Frequently Asked By Our Customers

Who is Collection House?

We are a global financial services company, that provides a range of services across many industries. You can learn more about us and the types of services we offer here.

Why is Collection House trying to contact me?

Collection House Group comprises of several subsidiaries that carry out a range of services, often on behalf of other organisations. One of the reasons we may have tried to contact you is to discuss payment of an overdue account. If we’ve tried to contact you, please get in touch so that we can discuss the reason for our call.

Can I make a payment in person?

Unfortunately, we are unable to accept payments made in person at our offices. You may be able to make a payment in person at Australia Post, to find out more about the payment options available to you, please contact us.

I can’t afford to pay my account. Can you help me?

Absolutely. If you’re experiencing financial difficulties, or are unable to make a payment on your account, we have a range of options to assist you. Please contact us as soon as possible. We’ll be happy to help.

What is receivables management?

Receivables Management is where Collection House provides a service to the organisation that you hold the account with (i.e. your bank). Our objective is to listen to you, understand your circumstances and offer suitable options to help you meet your obligations.

I received a letter from Collection House, what should I do?

If you’ve received a letter from Collection House, it’s important you get in touch with us using the contact details listed on our letter. Our team will have a discussion with you to understand your circumstances and then work with you on a suitable solution.

Has a default been listed on my credit file?

If you’re unsure whether you have a default listing on your credit file, you can contact a credit reporting agency for a free copy. The most common Australian credit reporting bureaus are: Illion, Equifax and Experian.

Do I have to pay my account immediately?

Your account due date will depend on a range of factors so it’s important you contact us so that we can discuss your individual circumstances.

What does Lion Finance do?

Lion Finance is a wholly owned subsidiary of Collection House that specialises in purchased debt acquisition. This means that Lion Finance acquires overdue debts from banks, telecommunication providers, utility companies and other credit providers.

When Lion Finance purchases a debt, the legal rights, responsibilities, and ownership of that debt, are transferred to Lion Finance who then works with its customers to understand their circumstances and offer tailored solutions to meet their needs.

How can I make a complaint about Collection House?

If you’re not satisfied about something we’ve done, or perhaps haven’t done, we want to know about it. We treat every complaint seriously and aim to resolve your concerns as quickly as possible. Find out more about our complaints process here.

I have other questions, who should I ask?

Please contact us so that we can assist you further.

How do I make changes to my payment arrangement with Collection House?

We know that life happens and things change. Get in touch with us as soon as possible to discuss changes to your payment arrangement, we’ll be happy to help.

How can I update my contact details?

It’s important we have up to date contact information for you. If your contact information has changed, please contact us as soon as possible so that we can update our records.

Can I pay my account over a period of time?

In most cases, yes. Our team will work with you to establish what payment options are available and to confirm that your proposed payment arrangement will be affordable over an appropriate period of time.

I’ve received mail from Collection House for someone that no longer lives at my address. Can you update your records?

Yes. Please contact us as soon as possible so that we can update our records.

Can Collection House collect debts for my business?

Collection House is a leader in receivables management. If you would like to discuss ways Collection House may be able to assist your business, please visit our sales page.

What if I am experiencing Financial Hardship?

If you’re unable to pay your account, because you can no longer afford to, it’s important you let us know as soon as possible. We know that things in life can change and our team have been specially trained to assist customers respectfully and efficiently.

What if I’ve been impacted by COVID-19?

If you’re experiencing financial difficulties due to COVID-19, or are unable to make a payment on your account, we have a range of options to assist you. Please contact us as soon as possible. We’ll be happy to help.

Where can I get support?

There are a number of organisations that provide free and independent services to people experiencing difficulty with debt. To find out more, visit our external support directory.

If you have a debt with Collection House and are experiencing difficulties in making payments, seeking support is important and we’re here to help. Visit our financial difficulty page to learn more about how we can assist you.

How does Collection House collect, use and store my personal information?

We respect your privacy and are committed to protecting it. We are bound by the Privacy Act, the Australian Privacy Principles and all other relevant privacy legislation in each jurisdiction we operate within. The purpose of our Privacy Policy is to inform you about how we manage your personal information and how you can request a correction.

How can I be sure that the contact I’m receiving from Collection House is legitimate?

If you receive a letter, SMS, email or phone call from Collection House and would like to confirm its legitimacy, you can contact us directly to confirm.