We have a strong reputation for compliant and ethical practices.
Collection House sets the compliance benchmark in ethical debt collection. Compliance with legal, regulatory and contractual requirements and ethical standards is essential. We, and our business partners, demand and expect mutual brand name and reputation protection through a strong culture of compliance.
Our compliance 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.
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.
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.
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 Australian Standard AS/NZS 10002:2014 Guidelines for complaint management in organizations. For more information, see the Resolutions Team
Detailed dispute resolution processes
Collection House has detailed complaints and disputes resolution processes based on Australian Standard AS/NZS 10002:2014 Guidelines for complaint management in organizations. For more information, see the Resolutions Team
Detailed dispute resolution processes
Collection House has detailed complaints and disputes resolution processes based on Australian Standard AS/NZS 10002:2014 Guidelines for complaint management in organizations. For more information, see the Resolutions Team
External dispute resolution
If you are dissatisfied with the outcome reached with our Customer Care team and your complaint relates to a regulated credit contract such as a banking and finance loan, you may raise your dispute with our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA), for a free and independent dispute resolution service.
If your complaint relates to unregulated credit contracts including telecommunications or utilities, please note that Credit Corp is a member of AFCA for privacy complaints only.
AFCA may be contacted by calling 1800 931 678, emailing [email protected] or visiting their website www.afca.org.au. Alternatively, you can write to AFCA at GPO Box 3, Melbourne, VIC, 3001.
While AFCA’s time limits may vary, in some circumstances, you may be limited to making a complaint to AFCA within two years of the date of our final response to your complaint. AFCA’s time limits can be found on their website.
External dispute resolution
If you are dissatisfied with the outcome reached with our Customer Care team and your complaint relates to a regulated credit contract such as a banking and finance loan, you may raise your dispute with our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA), for a free and independent dispute resolution service.
If your complaint relates to unregulated credit contracts including telecommunications or utilities, please note that Credit Corp is a member of AFCA for privacy complaints only.
AFCA may be contacted by calling 1800 931 678, emailing [email protected] or visiting their website www.afca.org.au. Alternatively, you can write to AFCA at GPO Box 3, Melbourne, VIC, 3001.
While AFCA’s time limits may vary, in some circumstances, you may be limited to making a complaint to AFCA within two years of the date of our final response to your complaint. AFCA’s time limits can be found on their website.
External dispute resolution
If you are dissatisfied with the outcome reached with our Customer Care team and your complaint relates to a regulated credit contract such as a banking and finance loan, you may raise your dispute with our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA), for a free and independent dispute resolution service.
If your complaint relates to unregulated credit contracts including telecommunications or utilities, please note that Credit Corp is a member of AFCA for privacy complaints only.
AFCA may be contacted by calling 1800 931 678, emailing [email protected] or visiting their website www.afca.org.au. Alternatively, you can write to AFCA at GPO Box 3, Melbourne, VIC, 3001.
While AFCA’s time limits may vary, in some circumstances, you may be limited to making a complaint to AFCA within two years of the date of our final response to your complaint. AFCA’s time limits can be found on their website.
ISO 9001 Accreditation
Collection House is part of the Credit Corp Group which is ISO 9001 (the international standard for quality management systems) certified in our Sydney head office.
ISO 9001 Accreditation
Collection House is part of the Credit Corp Group which is ISO 9001 (the international standard for quality management systems) certified in our Sydney head office.
ISO 9001 Accreditation
Collection House is part of the Credit Corp Group which is ISO 9001 (the international standard for quality management systems) certified in our Sydney head office.
PCI Compliant
Collection House complies with PCI/DSS Standards which 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.
PCI Compliant
Collection House complies with PCI/DSS Standards which 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.
PCI Compliant
Collection House complies with PCI/DSS Standards which 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.
Technology to support compliance
Our customised systems allow us to fully customise the collection system for our clients in an agile manner, ensuring contractual compliance and a high quality customer experience.
Our systems allow us to embed compliant processes as part of our employees’ daily activities, as well as providing superior monitoring capability.
Technology to support compliance
Our customised systems allow us to fully customise the collection system for our clients in an agile manner, ensuring contractual compliance and a high quality customer experience.
