fpc debt collection services Debt collection is a legitimate and necessary business activity where creditors and collectors are able to take reasonable steps to secure payment from business or consumers who are legally bound to pay or to repay money they owe. It is important that any organisation involved in recovering debt is aware of their legal obligations. You should treat debtors and third parties fairly and with respect and courtesy. You should never harass or coerce them, treat them unconscionably or mislead them as to the nature of their debt, their legal obligations or any possible outcomes if the debt is not paid. You should also not pursue a person for a debt unless you have reasonable grounds for believing the person is liable for the debt. Communications with the debtor must always be for a reasonable purpose, and should only occur to the extent necessary. It may be necessary and reasonable for you to contact a debtor to: give information about the debtorÕs account, convey a demand for payment, accurately explain the consequences of non-payment, including any legal remedies available to the collector/creditor, and any service restrictions that may apply in the case of utilities . With debt collections you can make arrangements for repayment of a debt, put a settlement proposal or alternative payment arrangement to the debtor, review existing arrangements after an agreed period, ascertain why earlier attempts to contact the debtor have not been responded to within a reasonable period, if this is the case, ascertain why an agreed repayment arrangement has not been complied with, if this is the case, investigate whether the debtor has changed their residential location without informing you, when there are grounds for believing this has occurred, sight, inspect or recover a security interest, However, it is not reasonable or acceptable to contact a debtor to: frighten or intimidate the debtor, demoralise, or exhaust the debtor, embarrass the debtor in front of other people, or for other similar purposes. Practical guidance for collectors and creditors in the areas listed below, With debt collections contact for a reasonable purpose only (this section appears above) Making contact with the debtor Hours of contact Frequency of contact (including contact face-to-face with debtors, contact with third parties, and an explanation of undue harassment) Location of contact Face-to-face contact (including at the debtorÕs home or workplace) Privacy obligations to the debtor and third parties (including the collection, disclosure and handling of the debtorÕs personal information, the privacy rights of third parties and obligations regarding consumer credit reports) When a debtor is represented Record keeping (including recording debt settlements) fpc debt collection services Providing information and documents Consistent and appropriate correspondence If liability is disputed (including situations where liability is formally disputed) Repayment negotiations Contact when a payment arrangement is in place Contact following bankruptcy or a Bankruptcy Act agreement Conduct towards the debtor (generally) Debtors at a special disadvantage (including non-English speaking debtors) Conduct towards family members and other third parties (including communication with the debtorÕs child) Representations about the consequences of non-payment (including credit reporting) Representations about the legal status of a debt (including statute-barred debt) Legal action and procedures Resolving debtor complaints and disputes The role of independent external dispute resolution schemes fpc debt collection services