Case managed debt recovery 107-20112320

Debt staff in the SRT and TRT case manage customers:

• with high value debts to ensure they equitably repay their debts
• to:
• negotiate repayment arrangements using intelligence data
• understand a customer's real financial position and capacity to repay debts

Where customers fail or refuse to make an acceptable arrangement, case managers consider other recovery methods such as:

• cash arrangements
• withholdings
• wage garnishee
• bank garnishee
• proceeds of crime garnishee
• civil litigation, and
• Departure Prohibition Order (DPO)

Customers managed by SRT and TRT:

• have a Display on Access (DOA) DOC
• may have Civil Action debt status if under legal action

Staff not in SRT or TRT must refer these customers to the relevant case manager or team as per the DOA DOC.

Flexible debt repayment options are available to customers when a new disaster event occurs. As part of this service, customers are sent an SMS to be made aware of these options available to them. However, there will be instances where customers are undergoing debt recovery action that is not in scope for disaster pauses.

To remove these customers from the auto-SMS service offer for situational hardship:

• navigate to the Debt Attributes (OPDAT) screen
• add the attribute XCSHSMS > [Enter]