Firm on the debt. Respectful with people.
A hands-on approach needs clear boundaries. These standards guide how a debt recovery plan should be assessed and carried out.
Personal attendance is assessed from the outset
We consider field attendance when planning a matter. An early visit can be appropriate where the debtor requests or agrees to it, or where reasonable efforts through less intrusive channels have already failed and the visit is necessary and proportionate.
We do not promise automatic, unannounced first-contact visits. The ACCC’s guidance generally recommends unsolicited personal visits as a last resort. Privacy, vulnerability, prior communication, reasonable hours and access restrictions must be considered.
Respectful contact and privacy
Contact must have a reasonable purpose and be no more frequent than necessary. Visits do not permit trespass, intimidation, threats of force or disclosure of a debt to unrelated people. A collector must respect a refusal of entry and leave when required. A collector is not a sheriff or police officer.
Licensing and authority
NSW requires the relevant Commercial Agent licence for face-to-face collection activities and employers of field agents. Before engagement, the collecting entity, required licence details and authority to act should be confirmed in writing. This website does not display or claim a verified licence number.
Disputes and hardship
A genuine dispute must be assessed rather than treated as a reason to increase pressure. Relevant records should be reviewed, and collection activity may need to pause while the issue is clarified. Hardship and vulnerability require a considered response. Independent legal or financial advice may be appropriate.
Fees, scope and approval
Fees and attendance scope must be agreed before work starts. The field fee remains payable for the agreed work even when no recovery is made; commission applies only to recoveries. Extra services and any legal referral require separate approval. No outcome or recovery timeframe is guaranteed.
Concerns or complaints
Use the enquiry form to raise a concern, quoting your reference and requesting a complaint review. Keep the initial summary brief and omit debtor identifiers. If you owe money, the Moneysmart guide to dealing with debt collectors explains your rights and independent support options.
Official guidance
Let’s find your next step.
Tell us about your overdue account. We’ll assess the situation before any collection activity is authorised.
Request a debt review