Individuals and households
Consumer debt collection that protects your brand
Collecting from individuals is different from collecting from companies. People fall behind for reasons that are often temporary, and how they are treated reflects directly on your business. We combine clear communication, realistic arrangements and genuine hardship handling so that balances are recovered without complaints.
Who this is for
- Real estate agencies and landlords with rental arrears
- Utilities, telcos and subscription services
- Education providers, gyms, clinics and clubs with unpaid fees
- Lenders and retailers with small consumer balances
How it works
- 01
Verify and prepare
We confirm the amount, the account history and that the person we are contacting is the right one.
- 02
Contact respectfully
Letters, calls, SMS and email within permitted hours and frequencies, with clear information about the debt and how to resolve it.
- 03
Arrange and support
Payment in full, instalment plans, or a hardship assessment where circumstances call for it.
- 04
Report back
You see the outcome of every contact and can approve settlements or plans when they fall outside your rules.
What you get
Hardship handled properly
Clear processes for financial hardship, disputes and vulnerable customers, so your obligations are met.
Fewer complaints
Scripts and contact limits based on the ACCC/ASIC guideline help reduce the risk of complaints and reputational damage.
Easy to resolve
Debtors can call us to discuss payment options, including arrangements.
Consumer debt collection: common questions
Do you charge the debtor fees?
Only where your contract with the customer allows it and the law permits. We will not add charges that are not recoverable.
What if the person disputes the debt?
Collection activity on the disputed amount pauses while we gather your evidence and respond. Disputes are documented on the account.
Can you report the debt to a credit bureau?
Credit default listing is not part of our current service. If a listing is ever appropriate it is subject to strict legal requirements, notice periods and minimum amounts, and we would explain these before any step is taken.