Case managed debt recovery 107-20112320

Debt Staff in the Specialised Recovery Team (SRT):

• case manage customers with high value debts to ensure they equitably repay their debts
• case manage customers 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 (Taskforce Recovery and Specialised Recovery Team's only)
• wage garnishee
• bank garnishee
• proceeds of crime garnishee, and
• civil litigation

Customers managed by an SRT team have a:

• Civil-Action debt status, and
• Display on Access (DOA) DOC

Staff not in a Specialised Recovery Team must refer these customers to the Specialised Recovery Team for intensive collection.

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]