Interactive · the lifecycle, stage by stage
One file. Five stages.
Pick your industry, then click Next stage to walk through how we'd handle a file from the day it lands to the day it closes.
Your industry
Start here
A new file lands with us.
STAGE 01
Pre-due · before the due date
A friendly nudge before a payment is even late.
How we do it
How we do it
- SMSShort, polite reminder 2–3 days before due date.
- EMAILBalance summary + one-click pay link.
- TONEService tone, not collections tone. Branded to you if you want it.
Compliance
Compliance posture
- CONSENTOnly to customers who've opted into reminders.
- DNCDo-not-contact list checked on every send.
- LOGEvery message timestamped, archived, exportable.
Behind the scenes
Behind the scenes
- DATANightly data hygiene, mobiles scrubbed, emails validated, bounces quarantined.
- ROUTEChannel chosen per customer from past engagement, SMS, email, or both.
- CAPSend-window rules stop messages landing outside business hours.
- DASHEvery send is visible in your dashboard the moment it goes out.
Outcome
Typical outcome
- →Majority pay on or close to due date. Never enters collections.
STAGE 02
Early digital · 1 to 30 days past due
Digital-first. Resolve before it ever needs a voice call.
How we do it
How we do it
- SMSPlain-English SMS cadence. Self-service pay + plan links.
- EMAILFull balance breakdown, dispute path, hardship link.
- PORTALCustomer can log in, see the file, set a plan, no call needed.
Compliance
Compliance posture
- ACCCDebt Collection Guideline followed on every contact.
- HARDSHIPHardship link visible from message one, not buried.
- VULNVulnerability signals scored. Soft pathway armed.
Behind the scenes
Behind the scenes
- SKIPLight skip-trace on stale contacts, no voice attempts on bad numbers.
- SEGMENTFiles segmented by engagement: payers, plan-takers, silent, disputers.
- CADENCEPer-segment cadence, payers get one reminder, silent get a different path.
- CASEEvery reply (SMS, email, portal) lands in one case thread a human can read.
Outcome
Typical outcomes
- →Most files resolve here. Plan set, balance paid, or dispute raised.
- →Unresolved files pass to Mid-stage with the full log attached.
STAGE 03
Mid-stage · 30 to 90 days past due
Human collectors pick up where digital left off.
How we do it
How we do it
- VOICEAustralian-based collectors. Trained, recorded, monitored.
- NEGOTIATEPlans built around what the customer can actually afford.
- MIXEDVoice + SMS + email coordinated, not duplicated.
Compliance
Compliance posture
- ASICEvery call disclosure-scripted and reviewed.
- HARDSHIPHardship applications honoured. Collection paused on valid claims.
- QARandom call review weekly. Coaching logged per agent.
Behind the scenes
Behind the scenes
- TRACEFull skip-trace on silent files, new mobile, new email, verified address.
- BUDGETIncome/expense worksheet built with the customer before any plan is set.
- PLANPlan affordability re-tested every 30 days; broken plans re-opened fast.
- NOTESEvery call summarised in the file, same agent next time where possible.
Outcome
Typical outcomes
- →Negotiated plan or lump-sum settlement.
- →Hardship arrangement with evidence.
- →If unresolved, file reviewed for late-stage legal.
STAGE 04
Late-stage · legal consideration
Legal only where it genuinely fits the file.
How we do it
How we do it
- LODLetter of demand, plain English, final opportunity to engage.
- REVIEWSolicitor review of merits, amount, recovery prospect.
- FILEStatement of claim filed only where it makes sense.
Compliance
Compliance posture
- ADVICEYou sign off before any filing. No surprises.
- HARDSHIPAny active hardship claim halts the legal track.
- FAIRSmall-balance legal tests applied, we'll tell you when not to.
Behind the scenes
Behind the scenes
- PACKEvidence pack assembled, contract, statements, contact log, dispute history.
- COURTState-by-state court rules handled by our in-house legal team.
- SERVEService tracked file-by-file; re-service managed, not retried blindly.
- JUDGJudgments translated into plans where the customer re-engages.
Outcome
Typical outcomes
- →Pre-filing settlement once LOD lands.
- →Judgment + enforceable payment plan.
- →If uneconomic, file returned or held.
STAGE 05
Post write-off · portfolio purchase
When you're done with it, we can buy it outright.
How we do it
How we do it
- PRICEDe-identified sample, 10-day indicative price.
- DEEDClean assignment deed. Chain-of-title preserved.
- WORKWe work the book to the same standard as if it were yours.
Compliance
Compliance posture
- CHAINFull chain of title and notification compliance.
- PRIVACYData handled under APP 1-13. Onshore storage.
- BRANDCustomers who were yours get treated like they're still yours.
Behind the scenes
Behind the scenes
- MODELPortfolio modelled file-by-file, tenor, balance band, contactability.
- NOTICEAssignment notice issued to every customer under APP-compliant terms.
- ONBOARDFiles onboarded into the same workflow as live matters, no separate B-team.
- REPORTMonthly performance report back to you on every tranche purchased.
Outcome
Typical outcomes
- →Upfront cash, balance off your book, closed matter.
- →Optional forward-flow if the sample works out.
File closed
Resolved, settled, or bought outright.
This is the shape of the work. The detail changes file-by-file, hardship-first where it fits, legal only where it genuinely belongs. Send us a de-identified sample and we'll walk you through exactly how it would run for your book.