whether anyone else was present, but avoid including unnecessary personal details. Export a copy before leaving the page because DebtReply does not save it.

What can I do next?

1. Put your immediate safety first.
2. Make a factual record while the details are fresh.
3. Keep related messages together.
4. If the claim itself is unfamiliar, read the proof guide.
5. Discuss the contact and your preferred communication method with a free help service.

Example: recording an unexpected visit

This is a preparation example, not advice about a particular visit. You find a card at your door naming a collector, but you did not speak to anyone. Your note could say that you found the card, when you found it, and which reference appears on it. Do not turn that into a claim about the time the person arrived or what they intended if you did not witness either.

If you did speak to the visitor, separate what you recall them saying from any documents they left. Note the name they gave and whether you had previously arranged a visit. Keep the card or letter with the note. If your concern is that the amount is unfamiliar, list that as a separate question. A contact record and an account query serve different purposes.

What the contact guidance covers

The ACCC distinguishes reasonable collection contact from unacceptable behaviour:

• A collector may contact someone to explain an account or discuss repayment.
• Visits should generally be a last resort; the person can also request or agree to a visit.
• Its guidance rejects physical force, coercion, undue harassment and misleading conduct.

These points do not determine what happened in your particular interaction. Keep the account facts separate from your concern about conduct when asking for help. If you are describing something you heard from another person, identify it as their report rather than your own observation.

Preparing a communication preference

You can use your notes to explain how you would prefer to communicate. For example, ask for account information in writing so you can read it alongside your records. Keep any confirmation of that request. The contact log does not send a complaint or notify the collector, and it does not assess whether a visit was permitted.

Put your next step into words

Use a free starting-point letter, then check that every detail fits your situation.

Write the letter

Common questions

Does a visit prove that I owe the money?

No. Check the underlying account and records separately from the way you were contacted.

Where can I read the contact guidance?

The ACCC and Moneysmart sources below explain expectations for collector contact and behaviour.

Can I keep a record on this site?

You can prepare and download a contact log. DebtReply does not store it for you.

Sources you can check

• What debt collectors can and cannot do ACCC · Checked 18 October 2026
• Dealing with debt collectors ASIC Moneysmart · Checked 18 October 2026

This guide explains a process. It has not been reviewed as advice for your situation. How we use sources.

Keep reading

• Can a debt collector take you to court?
• Do I have to pay a debt collector in Australia?
• How to ask a debt collector for proof of debt