Our systems allow us to embed compliant processes as part of our employees’ daily activities, as well as providing superior monitoring capability.
Technology to support compliance
Our customised systems allow us to fully customise the collection system for our clients in an agile manner, ensuring contractual compliance and a high quality customer experience.
Our systems allow us to embed compliant processes as part of our employees’ daily activities, as well as providing superior monitoring capability.
Financial Hardship
All Collection House staff are trained to assist customers experiencing financial hardship. 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.
National Debt Helpline
If you are experiencing financial hardship, please contact our Customer Assist Team on 1800 051 753. You may also wish to visit the National Debt Helpline website (ndh.org.au), which has easy to use, step-by-step guides on how to tackle debts. You can also call the National Debt Helpline on 1800 007 007 to talk to a financial counsellor and get free, independent advice about your situation.
Financial Hardship
All Collection House staff are trained to assist customers experiencing financial hardship. 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.
National Debt Helpline
If you are experiencing financial hardship, please contact our Customer Assist Team on 1800 051 753. You may also wish to visit the National Debt Helpline website (ndh.org.au), which has easy to use, step-by-step guides on how to tackle debts. You can also call the National Debt Helpline on 1800 007 007 to talk to a financial counsellor and get free, independent advice about your situation.
Financial Hardship
All Collection House staff are trained to assist customers experiencing financial hardship. 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.
National Debt Helpline
If you are experiencing financial hardship, please contact our Customer Assist Team on 1800 051 753. You may also wish to visit the National Debt Helpline website (ndh.org.au), which has easy to use, step-by-step guides on how to tackle debts. You can also call the National Debt Helpline on 1800 007 007 to talk to a financial counsellor and get free, independent advice about your situation.
Privacy
Your personal information will be handled in accordance with our Privacy Policy.
Credit reporting bodies and your personal information
Credit reporting bodies are allowed under the Privacy Act and the Privacy Credit Reporting Code to handle personal information relating to credit.
Credit reporting bodies may include your personal information in reports that they provide to credit providers to assist those providers in assessing your credit worthiness (such as when you have applied for a loan from the provider).
Credit reporting bodies that Collection House deals with
Credit reporting bodies are allowed under the Privacy Act and the Privacy Credit Reporting Code to handle personal information relating to credit.
Credit reporting bodies may include your personal information in reports that they provide to credit providers to assist those providers in assessing your credit worthiness (such as when you have applied for a loan from the provider).
- Equifax – www.equifax.com.au
- Illion – www.illion.com.au
- Experian – www.experian.com.au
For contact details and information on how credit reporting bodies manage credit related personal information, please see their privacy policies available at the links above.
The Privacy Act and the Credit Reporting Code limit what we can do with the information we obtain from a credit reporting body. Generally, it can only be used in relation to the consumer credit products you hold through us. For example, if you fail to meet your payment obligations in relation to consumer credit, or commit a serious credit infringement, we may be entitled to disclose this to a credit reporting body.
Your rights and responsibilities
If you are not satisfied about something we’ve done, or perhaps haven’t done, we want to know about it. We treat every complaint seriously and aim to resolve your concerns as quickly as possible.
If, despite our best efforts, you are still unsatisfied, you are entitled to escalate your complaint by contacting Resolutions Team and asking for a review.
Step 1
Contact our Resolutions Team
If you have a complaint regarding Collection House or one of our subsidiaries, please contact our Resolutions Team.
Email: [email protected]
Phone: 1800 173 355 or +61 7 3017 3355 if outside Australia
Mail: Resolutions Team GPO Box 4475 Sydney, NSW, 2001 Australia
Step 2
Ask for an internal review
In most cases, complaints handled by our Resolutions Team are resolved without the need for further escalation. In circumstances where you remain dissatisfied with our internal dispute resolution process, you are entitled to escalate your complaint by contacting Resolutions Team and asking for a review.
Step 3
Seek an independent review
If, despite our best efforts, you are still unsatisfied, you are entitled to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: [email protected]
Phone: 1800 931 67
Our rights and responsibilities
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.