How To Stop Collection Agencies From Harassing You

They call, they cajole, they plead, they wheedle and too often, they threaten. If you’ve ever had a collection agency on your tail, you know how relentless they can be. But there’s hope for getting them off your back.

Violet Pucsek-Berman knows how frustrating it is to have them hounding you, and how relieving it can be to finally shake them.

She was being relentlessly persued by an agency over a $50 ticket from 1999 that she claims she didn’t even receive.

Automated calls frayed her nerves several times a day for at least five months.  She even changed her number, but the calls kept coming.

It was only when she complained to Consumer Affairs that the calls stopped.

Unfortunately many don’t know their rights when it comes to collection agencies.

Bill collectors are governed by the Collection Agencies Act and there are a lot of strict rules they have to abide by. For example there’s a statute of limitations on bill collection. They cannot threaten you with a lawsuit or court action if more than two years has passed. Also they can’t call you at work and only during certain times of the day.

A collection agency may not call you more than three times a week, publish or threaten to publish a debtor’s failure to pay, use threatening or profane language, or undue pressure.

John Tzanis runs a small collection firm. He says things have improved since the early ’90s.

“Back then? Wild west,” he states.  “The people who yelled the most, who were the most aggressive were considered the best collectors.”

“If they do it (now) then they’re violating the law.”

Tzanis says the first step to getting a collection agent off your back is talk to their manager. Then go to the Ministry.


Here’s a look at the laws surrounding the agencies and what they aren’t legally allowed to do to you.

When They Can First Call You

It’s the ultimate in dialing for dollars. But several things have to take place before they can contact you for the first time. Under the Collection Agencies Act, they can’t call you until six days after you receive a letter containing the name of the creditor, how much you owe and the name of the agency trying to get you to pay up.

They’re barred from contacting you once you tell them you intend to challenge the charge in court. And you can also request that they deal strictly with your lawyer and they’re obligated to use him as the conduit to try to get the bill paid – without bothering you.

When They Can Call

One of the first things consumers complain about when they get on an agency’s radar is the endless phone calls that follow, hounding them to resolve the issue. But under the rules, they’re only allowed to contact you three times in a seven-day period without your consent and only after they’ve spoken to you for the first time.

They’re not supposed to call on holidays and they’re only allowed to ring your phone on Sundays between the hours of 1-5pm.

Who They Can’t Contact

In most cases, they can call your workplace only once – and then just to obtain employment information. And with rare exceptions, they can’t bug your spouse, relatives, close family members or your neighbours.

What They Can Say

They’re allowed to be persuasive and demand payment but in the words of the government, they can’t use “threatening, profane, intimidating or coercive language, or exert undue, excessive or unreasonable pressure” when they’re speaking  with you. 

When They Have To Stop

If you honestly aren’t the right person they’re seeking, they’re obliged to stop calling you and check to find the right debtor. And if you’ve paid your bill, your phone should stay quiet.

How Can I Make A Complaint?

Call the Consumer Ministry at (416) 326-8800 or 1-800-889-9768 if you think you have a legitimate beef. And for more on the rules governing Collection Agencies in Ontario click here.

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