Frequently asked questions

Firstly, and most importantly, don’t ignore it. Check that the message and the account is genuine, and then decide on how best you want to proceed. Even if you don’t recognise the debt or believe that you have been sent the letter in error, it is important to get in touch so that we can resolve any issues with the account as soon as possible.

All available payment options will be detailed in the correspondence you’ve received, alternatively they are available on Make a Payment page. However, if you have any questions, or need further information or support, please call us on the number provided. Remember there might be other options available!

If a client of ours feels that the letters, SMS or emails that we are sending on their behalf are being ignored, they may instruct us to escalate our efforts to recover the outstanding amount. It’s important therefore that you make contact with us so we can work with you and help you find a solution to bring your account up to date. You’ll find our staff to be friendly and professional in the way we deal with your enquiries.

To make sure that you speak with the right person, call the number provided in the correspondence you’ve received. If you don’t have that on hand, please call us on 1300 363 394 and we’ll put you through to the right department. Our offices are open Monday to Friday, from 8:30am to 5.00pm AEST.

For more contact options see our Contact us page

If you believe that you are not the account holder and/or are not responsible for the debt, then it is important that you tell us why. It may be because the creditor’s name is unknown to you, you can’t remember the debt or it’s from a long time ago. In some cases, it may be that the debt belongs to someone else. Your best option is to check whether the details we have for this account is correct. If there’s any issues, then please get in touch with us as soon as possible so we can take the matter up with the creditor on your behalf.

Not all customers keep their creditors up to date with their change of address and this can sometimes mean that the customer has moved. This means you may receive a letter at your address for someone who does not live there. All you need to do is tell us and we can deal with this quickly. Please get in touch with us so that we can update our records and ensure you don’t continue to receive any further letters for this person.

We understand that not all customers can pay their outstanding debts in one full payment. Our friendly staff will guide you through all the available options to you and help you choose the best course of action. If an alternative arrangement is required to settle this the account, then we will work with you to set up something that is realistic, affordable and reflects your current financial circumstances.

ARMA is dedicated to ensuring that the more vulnerable who could be experiencing financial difficulty, or other personal hardship are treated with respect, dignity, empathy, and compassion. We understand that people can experience situations in life that are out of their control, and that these unexpected and unintentional events can create stress, mental health, financial, and other unwelcome pressures. This is why ARMA has a dedicated team called ARMA Assist. This team consists of support professionals trained to genuinely consider, identify, assess, and assist with financial hardship or situations. For more information, see how we support you in these difficult times go to Financial Hardship and Vulnerable Customers.

If you would like to nominate an individual or an organisation to be able to discuss your account with us on your behalf, then we are more than happy to do this. You can do this over the phone by calling us on the number provided in the correspondence you’ve received or on our contact page. Please note that for protection of your personal data we are required to obtain some information from you regarding your nominated third party, such as their name, address, telephone number, email address and their relationship to you.

Under the Privacy Act 1988, we have an obligation to protect personal data. That means we have to make sure we’re speaking to the correct person before we can disclose information about any account. If your contact details are complete and up-to-date, we are in the best position to discuss your situation and provide assistance.

Yes, we record telephone calls for quality, compliance and training purposes.

Any debt that remains unpaid could make it difficult for you to obtain more credit. Depending on how long the account has been in arrears, it’s possible that the original creditor has registered a default with a credit reference agency.

A credit reporting agency (CRA) is a company that collects, holds and distributes data from credit providers that pertain to a borrower’s financial history. This information is then used to calculate your credit score and recorded on your credit report. The three largest CRAs in Australia are Experian, Equifax and Illion. Each uses its own scoring system to determine your credit score.

You can check your credit file by contacting the credit reporting agency directly.

A default means that there are no arrears in isolation to collect and the full outstanding balance is due. If this shows up on your credit file, it may make it difficult for you to obtain further credit, depending on the type of credit you apply for. Your credit file indicates to a new lender (from mortgage applications through to mobile phones) your track record in managing your financial commitments.

Any payments you make towards an outstanding debt is updated with the original creditor. They will then use this information to update the credit reporting they use to ensure your file reflects this. Once your outstanding balance is cleared, the account in question will be revised as satisfied or partially satisfied depending on how the debt has been settled.

To successfully manage your account all you need to do is keep us up to date of any changes. We know that life can sometimes throw curve balls and if you find yourself struggling to keep up with repayments then you must contact us ideally before the payment is missed. If you stop making payments and don’t tell us, it’s more difficult for us to help, and you may be asked to pay the remaining balance in full. The best solution at all times is to keep us up to date.

If you believe that the debt isn’t valid, or you have a concern about the debt being communicated with you, then contact us as soon as possible so that we can work with you and the creditor to resolve the debt.

We always aim to provide the highest quality service, but if you feel that we’ve got something wrong, or we could have done better, then we want to know so we can continue to improve our services. To help us address your concerns visit our complaints page or contact us immediately via our contact us section.

There are several different debt advice services available to use, and most are free. 

Moneysmart is a Federal Government website, brought to you by the Australian Securities and Investments Commission (ASIC) set up to help Australians of all ages, backgrounds and incomes to increase their financial wellbeing.

National Debt Helpline is a not-for-profit service that helps people tackle their debt problems. They have professional financial counsellors who offer a free, independent and confidential service. You can call the free National Debt Helpline on 1800 007 007. Their helpline is open Monday to Friday, 9:30am to 4:30pm

Mob Strong Debt Helpline is a free nationwide legal advice and financial counselling service for Aboriginal and Torres Strait Islander people. The service specialises in consumer finance (such as credit cards, pay day loans and car loans), banking, debt recovery and insurance (including car, home, life and funeral insurance).

You can call the free Mob Strong Debt Helpline on 1800 808 488. Their helpline is open Monday to Friday, 9:30am to 4:30pm 

I am feeling overwhelmed and think I need extra support – who can I contact?

Our staff at ARMA are highly trained to support you to try and resolve your debt, but we also understand that sometimes you might need extra professional support that we are not qualified to provide. We therefore highly encourage you to reach out if you are feeling overwhelmed and need support. The below are a few possible options:

Lifeline: 13 11 14 www.lifeline.org.au

Beyond Blue: 1300 224 636 www.beyondblue.org.au 

Mensline 1300 789 978 www.mensline.org.au 

Kids Help Line 1800 551 8700 www.kidshelpline.com.au

Salvation Army 13 SALVOS (13 72 58) www.salvationarmy.org.au