How Field Calls are used in the Debt Recovery Process

In the business of debt recovery, field calls are an often underutilised, but valuable tool in determining the recoverability of a debt.

In some cases, a field call is what is required to get the debtor engaged in the debt recovery process where previous contact may has been ignored. In other cases, a field call may serve to identify assets or the whereabouts of the debtor.

To get the most out of a field call, it is important to brief the agent properly and always provide as much information as you have, so that when the agent attends the address they can be effective at gathering the information you are seeking. For example, if you suspect the debtor has vacated the premises, or you are aware of assets that may be available in the recovery process, letting the field agent know this, usually delivers a better outcome.

A well conducted field call can also help the creditor to identify unknown assets, the way they live and whether or not they have the capacity to pay the outstanding debt.  In most states of Australia, field agents are required to be licensed, with their activities regulated by both state legislation and the ACCC and ASIC Debt Collection Guideline for Collectors and Creditors.  To view the Guideline Click Here

how field calls are used in the debt recovery process

The Guideline covers most aspects of debt recovery, and devotes an entire section to face-to-face contact with a debtor including hours and frequency of contact, preferred places of contact, harassment, privacy obligations and importantly, the collection and disclosure of personal information.  Importantly, the Guideline describes in detail what not to do and details best practice for both creditors and collectors alike.

There are many reasons for conducting a field call, below are just a few:

Appropriate face-to-face contact with a debtor also assists in determining the most appropriate debt recovery strategy, including whether or not to pursue legal action.

Each month, AMPAC and Shield conduct dozens of field calls for a range of reasons.  If in the course of acting for our client, we feel that a field call would be appropriate, we will speak with our client and provide our recommendation.  If the client then instructs us to proceed, we will manage the process on their behalf.  

For more information about field calls contact AMPAC at info@4ampac.com.au or call 1300 426 722

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