Debt Collection Communication Rules

It is unfair to communicate, in whatever form, with consumers in an unclear,
inaccurate or misleading manner.

Examples of unfair practices are as follows:

a. use of official looking documents intended or likely to mislead debtors as to
their status e.g. documents made to resemble court summonses

b. leaving out or presenting information in such a way that it creates a
false or misleading impression or exploits debtors' lack of knowledge

c. those contacting debtors not making clear who they are, who they work
for and what their role is

d. unnecessary and unhelpful use of legal and technical language

e. failing to provide debtors or creditors with information on status of
debts e.g. not providing requested balance statements.