Debt collection company Marshall Freeman Collections Pty Ltd has paid $59,400 in penalties after the ACCC issued it with three infringement notices in relation to its debt collection activities, and has provided a court enforceable undertaking to the ACCC.
The ACCC was concerned that, between July 2024 and June 2025, Marshall Freeman unduly harassed consumers by continuing to demand payment without dealing with requests for information or adequately addressing disputes raised by consumers about the alleged debts.
The ACCC also alleged that Marshall Freeman sent letters to consumers that misleadingly claimed they had instructions from creditors to commence legal proceedings to recover the debts, when no such instructions existed.
"Harassment by debt collectors is unacceptable under any circumstances as it places significant pressure on consumers, in some cases including those experiencing vulnerability, and impacts their ability to resolve disputed debts fairly," ACCC Commissioner Luke Woodward said.
"It is misleading and in breach of the Australian Consumer Law for a debt collector to send a letter threatening legal action that they are not instructed or permitted to take," Mr Woodward said.
"Debt collectors must always be mindful of their obligations under the Australian Consumer Law when engaging with debtors," Mr Woodward said.
In a court-enforceable undertaking given to the ACCC, Marshall Freeman has admitted its conduct breached, or was likely to breach, the Australian Consumer Law.
As part of this undertaking, Marshall Freeman has committed to improve its debt collection processes and handling of consumer disputes and queries. It has also committed to implement a consumer law compliance program and to update its debt collection processes.
The ACCC encourages businesses involved in debt collection to use and comply with the ACCC and ASIC Debt Collection Guideline: for collectors and creditors.
Background
Marshall Freeman is a debt collection services provider that works on behalf of creditors to recover debts from consumers and businesses in exchange for fees and commissions.
In separate action in June 2026, the ACCC instituted proceedings in the Federal Court against another debt collection agency, ARMA Group Holdings Pty Ltd and legal practice Force Legal Pty Ltd, both owned by Credit Clear Limited, for engaging in misleading or deceptive conduct and making false or misleading representations in the course of their debt recovery process.
