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Reimagine how debt is done. Better.

We are committed to taking a partnership approach with each and every one of our clients. Coupled with our ethical collection process, this ensures brand protection at all stages of the collection journey.

Industries we partner with

Health and Education
Banking, Finance, Insurance, BNPL
Commercial, Retail, B2B and Small Business
Local, State and Federal Government
Utilities and Telco

Services we offer

Receivables & arrangement book management

Organisations can choose to engage us as a full receivables management strategic outsource partner.

Business process outsourcing

Our focus is helping clients achieve their business and customer goals and providing a seamless customer experience.

Hardship management

Our hardship management strategies recognise that financial hardship is not a choice and allow us to work constructively with customers.

Learning and development

Our learning solutions aim to help develop talent, build skills, knowledge and capability and support growth.

Quality compliance and evaluation

Compliance with legal, regulatory and contractual requirements and ethical standards is essential for business growth.

Our partnership approach

Compliance and governance

In over 25 years of operation Collection House has been built upon a firm foundation and recognises the importance of good governance and clear understanding and focus upon risks across all business activities. An important component of Collection House’s Framework is risk assurance as it provides feedback to Management that quality processes and controls are in place to manage risk and are effective.

Effective risk management involves the ‘three lines of defence’ assurance model (Model) to provide reasonable assurance Collection House’s risk and compliance issues are identified, managed appropriately, and escalated in line with the Company’s corporate governance model and practices.

Compliance and governance

In over 25 years of operation Collection House has been built upon a firm foundation and recognises the importance of good governance and clear understanding and focus upon risks across all business activities. An important component of Collection House’s Framework is risk assurance as it provides feedback to Management that quality processes and controls are in place to manage risk and are effective.

Effective risk management involves the ‘three lines of defence’ assurance model (Model) to provide reasonable assurance Collection House’s risk and compliance issues are identified, managed appropriately, and escalated in line with the Company’s corporate governance model and practices.

Pricing models

Collection House develops pricing proposals which offer the best value to you. We approach pricing structures with the objective of transparency, efficiency, effectiveness and accountability. Talk to us to see how we can tailor a model to your needs.

Pricing models

Collection House develops pricing proposals which offer the best value to you. We approach pricing structures with the objective of transparency, efficiency, effectiveness and accountability. Talk to us to see how we can tailor a model to your needs.

Client results

We are considered a market leader by our clients, regulators and consumer advocates.

Ready to talk? Reach out to our sales team

Brandon Erasmus
Nationwide

Rei Lagrimas
Philippines

Jason Dowling
Victoria

Lance Crooks
New Zealand

Together, we achieve extraordinary outcomes.

If you’d like to find out more about partnering with us, please contact us.

Australia
+61 7 3017 3889

New Zealand
+61 7 3017 3889

“BOQ have partnered with Collection House since 2011 to manage the front-end collection work for BOQ’s Retail personal loans and mortgaged products. The staff who manage our portfolio know our products and remain in the same team so that consistency is provided across all streams of work. The management team are also friendly and professional and we’ve developed strong relationships with both Denica and Brandon who manage our portfolios.”

Chrissy Lawson
Head of Collections & Recoveries
BOQ

“Suncorp has been working with Collection House (CLH) for the primary purpose of contingent collections for more than 5 years now. CLH have been part of our panel of debt recovery suppliers in this period, where their operational and financial performance have been excellent on the overall. Being a major player in the debt recovery business in Australia, CLH has access to highly invaluable insights within the industry. They have not hesitated to share any knowledge and/or IP to support the agenda of Suncorp’s continuous improvement program.”

Daniel Dearsley
Executive Manager
Suncorp

“Council engaged Collection House in 2017 as our rate arrears were gradually climbing. Our arrears have more than halved since that time. This outcome is the result of the support we have received from the Collection House team and their professionalism in dealing with our ratepayers. One of the most pleasing outcomes is that ratepayers who have been in arrears for many years are now either fully paid up or in advance on their rates – so it has not only been a good result for Council but also for the ratepayers who should find the rates more manageable now they are on track.”

