Your Rights
Know Your Rights as a Debtor in Canada.
CBS Canada is committed to treating every individual with dignity and respect. Understanding your rights is an important part of the collection process.
Receiving a call or letter from a collection agency can be stressful. We understand that. At CBS Canada, we believe that people deserve to be treated with respect regardless of their financial situation. The collection process is governed by strict provincial and federal legislation, and knowing your rights helps ensure that every interaction is fair, transparent, and lawful.
A Legitimate Agency Will:
- Identify themselves clearly by name, agency, and the creditor they represent
- Provide you with written notice of the debt within five days of first contact
- Treat you with courtesy and respect at all times
- Contact you only during permitted hours (7 a.m. to 9 p.m. in your local time zone, Monday to Saturday)
- Provide verification of the debt if you request it
- Stop contacting you at your workplace if you ask them to
- Offer reasonable payment arrangements when appropriate
- Respect your right to dispute the debt or request more information
A Legitimate Agency Will Never:
- Use threatening, intimidating, or abusive language
- Misrepresent the amount you owe or add unauthorized fees
- Contact you on Sundays or statutory holidays
- Contact your family, friends, or neighbours about your debt
- Threaten legal action they cannot or do not intend to take
- Continue contacting you at work after you have asked them to stop
- Demand payment for a debt you do not owe without providing verification
- Apply excessive pressure or use harassment of any kind
If You Have Been Contacted
Did You Receive a Letter or Call?
If you have received correspondence from CBS Canada, here is what you should know about your rights throughout the process:
You Have the Right to Verification
You can request written verification of the debt at any time. This includes the name of the original creditor, the amount owing, and any relevant account details. We are required to provide this information promptly.
You Have the Right to Respectful Communication
Every interaction must be conducted professionally. You should never feel threatened, harassed, or intimidated. If you do, you have the right to file a complaint with the relevant provincial authority.
You Have the Right to Reasonable Contact
Collection agencies may only contact you during permitted hours. In Ontario, this means between 7 a.m. and 9 p.m. local time, Monday through Saturday. No contact is permitted on Sundays or statutory holidays.
You Have the Right to Negotiate
You can discuss payment arrangements and negotiate terms that are manageable for your situation. A reputable agency will work with you to find a reasonable resolution.
You Have the Right to Dispute
If you believe the debt is not yours, or that the amount is incorrect, you have the right to dispute it. The agency must cease collection activity on the disputed portion until verification is provided.
Helpful Resources
Where to Get Help
The following organizations can provide additional information about your rights, consumer protection, and credit counselling services in Canada.
Consumer Protection Ontario
Ontario's consumer protection office can answer questions about collection agency practices and accept complaints.
1-800-889-9768Canadian Anti-Fraud Centre
If you suspect fraud or believe you are being contacted by someone impersonating a collection agency.
1-888-495-8501Office of the Privacy Commissioner
If you have concerns about how your personal information is being collected, used, or disclosed by a collection agency.
priv.gc.caCredit Canada
A non-profit credit counselling agency that offers free consultations and can help you develop a plan to manage your debt.
1-800-267-2272Have a Question About Your Account?
If you have received a letter or call from CBS Canada and have questions, we are here to help. Contact us by phone during business hours.