Debt Collection

We licence and oversee the behavior of debt collection agencies and debt collectors.

We’ve created online or printable self-help tools (below) to help you communicate with a collection agency. When using the self help tools, it is best to send your written notification in a way that gives you proof of delivery, such as registered mail, fax, or email. Keep copies for your records. Give the collection agency three to five business days to process your request. If the behaviour continues contact us directly.

If you’ve already used one of our self-help tools or have a different complaint about a debt collection agency you can continue to complete our complaint form at the bottom of this page.

I want the calls to stop

Notify a collection agency you are requesting communication in writing only (printable form)

Notify a collection agency you are requesting communication in writing only (online form – you must have the collection agency’s email to use this form)

Notify a collection agency you wish for communication to be done through your lawyer only  (printable form)

Notify a collection agency you wish for communication to be done through your lawyer only  (online form – you must have the collection agency’s email to use this form)

They have the wrong person

Are you getting collection calls for the wrong person? Sometimes collectors have the wrong information for the person they are trying to reach.

Notify a collection agency that you are not the debtor (printable form)

Notify a collection agency that you are not the debtor  (online form – you must have the collection agency’s email to use this form)

I want to dispute the debt

If a collection agency is trying to collect a debt that you have already paid, or you don’t feel you owe, you have the right to dispute the debt. By disputing the debt, you’re telling the creditor and the debt collection agency that you wish for the matter to be taken to court for resolution. To dispute the debt, you must notify both the collection agency and the initial creditor.

To notify the creditor you must use our printable form.

Notify a collection agency or the creditor that you are disputing the debt (printable form)

Notify a collection agency that you are disputing the debt  (online form – you must have the collection agency’s email to use this form)

Have you already used our self-help forms or want to make a different complaint about a debt collection agency?

Click "Next" to continue filling in our complaint form

Want to cancel a fitness contract?

Depending on the situation you may have the right to cancel a fitness contract.

Contracts for services that are ongoing and physical in nature are known as continuing services contracts. They include dance lessons, personal training, weight loss, self-defence, gym and travel club memberships. By law, you have cancellation rights with these types of contracts.

We’ve created self-help tools (below) to help you. To cancel your contract, print off and complete our cancellation form and send it directly to the business in a way that allows you to get proof of delivery (registered mail, fax, or email). Keep copies for your records and be sure to follows up the business. It is always a good idea to confirm a contract cancellation; the law gives the business 15 days to respond.

If you’ve already used one of our self-help tools you can continue to complete our Complaint form by selecting "Next" at the bottom of this page.

I just signed up. Can I cancel?

To cancel your continuing services contract within 10 days fill out this form

My situation has changed. Can I cancel?

The law gives you the right to cancel if there are certain changes in your circumstances. For example, if you have moved and the distance between your new location and the facility is more than 30 km greater than when you entered into the contract, or you are mentally or physically unable to participate in the activity you signed up for. (You will need to attach proof of your cancellation of your material change: a doctor’s notes, or proof of your new address).

If you are cancelling because of a change in your circumstances, by law, the business can keep up to 30% of the amount owed back to you to cover their costs. 

Cancel your contract entered into BEFORE August 1, 2026 due to your change in circumstances.

Cancel your contract entered into AFTER August 1, 2026 due to your change in circumstances.

The services have changed. Can I cancel?

If the business has changed the services that were orginaly offered, it is considered a material change by the supplier. For example, if the business has closed or moved, or an amenity like a pool is no longer available you have the right to cancel.

Cancel your contract entered into BEFORE August 1, 2026 due to a change in circumstances of the business.

Cancel your contract entered into AFTER August 1, 2026 due to a change in circumstance of the business.

Have you already used our self-help forms or want to make a different complaint about a gym membership?

Door to door sales

If someone came to your door to sell you something you likely entered a direct sales contract. Depending on the situation you may have the right to cancel a direct sales contract.

We’ve created self-help tools (below) to help you. Send your written notification to the business in a way that gives you proof of delivery, such as registered mail, fax, or email. Keep copies for your records and be sure to follow up with the business. It is always a good idea to confirm a contract cancellation; the law gives the business 15 days to respond.

If you’ve already used one of our self-help tools you can continue to complete our Complaint form by selecting "Next" at the bottom of this page.

Can I cancel my contract?

Cancel a direct sales contract within 10 days

Cancel a direct sales contract (entered into BEFORE August 1 2026) after 10 days (for not containing the required content or not receiving the goods or services within 30 days of the supply date).

Cancel a direct sales contract (entered into AFTER August 1 2026) after 10 days (for not containing the required content or not receiving the goods or services within 30 days of the supply date).

Have you already used our self-help forms or want to make a different complaint about a door to door sale?

Problem with an online purchase?

If you purchase something online you are entering into a distance sales contract. In certain circumstances you have the right to request a refund from the online seller. We’ve created self-help tools (below) to help you. Send your written notification to the business in a way that gives you proof of delivery, such as registered mail, fax, or email. Keep copies for your records and be sure to follow up with the business. It is always a good idea to confirm a contract cancellation; the law gives the business 15 days to respond.

If you’ve already used one of our self-help tools you can continue to complete our Complaint form by selecting "Next" at the bottom of this page.

I never got my services/my product never arrived

Cancel your distance sales contract (entered into BEFORE August 1, 2026) for not receiving the goods or services within 30 days of the supply date

Cancel your distance sales contract (entered into AFTER August 1, 2026) for not receiving the goods or services within 30 days of the supply date

Cancel your distance sales contract (entered into BEFORE August 1, 2026) for not containing a supply date and the goods or services were not delivered within 30 days of purchase

Cancel your distance sales contract (entered into AFTER August 1, 2026) for not containing a supply date and the goods or services were not delivered within 30 days of purchase

I tried to cancel but didn’t get my refund.

Request for a reversal of charges from your credit card provider

Have you already used our self-help forms or want to make a different complaint an online purchase?