Questions, answered plainly

For most collection matters we work on a commission basis: a percentage of what is actually recovered, agreed with you before we start. Some services such as letters of demand and legal preparation are quoted as fixed fees. There are no hidden charges and nothing is billed without your prior agreement.

Payments are receipted against the account and remitted to you on an agreed cycle with a statement that shows every receipt, our commission and the net amount.

Our approach is firm on the money and professional in tone. We are clear with debtors that paying resolves the matter, and many creditors continue to trade with the same customer afterwards.

Our contact practices are based on the ACCC and ASIC Debt collection guideline for collectors and creditors, the Australian Consumer Law and the Privacy Act, including rules on contact hours, frequency, privacy and hardship.

Once we have your documents and signed instructions and have completed our checks, we aim to contact the debtor promptly. We will tell you the expected timing when we accept the account.

Yes. We report regularly on every account: letters sent, calls made, promises and payments. Online client access is being prepared and will be offered once it is ready.

We work from the details on your file, information the debtor provides and public registers to confirm current contact details before recovery continues. Tell us what you know and we will advise on next steps.

Yes. We are based in Melbourne and recover debts across every state and territory, coordinating with local legal practitioners when court action is required.

A business you have an account with has asked us to help resolve an outstanding balance. We will tell you who the creditor is, how much is owed and what it relates to, and give you a reference number.

Tell us. Collection activity on the disputed amount pauses while we obtain the creditor's evidence and respond to you in writing.

We can usually arrange a payment plan. If you are experiencing financial hardship, ask about a hardship assessment; we will treat your circumstances confidentially and fairly.

By letter, phone, SMS or email, within the contact hours and frequency limits set by the ACCC/ASIC Debt collection guideline. You can ask us to use a preferred method.

Infexcel Recoveries does not list debts with credit reporting bodies. For questions about your credit file, contact the credit reporting body directly.

Yes. The National Debt Helpline (1800 007 007) offers free, independent financial counselling. You can also contact a community legal centre.