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Ontario consumer rights

A collector won't stop calling? You have rights.

In Ontario, collection agencies must follow strict rules. They can't call before 7 a.m. or after 9 p.m., can only call Sunday afternoons, and never on holidays. They can't threaten you, lie to you, or tell your boss or family about your debt. Here's what's true, and how to take back control — calmly and legally.

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In 30 seconds, here's what's true

  • A collection agency must send you a written notice with the debt details and wait 6 days before they can demand payment by phone.
  • Call hours are limited: 7 a.m. to 9 p.m. Monday to Saturday, Sundays only between 1 p.m. and 5 p.m., and never on a public holiday.
  • After their first contact, they can't reach you more than 3 times in any 7-day period for the same debt without your okay.
  • They cannot threaten you, use abusive language, or tell your employer, family, or friends that you owe a debt.
  • You can send a written notice telling them to deal only with your lawyer or paralegal — then they can't contact you directly.

How the process works

  1. Confirm who's actually calling

    Make sure it's a real, registered Ontario collection agency. You can check the Ministry's registry. A collector must also tell you who they are, who they're collecting for, and how much is owed.

  2. Get the debt details in writing

    A collector has to send you a written notice with the debt details before they can demand payment by phone, and must wait 6 days after sending it. You can also ask for a full breakdown of what they say you owe.

  3. Start a call log

    Write down every contact: the date, the time, who called, and what was said. This is your evidence if they break the rules — like calling outside the allowed hours or threatening you.

  4. Put your limits in writing

    You can send a written notice (by registered mail or email, so you have proof) telling them to communicate only with your lawyer or paralegal. Note: in Ontario, simply asking for "written only" contact does not by itself stop the phone calls — the surest stops are routing them to a representative, or disputing the debt and asking that it go to court.

  5. Complain if they break the rules

    If a collector ignores the rules, file a complaint with Consumer Protection Ontario and include your call log. Agencies face real penalties for breaking these rules.

What to do next

  • Write down every call: date, time, who called, and what they said.
  • Check the Ministry registry to confirm the agency is registered.
  • Ask, in writing, for a full breakdown of what you owe.
  • Don't promise to pay or make a partial payment on an old debt before getting advice.
  • Decide whether you want contact routed only through a lawyer or paralegal.
  • Send any notice by a method you can prove (registered mail or email).
  • Save copies of everything you send and receive.
  • Use PLAIN to organize your call log and your next steps.

Common myths

MythReality
Debt collectors can call me anytime.No. They can only call 7 a.m. to 9 p.m. Monday to Saturday, Sundays just 1 p.m. to 5 p.m., and never on a public holiday.
They can call my boss and tell them I owe money.No. They can contact your employer only once, and only to confirm you work there — not to discuss your debt.
They can have me arrested for not paying.No. Debt is not a crime. Threatening you, or making false or intimidating statements, is illegal.
I can't make them stop contacting me.You can route all contact through your lawyer or paralegal in writing, or dispute the debt and ask that it go to court — then they can't keep contacting you directly.
After 2 years the debt is illegal and just disappears.Not quite. The 2-year limit can stop them from suing you, but the debt still exists — and making a payment or admitting it in writing before then can restart the clock.
They can tell my family and neighbours about my debt.No. They can only contact others to get your address or phone number — not to tell anyone you owe money.
They can add their own fees to what I owe.No. A collection agency can't add its own fees or commissions to your debt.
A "Draft Statement of Claim" means I'm being sued.Often it doesn't. Fake court-looking documents are a banned scare tactic. If you're unsure whether you've actually been sued, get advice.

Last reviewed June 2026

Written and reviewed by the founder of PLAIN, checked against primary government and legal sources. How we research these guides

Sources

PLAIN gives legal information, not legal advice. It is not a substitute for a lawyer or paralegal — and we'll point you to free ones. Laws change; we review these pages regularly, but always confirm current rules with a licensed professional.

Help me stop the calls

Free. No payment to start. We'll point you to free legal help too.