Account Support
Information and Support About an Account
If ICAG has contacted you regarding an account, this page explains how to respond, provide information, discuss payment options, raise a concern or access additional support. Early communication can help clarify the account, identify relevant information and determine the appropriate next step.
Have you received correspondence from ICAG?
Use our secure response form if you:
- Have already made a payment
- Need to discuss payment options
- Accept part of the amount but question another part
- Believe the account or amount is incorrect
- Do not recognise the account
- Believe the account belongs to someone else
- Need to provide other relevant information
Clear and complete information helps ICAG understand your position, review relevant documents and determine the appropriate next step.
Respond or provide informationYou will need the ICAG reference shown in your correspondence. Allow approximately 5–10 minutes and have any relevant supporting documents available.
Verifying ICAG's Contact
- When contacting ICAG, quote the ICAG reference shown in the correspondence.
- Before discussing personal or account information, ICAG may ask questions to verify your identity or authority.
- Only use contact and payment information published on the official ICAG website or contained in verified ICAG correspondence.
- Do not send sensitive personal information until you have confirmed that you are communicating through an authorised ICAG channel.
Payment Options
Payment options depend on the account, the creditor's instructions and any authority provided to ICAG.
Available options may include:
- Payment in full
- An authorised payment arrangement
- Referral of a payment proposal to the creditor
- Clarification or correction of account information
- Review of relevant supporting documents
ICAG does not currently accept payments directly through this website.
If you have received correspondence from ICAG, quote your ICAG reference when contacting us.
Do not make payment using bank details, links or instructions that differ from verified ICAG correspondence without first confirming them directly with ICAG.
A proposed payment arrangement or settlement is not accepted until it has been confirmed in writing by ICAG or the creditor, as applicable.
Payment Arrangements
If you are unable to pay the full amount immediately, please contact ICAG to discuss your circumstances.
ICAG may be able to discuss a payment arrangement or refer a proposal to the creditor for consideration.
Please contact ICAG promptly if your circumstances change or you believe you may miss an agreed payment.
Financial Hardship and Vulnerability
If illness, unemployment, family violence, disability, bereavement or another circumstance is affecting your ability to manage the account, please let us know.
ICAG will consider the information provided and, where appropriate, refer the circumstances or a proposed arrangement to the creditor for instructions.
Providing hardship information does not guarantee a particular outcome, but early communication may allow more options to be considered.
Questions or Concerns About an Account
If you believe an account or amount is incorrect, incomplete, already paid, not recognised or requires further explanation, please provide the relevant information to ICAG as soon as possible.
ICAG will review the information available and, where required, refer relevant information to the creditor for verification or further instructions.
Providing information does not automatically mean that the account will be withdrawn, reduced or placed on hold. You will be advised of the next step after the available information has been reviewed.
Respond or provide informationAuthorised Representatives
You may ask an authorised representative to communicate with ICAG on your behalf.
ICAG may request written authority before discussing personal or account information with a representative.
Independent Support
These services are independent of ICAG. ICAG does not control and is not responsible for external services or advice.
Complaints
ICAG is committed to professional, respectful and responsible communication.
If you are dissatisfied with ICAG's conduct or handling of an account, you may submit a complaint by email.
Email: [email protected]
Example: Complaint – ICAG-2026-00001
Please include:
- Your full name
- Your ICAG reference
- Your preferred contact details
- A clear description of your concern
- Relevant dates and communications
- Any documents you would like ICAG to consider
- The outcome you are seeking
ICAG will acknowledge your complaint, review the circumstances and respond as soon as reasonably practicable. If additional time or information is required, ICAG will provide an update.
Making a complaint will not affect your right to raise a question about the account, seek independent advice or communicate through an authorised representative.
Depending on the nature of the account and complaint, you may also have the right to contact an applicable regulator.
Do not send complete identity documents, passwords, banking credentials, medical records or unrelated sensitive information by ordinary email.
Contact ICAG
When contacting us about an account, please include:
- Your full legal name
- Your ICAG reference
- Your preferred contact details
- A brief description of the reason for your enquiry
Before discussing personal or account information, ICAG may ask questions to verify your identity or authority.
Do not send complete identity documents, passwords, banking credentials, medical records or unrelated sensitive personal information by ordinary email.