Kim Olsen
Manager Financial & Administrative Services
Burdekin Shire Council

“BOQ have partnered with Collection House since 2011 to manage the front-end collection work for BOQ’s Retail personal loans and mortgaged products. The staff who manage our portfolio know our products and remain in the same team so that consistency is provided across all streams of work. The management team are also friendly and professional and we’ve developed strong relationships with both Denica and Brandon who manage our portfolios.”

Chrissy Lawson
Head of Collections & Recoveries
BOQ

“Suncorp has been working with Collection House (CLH) for the primary purpose of contingent collections for more than 5 years now. CLH have been part of our panel of debt recovery suppliers in this period, where their operational and financial performance have been excellent on the overall. Being a major player in the debt recovery business in Australia, CLH has access to highly invaluable insights within the industry. They have not hesitated to share any knowledge and/or IP to support the agenda of Suncorp’s continuous improvement program.”

Daniel Dearsley
Executive Manager
Suncorp

“Council engaged Collection House in 2017 as our rate arrears were gradually climbing. Our arrears have more than halved since that time. This outcome is the result of the support we have received from the Collection House team and their professionalism in dealing with our ratepayers. One of the most pleasing outcomes is that ratepayers who have been in arrears for many years are now either fully paid up or in advance on their rates – so it has not only been a good result for Council but also for the ratepayers who should find the rates more manageable now they are on track.”

Kim Olsen
Manager Financial & Administrative Services
Burdekin Shire Council

FAQs

What differentiates you from other providers?

We consider ourselves a purpose-driven organisation with a renewed focus on being a socially aware contributor both operationally and culturally within financial services.

By helping individuals and businesses improve their financial position, we’re passionate about creating a better future for customers, clients and ultimately, the industry. This is represented in our organisational purpose and intent.

What differentiates you from other providers?

We consider ourselves a purpose-driven organisation with a renewed focus on being a socially aware contributor both operationally and culturally within financial services.

By helping individuals and businesses improve their financial position, we’re passionate about creating a better future for customers, clients and ultimately, the industry. This is represented in our organisational purpose and intent.

What is your price structure?

In developing a proposal which offers the best value to you, we approach the pricing structure with the objective of transparency, efficiency, effectiveness and accountability. For a pricing proposal tailored to your product and business requirements please contact our sales team to discuss

What is your price structure?

In developing a proposal which offers the best value to you, we approach the pricing structure with the objective of transparency, efficiency, effectiveness and accountability. For a pricing proposal tailored to your product and business requirements please contact our sales team to discuss

If we decide to partner, when can we go live?

Collection House understands that every project is uniquely tailored to the client’s needs and requirements. We utilise the attached Client Implementation Plan and add or subtract based on Service Levels and other programming/coding requirements that arise through the project scoping to ensure all capabilities are implemented for our Go Live. Once all requirements have been received and confirmed a go live time frame/date will be advised.

If we decide to partner, when can we go live?

Collection House understands that every project is uniquely tailored to the client’s needs and requirements. We utilise the attached Client Implementation Plan and add or subtract based on Service Levels and other programming/coding requirements that arise through the project scoping to ensure all capabilities are implemented for our Go Live. Once all requirements have been received and confirmed a go live time frame/date will be advised.

How do you ensure data security?

Technology is updated regularly to meet IT security needs, with threats continuously monitored to ensure the security of our data. Collection House has comprehensive IT security measures in place to protect unauthorised access to data. These standards are aligned to the security requirements of Australia’s leading banks, corporates and Federal Government agencies where data protection is paramount, providing our clients with comfort that their data is in safe hands.

How do you ensure data security?

Technology is updated regularly to meet IT security needs, with threats continuously monitored to ensure the security of our data. Collection House has comprehensive IT security measures in place to protect unauthorised access to data. These standards are aligned to the security requirements of Australia’s leading banks, corporates and Federal Government agencies where data protection is paramount, providing our clients with comfort that their data is in safe hands.

How do you ensure regulatory compliance?

