At Marshall Freeman Collections we act on behalf of businesses across Australia and New Zealand to recover outstanding accounts from both individuals and businesses, while maintaining professional standards in the way we communicate, manage disputes and administer collection activity.
As part of our commitment to strengthening compliance, MFC has invested in dedicated governance and compliance oversight, including the appointment of a Head of Governance and Compliance.
This role provides focused oversight of MFC's compliance framework, supports the ongoing review of policies and procedures, and helps ensure compliance remains embedded in the way we operate.
MFC requires appropriate information to support accounts referred for collection. Depending on the nature of the account, this may include invoices, contracts, account statements or other records relevant to the amount claimed.
Where additional information is required to properly respond to a dispute or enquiry, MFC may request further information or supporting documentation from the client.
Where appropriate, collection activity may be placed on hold while that information is obtained and the matter is reviewed.
These processes assist MFC to appropriately assess and respond to disputes and requests for information.
Individuals and businesses may raise questions or disputes regarding an account for a variety of reasons.
MFC has processes for recording, reviewing and escalating disputes and requests for information. Depending on the circumstances, collection activity may be placed on hold while the matter is investigated or supporting information is obtained from the client.
Our objective is to ensure disputes are appropriately considered while assisting our clients with the recovery of legitimate outstanding accounts.
We recognise that some individuals may be experiencing financial hardship or other circumstances that affect their ability to engage with the collection process.
Our staff receive training to assist them in identifying potential indicators of hardship or vulnerability and escalating matters where additional consideration or support may be required.
Depending on the circumstances, this may include discussing payment arrangements, allowing additional time for information to be provided or reviewing collection activity having regard to the individual's circumstances.
Effective debt collection requires cooperation between MFC and the businesses we represent.
We work with clients to obtain relevant information when accounts are referred and when questions or disputes subsequently arise.
This may include obtaining supporting documentation, requesting further information and obtaining client instructions where particular recovery activity requires authorisation.
These processes assist MFC to pursue outstanding accounts while ensuring matters can be appropriately reviewed where questions or disputes arise.
Debt collection requirements, customer expectations and regulatory guidance continue to evolve.
MFC continues to review and develop its policies, procedures, training and systems with the objective of improving its collection practices and strengthening its compliance framework.