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Media Centre Collection House joins the Financial Inclusion Action Plan program.

Collection House joins the Financial Inclusion Action Plan program.

FIAP Statement of Commitment | Collection House Group

A Message from Doug McAlpine | Chief Executive Officer, Collection House Limited

4th November 2021

I am delighted to announce that Collection House Limited (Collection House) has joined the Financial Inclusion Action Plan program (FIAP), led by Good Shepherd Australia New Zealand.

As one of Australia’s largest receivables management businesses, working on behalf of some of the most trusted brands across the globe, we are privileged to speak with and assist people who are often dealing with complex financial situations. We see firsthand the impact of financial exclusion on people including the risk of vulnerability, the barriers to access financial products and poor social, emotional and financial outcomes.

We consider ourselves a purpose-driven organisation focused on supporting our customers and being a socially aware contributor to our communities. Our experience, scale and influence provide a unique opportunity for us to have a greater, more meaningful social impact.

We have always been committed to supporting our customers and communities. In 2002, Collection House established a not-for-profit foundation as a commitment to building and delivering curriculums that educate young people to better understand money, financial products and equip them with the skills to manage their finances effectively. The important work of this foundation continues to have an impact on young people in schools today.

We know that financial exclusion is not solely driven by financial literacy and we recognise the important role Collection House can play in improving financial inclusion in Australia and abroad. As we commence developing our FIAP, we will build on our long-standing commitment to community through collaboration with other likeminded organisations – developing initiatives to form a strategic, purpose driven plan that will guide us toward a more financially inclusive society.

We are passionate about creating a better future for our people, customers, clients, and community. Our foundation FIAP will see us become more strategic in our execution of social impact initiatives and will be grounded in and guided by our values of Better Experience, Better Solutions and Better Connection.

Working with Good Shepherd Australia New Zealand and the FIAP Advisory Group to develop our Financial Inclusion Action Plan is an opportunity of which we are proud and excited for as we journey toward better supporting the communities in which we are privileged to operate within.

Good Shepherd Australia New Zealand CEO, Stella Avramopoulos, said, “We know that financial hardship and vulnerability can affect any of us, at any time.  In committing to develop a Financial Inclusion Action Plan, Collection House joins a growing group of organisations improving their responses to ensure financial hardship can be identified early, managed and alleviated.

The work that Collection House does every day will impact a significant number of people experiencing financial hardship, and we welcome them to the FIAP community as they endeavour to promote greater financial inclusion.”

Our Financial Inclusion Action Plan will be launched in 2022.


For more information please contact:

Ben Griffin | [email protected] | 07 3292 1000

Collection House Group is excited to announce it has partnered with not-for-profit debt negotiation organisation, Way Forward Debt Solutions (Way Forward), to assist customers experiencing financial hardship.

Way Forward is a registered charity providing free debt management services to assist people in financial diculty. It is an Australian Banking Association supported initiative, funded by donations from Australia’s four major banks and other credit providers.

(L to R David Berry – Way Forward, Doug McAlpine, Denica Saunders, Leigh Berkley, Ben Griffin – Collection House Group)

Collection House customers who have been identified as requiring additional support will now have the opportunity of accessing specialist assistance from Way Forward to address their debts, at no cost to them.

This important partnership, which is a first for the receivables management industry, complements Collection House’s existing extensive financial hardship assistance programs and strong relationships with Financial Counsellors.

To read more about this exciting partnership, please click here.

For information on how to access this service, please contact our Customer Assist Team on 1800 051 753.

An important update regarding Collection House implementing a comprehensive Business Continuity Plan in response to the Covid-19 virus outbreak.

Collection House is committed to our people, clients, customers and the wider community, which is why we have implemented a comprehensive Business Continuity Plan in response to the Covid-19 virus outbreak. This plan ensures Collection House is focussed on supporting our clients and customers during this unprecedented period of uncertainty.

Minimising disruption to our clients is a high priority for us, second only to the health and wellbeing of our people. We’re proud of the precautionary measures we’ve implemented throughout the crisis to date and are continually monitoring the situation to ensure we incorporate new guidance from Governments, peak Health Bodies and other stakeholder groups as it comes to light.

Collection House remains fully operational and our client work is continuing as normal and we are able to adjust our approach to match client requirements and alternative customer treatment paths. We will however be consistent in ensuring customer engagement remains based on an approach of empathy, care and high quality personal and digital engagement.

Collection House recognises the significant role it has to play in this difficult time across a wide range of stakeholder groups. If you have any feedback or suggestions around how we can provide greater levels of support please contact collectionhouse.com.au us on +61 7 3292 1000 or email at [email protected]

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