Dealing with collection agencies
Consumer Protection Act [802KB ].
Community Affairs - Municipalities, Municipal Elections, Yukon Communities, Gas Tax Fund
Phone: (867) 667-8334
Corporate Affairs - Societies, Securities, Business Corporations
Phone: (867) 667-5314
“if you are behind in payments, the credit lender may hand your account over to a collection agency for collection”
What is a collection
A collection agency is a business that is
hired by a credit lender to collect unpaid
Collection Agencies will obtain or
arrange for payment of money owed by
debtors on credit accounts extended by
a business or person for the purchase of
its goods or services.
Employees working for collection
agencies as bill collectors are known as
Credit grantors with staff who work on
collection of their own accounts
are not collection agents and
are not regulated
by the Consumer Protection Act
How does a collection
Some collection agencies operate as
agents of other businesses or persons
(creditors) and collect debts for a fee or
percentage of the total amount owed.
Others work on their own account,
purchasing debts from a creditor for less
than the dollar amount of the debt and
actively pursue the debtor to make their
What a collection agency
can and cannot do
Agents may contact you at home or
at work to try to collect the debt. Phone
calls can be made between 7:00 a.m.
and 9:00 p.m. daily except on Sundays
or statutory holidays when no contact is
Agents must not make calls with such
frequency that it could be considered
Agents must not give false or
misleading information (e.g. summons).
Agents must not collect an amount
greater than the sum of the amount
Agents must not collect from the
debtor any fee or commission payable
by the credit grantor .
Agents must not make any collect
calls or use any other method of contact
that reverses the payment of this
contact to the debtor.
Agents must not use threats of legal
action, including seizure of goods, in the
absence of filed court documents.
Agents must respect confidentiality –
they can only discuss the details of your
debt with you and the creditor.
If a collection agent
If you have been notified that an
account has been turned over to a
collection agency, remember that the
agency just wants to collect the money
you owe. Options that you can explore
with the agent include:
- pay the money owed;
- negotiate alternative methods of
repayment and follow-up with your
plan in writing;
- make payments in installments and
keep documentation to prove payment
(i.e. cancelled cheque, copy of money
You have statutory rights when dealing
with a collection agency and collection
agents – even if you owe money and
Consumer Protection Act
collection agencies and the people
working for them as collection agents.
requires all collection agencies
and agents to be licensed in Yukon.
If you owe the money,
but are unable to keep up
with the payments
If you are having problems paying your
bills, contact your creditors as soon as
possible. Try to make arrangements
before your account is turned over to a
Often collection agencies will demand
full payment of the debt in a short-time
frame. It may not be possible to pay off
your debt at this time. You may want to
suggest making regular payments that
you can afford.
Alternately, you may wish to arrange
confidential credit counseling.
Help for your financial
If your financial problems are getting out
of hand, you should consider contacting
The Credit Counseling Society for help.
This organization can provide services
such as confidential financial
counseling, arrangements with creditors,
budget planning, alternatives to
For a free, confidential counseling
session, call 1-604-527-8999, or
1-888-527-8999. The website is:
Making a complaint to the
If you are having problems with the
conduct of a collection agent, your first
step is to take your concerns to the
supervisor or manager of the Collection
Be prepared to provide all relevant
information related to your complaint.
This information may include times,
dates contacted, agent’s name, nature
of the conduct, and any other
information relevant to your complaint.
Registering a complaint
at Consumer Services
If you are not satisfied with the
Collection Agency’s reply to your
complaint you may register a complaint
with Consumer Services
complaint must be in writing and
delivered to Consumer Services, P.O.
Box 2703, Whitehorse, Yukon, Y1A
2C6; or hand delivered to Consumer
Services, 2134 – 2
Collection Agency: business hired to
collect on unpaid accounts.
Collection Agent: employee of a
collection agency who works as a bill
Credit Lender: a business or person that
allows you to purchase goods or
services on credit.
Debtor: a person who buys goods or
services and charges the costs of this
transaction on credit.
Need more information?
Consumers can learn more about their
rights and responsibilities under the
Consumer Protection Act
at 667-5111, or
toll-free outside of Whitehorse,
e information contained in this fact sheet is of a
neral nature only and should not be regarded as
a substitute for a reference to the legislation or
How Can You Help
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Debt collectors Information, debt collector is a term for a licensed bill collector and debtor is term for person in debt which is secured or unsecured debt
get out of debt, how can you be debt free
credit card debt and all other unsecured debt
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