When facing financial difficulties, constant phone calls or letters from creditors can quickly become overwhelming. Many Canadians don’t realize that debt collectors must follow strict rules about how and when they contact you.

Knowing your rights as a debtor can protect you from harassment, restore your peace of mind, and help you regain control of your financial situation.

In this article, we’ll explain your legal protections under British Columbia’s Business Practices and Consumer Protection Act (BPCPA), what creditors can and cannot do, and how a

Licensed Insolvency Trustee (LIT) can help you stop collection calls and explore real debt relief solutions.

What Creditors Can and Cannot Do

Creditors and collection agencies must follow particular contact rules in British Columbia.

Acceptable Contact Practices

Creditors are only permitted to contact you:

• Monday to Saturday: between 7 a.m. and 9 p.m.
• Sunday: between 1 p.m. and 5 p.m.
• Never on statutory holidays

They can contact each other by phone, mail, email, or text, but each communication must follow these time restrictions.

Prohibited Behaviour by Creditors

The following actions are not allowed under the Business Practices and Consumer Protection Act:

• Using threatening, intimidating, or profane language
• Publishing or threatening to publish your failure to pay
• Contacting your employer, family, or friends to discuss your debt (except to obtain your contact information)
• Misrepresenting who they are or making false threats, such as pretending legal action is underway when it is not.
• Continuing to contact you after you’ve requested written communication only

You can file a formal complaint if a creditor or collection agent engages in any of these behaviours.

How Often Creditors May Contact You

In BC, debt collectors cannot contact you excessively. If you’ve spoken with a collector and explained your situation, repeated calls may be considered harassment. You can also ask them to communicate only in writing — and once that request is in writing, they must comply.

How Creditors Must Identify Themselves

When a collection agency contacts you, they must clearly state:

• Their name
• The company they represent
• The amount owed
• The original creditor’s name

You have the right to ask for this information in writing before continuing any discussion about repayment.

Your Legal Protections Under the Business Practices and Consumer Protection Act (BPCPA)

Overview of the Act

The BPCPA is a provincial law designed to ensure fair business and collection practices in British Columbia. It governs how debt collectors, creditors, and businesses interact with consumers — ensuring honesty, transparency, and respect.

Key Rights for Consumers

Under this Act, you have several necessary rights:

• Right to fair treatment: You must always be treated with respect.
• Right to privacy: Your personal and financial information cannot be shared publicly.
• Right to verify debts: You can request written proof that the debt is valid and owed by you.
• Right to written communication: You can demand that all future contact be made in writing only.

Filing a Complaint

If you believe a creditor or collection agency has violated your rights, you can report them to:

• Consumer Protection BC (for provincial debt collection violations)
• Financial Consumer Agency of Canada (FCAC) (for federally regulated institutions)

To support your complaint, provide as much documentation as possible — including call logs, messages, and copies of correspondence.

How to Respond If A Creditor is Harassing You

Document Every Interaction

Keep a written record of every phone call, voicemail, text, or email from a creditor. Note the date, time, and content of each contact. This documentation can be critical if you need to file a complaint or prove harassment later.

Send a Written Request to Stop Contact

You can formally ask a creditor to communicate only in writing. Once your written request is received, they must stop calling you directly.

However, note that this does not eliminate your debt — it simply changes how communication occurs.

Contact a Licensed Insolvency Trustee

If calls and letters continue despite your requests, or if you simply can’t manage the stress, an LIT can deal with creditors directly.

Once you file a Consumer Proposal or Bankruptcy, a legal protection known as a “stay of proceedings” takes effect — meaning all collection activity, wage garnishments, and legal actions must stop immediately.

When Legal Action May Be Needed

If a creditor continues harassing you after you’ve filed a complaint or begun a formal insolvency proceeding, you may wish to contact a lawyer. Legal professionals can enforce your rights and ensure the creditor faces appropriate penalties for their conduct.

How a Licensed Insolvency Trustee Can Help

A Licensed Insolvency Trustee offers protection and clarity when you've exhausted other options. They are the only professionals in Canada legally authorized to administer bankruptcies and consumer proposals.

Stop Collection Calls and Legal Action

As soon as you file with an LIT, all creditor communication must cease — immediately. The stay of proceedings ensures you have space to breathe, assess your finances, and make informed decisions about repayment.

Explore All Debt Relief Options

An LIT will review your complete financial picture and explain your choices, which may include:

• Consumer Proposal – a legally binding settlement allowing you to repay part of your debt while keeping your assets
• Personal Bankruptcy – full discharge of unsecured debts, often as a last resort
• Debt Consolidation or Budgeting Support – if your situation is manageable without a formal filing

Each option impacts your credit and assets differently, and a trustee can help you determine which route is best.

Free Consultation and Confidential Support

At Crowe MacKay & Company, we understand that debt can feel isolating — but you’re never alone. We offer free, confidential consultations to help you understand your rights, stop collection harassment, and rebuild your financial confidence.

Additional Resources

If you’d like to learn more about your protections and debt relief options, here are some helpful links:

• Business Practices and Consumer Protection Act (BPCPA) — Read the whole act here
• Consumer Protection BC – File a Complaint — consumerprotectionbc.ca
• Financial Consumer Agency of Canada (FCAC) — canada.ca/fcac

Require Assistance?

Crowe MacKay & Company has been helping individuals and families in B.C. for over 50 years.

Our experienced Licensed Insolvency Trustees provide free initial consultations to help you understand your rights, explore your debt relief options, and regain financial control.

Contact us today to take the first step toward peace of mind and a debt-free future.