Effective risk management involves the ‘three lines of defence’ assurance model (Model) to provide reasonable assurance Collection House’s risk and compliance issues are identified, managed appropriately, and escalated in line with the Company’s corporate governance model and practices.

Quarterly review and refresh of the Company’s

  • Obligations (legislative compliance) Register
  • Contracts Register and client contractual requirements.
  • Implementation of compliance audit program.

Quarterly contract compliance review

  • Policy governance and review framework.
  • Corporate governance.
How do you ensure regulatory compliance?

Effective risk management involves the ‘three lines of defence’ assurance model (Model) to provide reasonable assurance Collection House’s risk and compliance issues are identified, managed appropriately, and escalated in line with the Company’s corporate governance model and practices.

Quarterly review and refresh of the Company’s

  • Obligations (legislative compliance) Register
  • Contracts Register and client contractual requirements.
  • Implementation of compliance audit program.

Quarterly contract compliance review

  • Policy governance and review framework.
  • Corporate governance.
How do you select the applicants and what is covered in your training and onboarding?

Collection House’s Registered Training Organisation, Collective Learning and Development, delivers exceptional training for new clients and works with them to provide individualised training and support to staff.

As part of any on board, requirements are carefully considered to ensure the efficient transition of accounts to Collection House.

If successful, Collection House would work with you to understand requirements, inducing:

  • System and data architecture
  • Information security requirements, including penetration testing
  • Data definitions

To ensure a timely integration and minimise any risks of delayed implementation.

How do you select the applicants and what is covered in your training and onboarding?

Collection House’s Registered Training Organisation, Collective Learning and Development, delivers exceptional training for new clients and works with them to provide individualised training and support to staff.

As part of any on board, requirements are carefully considered to ensure the efficient transition of accounts to Collection House.

If successful, Collection House would work with you to understand requirements, inducing:

  • System and data architecture
  • Information security requirements, including penetration testing
  • Data definitions

To ensure a timely integration and minimise any risks of delayed implementation.

What does the BAU operating rhythm look like?
  • Daily performance reporting on all key performance indicators of financial and operational performance (activities performed, detailed campaign outcome reporting and financial performance).
  • Daily call monitoring and coaching to continually improve the quality of conversations.
  • Weekly internal operational performance meetings, and as per scheduled client requirements.
  • Management oversight and accountability of performance delivery.
  • Monthly operational meetings with clients including operational performance dashboards for full visibility of services performed.
  • Quarterly strategy meetings with clients for collaboration, insights and continual improvement opportunities.
What does the BAU operating rhythm look like?
  • Daily performance reporting on all key performance indicators of financial and operational performance (activities performed, detailed campaign outcome reporting and financial performance).
  • Daily call monitoring and coaching to continually improve the quality of conversations.
  • Weekly internal operational performance meetings, and as per scheduled client requirements.
  • Management oversight and accountability of performance delivery.
  • Monthly operational meetings with clients including operational performance dashboards for full visibility of services performed.
  • Quarterly strategy meetings with clients for collaboration, insights and continual improvement opportunities.
What is your complaints process?

If you have a concern, you may wish to raise it with the Customer Service Officer that you have been dealing with. You may also ask to speak with the Customer Service Officer’s team leader or manager at any time.

If your concern is still not resolved, you can contact our internal Resolutions Team.

If you remain dissatisfied with the outcome, you can ask for your matter to be reviewed by a more senior member of our Resolutions Team.

You may also contact our free and independent External Dispute Resolution scheme, the Australian Financial Complaints Authority (AFCA) at anytime.

Read more about our complaints process and how to make a complaint here.

What is your complaints process?

If you have a concern, you may wish to raise it with the Customer Service Officer that you have been dealing with. You may also ask to speak with the Customer Service Officer’s team leader or manager at any time.

If your concern is still not resolved, you can contact our internal Resolutions Team.

If you remain dissatisfied with the outcome, you can ask for your matter to be reviewed by a more senior member of our Resolutions Team.

You may also contact our free and independent External Dispute Resolution scheme, the Australian Financial Complaints Authority (AFCA) at anytime.

Read more about our complaints process and how to make a complaint here.

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