Collection House sets the compliance benchmark in ethical debt collection. Compliance with legal, regulatory and contractual requirements and ethical standards is essential for business growth. We, and our business partners, demand and expect mutual brand name and reputation protection through a strong culture of compliance.
Strong reputation for compliant and ethical collection practices
Our reputation can be evidenced in the calibre of our client base, who entrust us on a daily basis to act as an extension of their business – including major Australian and international financial institutions, companies, and all levels of government. It can also be evidenced in reports undertaken by external bodies – for example, the ACCC’s 2015 research showing Collection House had the lowest number of complaints in the industry with 0.05 complaints per collection staff;1 or the industry Ombudsman’s annual report into External Dispute Resolution complaints showing the Group had just under 40 complaints per 100,000 active accounts.2
Code of Conduct
We are committed to, and have incorporated, the ACCC and ASIC Debt collection guideline for collectors and creditors into our internal Code of Conduct. Adherence to this Code and our company's policies and procedures forms part of our employment contracts and key performance indicators for our people.
As of 16 March 2016, the Collection House Group adopted the Australian Collectors & Debt Buyers Association (ACDBA) Code of Practice. Click here to view the Code.
Oversight of all account actioning
Workflow-based actioning and account level reviews ensure consistency in service delivery, in addition to call recording and monitoring of call outcomes for compliance and training purposes.
Detailed dispute resolution processes
Collection House has detailed complaints and disputes resolution processes based on AS4369.
External dispute resolution
We provide our customers with independent external complaint and dispute resolution facilities, as a non-bank member of the Financial Ombudsman Service Limited and Credit and Investment Ombudsman disputes resolution schemes, delivering a free and impartial adjudication service of our business activities and conduct.
ISO 9001 Accreditation
Collection House is accredited under ISO 9001, the international standard for quality management systems in our Brisbane head office. Recertification is conducted annually with the quality management principles forming part of our culture and commitment to quality processes, continuous improvement and service delivery.
Collection House has been certified as PCI compliant as per an assessment against the PCI DSS Requirements and Security Assessment Procedures v3.2, conducted by an external PCI assessor. This means that within our merchant processing operations, cardholder data is not stored in any of our systems and that when a debtor pays using their payment card, the payment is processed using a PCI compliant payment gateway and IVR solution. Our certificate of compliance can be viewed here.
Risk management and compliance processes
The Group’s internal Risk Management and Compliance teams operate on a “three lines of defence” framework to align with APRA guidelines and ISO 31000.
In line with our commitment to open and transparent business practices, we encourage our business partners to regularly audit our collection operations and complaints handling processes.
Technology to support compliance
Our customised proprietary C5 system allows us to fully customise the collection system for our clients in an agile manner, ensuring contractual compliance and a high quality customer experience.
The C5 system, and our contact centre technology ‘Interactive Intelligence’, allows us to embed compliant processes as part of our employees’ daily activities, as well as providing superior monitoring capability.
Collection House has a dedicated financial hardship team who are experienced and skilled at dealing with customers in this challenging position. The Group allows its customers who are experiencing genuine financial difficulty the opportunity to vary or amend their contract so that they can continue to meet their credit obligations, in accordance with section 72 of the National Credit Code.
Collection House is also a founding supporter of the National Hardship Register, a voluntary register of vulnerable customers in long term and severe financial hardship.
Your personal information will be securely stored within the Collection House network in accordance with the Privacy Act 1988 and other applicable legislation. You may request a copy of your personal information that we hold on file at any time using the Personal Information Request form. You may contact the Resolutions Team on:
You are entitled to respectful and professional treatment by our staff. If you are not satisfied with our staff's conduct, please contact our Resolutions Team.
In circumstances where you remain dissatisfied with the complaint response provided by Collection House Group’s internal disputes resolution process, you are entitled to raise the complaint to a higher level within the management structure of Collection House Group, by contacting the Resolutions Team and asking for a review.
You are also entitled to lodge a complaint with the External Dispute Resolution (EDR) Scheme relevant to the subsidiary company to which your complaint relates:
Lion Finance Pty Ltd & ThinkMe
Collection House will endeavour to resolve all complaints in a manner fair to all parties and in accordance with the company's Complaints Procedure.
We treat any such complaints seriously, and will take whatever time is necessary to complete investigations into complaints and will keep you informed of their progress.