3. Learn the rules a collection agency must follow when contacting you

What rules do collection agencies have to follow and what are my rights when dealing with them?
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3. Learn the rules a collection agency must follow when contacting you

After a collection agency sends you a written notice, they must wait until 6 days have passed before trying to contact you.

This means they can’t call, email, text, or send you anything about the debt until the 6 days have passed.

After the 6 days, they can contact you only at certain times:

  • Mondays to Saturdays between 7 a.m. and 9 p.m.
  • Sundays between 1 p.m. and 5 p.m.

Number of contacts in a week

A collection agency can contact you only 3 times in a week, unless you say it’s okay for them to contact you more often.

If they send you a letter by regular mail, this does not count as one of the 3 times.

To figure out how many times in a week the collection agency contacted you, add up all of the following that happen over 7 days:

  • voice mail messages
  • phone conversations
  • texts
  • emails

It’s not a contact if they call and:

  • you don’t answer, and
  • they don’t leave a message.

The law also says that a collection agency can’t:

  • contact you on a holiday
  • threaten, intimidate, or harass you
  • charge you any fees, except for any interest that you owe

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Ontario Ministry of Government and Consumer Services
Reviewed: August 17, 2018

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