Appendix 7 Sample List of Appropriate Debt Collection Practices

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While Federal agencies are not subject to the Fair Debt Collection Practices Act

(FDCPA), the FDCPA provides valuable guidance on appropriate practices in

communicating with debtors and can be used as a source in developing an

agency’s guidelines. Most of the items on the following page are based on the

practices and prohibitions described in the FDCPA. Additional information 

about the FDCPA may be found at https://www.ftc.gov. 

Disclaimer: On the following page is a list of suggested debt collection practices.

Each agency should develop its own practices based on the type of debts being

collected and applicable laws. Nothing in this list creates any right or benefit,

substantive or procedural, enforceable at law by a party against the United States,

its agencies, its officers, or any person. 
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Sample List of Appropriate Debt Collection Practices

Do’s & Don’ts of Debt Collection

DO . . . X DO NOT . . .

 contact a debtor in person, by mail, telephone,

telegram, or fax in accordance with your agency’s debt

collection practices. It is acceptable to use e-mail in 

limited circumstances with the debtor’s consent. 

Consult with agency legal counsel on the appropriate 

use of e-mail and fax.

X contact the debtor at any unusual time or place,

or a time or place that you should knowis

inconvenient to the debtor. Generally, 8:00 a.m. to

9:00 p.m.(debtor’s time)is deemed to be convenient.

Knowyourtime zones!

 clearly identify who you are and that you are

attempting to collect a debt when contacting a debtor. 

Use of “desk names” is acceptable under certain 

conditions. Check with agency legal counsel before 

using desk names.

X contact the debtor directly if you know the

debtor isrepresented by an attorney. If the attorney

failsto respondtoyourcommunication,consultwith

agency legal counsel on howto proceed.

 keep an objective written record of all

communications with a debtor. Be aware that your 

written record (notes, e-mails, etc.) may be provided to 

the debtor upon request or may be subject to discovery 

in litigation.

X contactthe debtor at his or her place of

employmentif youthink thatthe debtor’s employer

does not allowsuch calls.

 be professional, courteous, firm and direct in

all communications. Talk straight. Avoid getting 

angry or emotionally involved. Be aware that some 

debtors may record your conversation.

Xthreatenoruseviolenceorothercriminalmeans

to harmthedebtororhisorherproperty. Donotuse

obscene or profane language.

 listen carefully to the debtor.

X continue to contact the debtor afterthe debtor

has requestedthat youstopfurther communicationor

the debtor hasstated in writing that he orshe refuses

to pay the debt. You may, however, tell the debtor

there will be no further contact or notify the debtor

about specific collection actionsto be taken.

 follow up telephone conversations with a written

communication, if possible.

Xdiscussthe debtor’s matter with anyone other

than the debtor unless otherwise authorized by the

debtorin writing. When leaving a message ortalking

to an answeringmachine,leaveyour name and

number only.

 respond promptly to a debtor’s inquiries.

Xcontinuouslycontactthedebtor, ringthe

telephone for harassment, orthreaten action that

cannot be legally taken oris not intended to be taken.

 direct debtors to mail checks to a Treasuryapproved lockbox. Debtors should be encouraged to 

use electronic funds transfer mechanisms, such as preauthorized debit.

Xacceptacheckthatispostdatedmorethan5

days orthreaten to deposit a postdated check early.