Contact Frequency and Hours
Under Ontario Regulation 74 to the Collection and Debt Settlement Services Act, a licensed collection agency cannot contact a consumer more than three times in any seven-day period after sending an initial written notice. Contact includes phone calls and in-person visits.
Permitted contact hours are restricted: no contact before 7 a.m. or after 9 p.m. on weekdays, no contact before 1 p.m. or after 5 p.m. on Sunday, and no contact on statutory holidays.
Prohibited Practices
Regulation 74 prohibits a number of specific practices: using threatening or profane language, misrepresenting the amount owed or the legal consequences of non-payment, contacting family members or the employer (other than to verify employment), and continuing oral contact after a written request to communicate only in writing.
A collection agency must also disclose specific information on first contact: the name of the agency, the name of the creditor, the amount owed, and information about the right to contact the regulator.
- No threats, intimidation, or profane language
- No misrepresentation of the debt or consequences of non-payment
- No contact with family members, neighbours, or the employer beyond verifying employment
- No contact after a valid dispute notice is received
- No contact after a written request to communicate in writing only
How to Respond
A consumer who believes an agency has exceeded the limits may send a written 'in writing only' request to the agency. After receipt, oral contact must cease. The consumer may also dispute the debt in writing, which suspends collection activity pending verification.
Complaints about collection agency conduct may be submitted to Consumer Protection Ontario. Where the conduct is serious, the Ministry may suspend or revoke the agency's licence. A private civil claim for damages may also be available.