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Debt Collection Customer Charter & Code of Conduct

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1. Our Commitment

At UCFS Group Pty Ltd, we are committed to conducting all debt collection activities professionally, ethically, respectfully and in accordance with Australian law.

We understand that financial circumstances can be challenging, and we aim to work with individuals and businesses to achieve fair, practical and respectful outcomes.

This Charter outlines the standards you can expect when dealing with us.

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2. Our Values

We are committed to:

• Treating every person with dignity and respect.

• Acting honestly, fairly and professionally.

• Complying with all applicable laws and regulatory requirements.

• Protecting your privacy and confidential information.

• Communicating clearly and respectfully.

• Working constructively to resolve outstanding debts.

• Maintaining the highest standards of integrity and professionalism.

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3. Our Commitment to Lawful Collection Practices

Our collection activities are conducted in accordance with applicable Australian legislation and recognised industry guidance.

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We are committed to ensuring our staff:

• Act lawfully at all times.

• Do not engage in harassment or intimidation.

• Do not use misleading, deceptive or unfair practices.

• Respect your legal rights.

• Provide accurate information.

• Maintain appropriate records of communications.

• Protect your personal information.

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4. How We Will Treat You

When you deal with us, you can expect us to:

• Be polite, courteous and professional.

• Clearly identify ourselves and the organisation we represent.

• Explain the reason for our contact.

• Listen to your concerns.

• Respond honestly to your questions.

• Respect your privacy.

• Maintain confidentiality.

• Consider information you provide regarding your circumstances.

• Work with you to resolve matters where appropriate.

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5. Respectful Communication

We are committed to communicating respectfully.

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We will:

• Speak professionally.

• Use respectful language.

• Explain matters clearly.

• Respond to enquiries within a reasonable timeframe.

• Avoid unnecessary contact.

• Respect reasonable requests regarding preferred methods of communication where practicable.

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6. What We Will Never Do

Our staff will never:

• Harass you.

• Threaten violence.

• Use abusive, offensive or intimidating language.

• Misrepresent our authority or legal powers.

• Mislead you about legal action.

• Contact your employer without lawful reason.

• Discuss your debt with unauthorised third parties.

• Pressure you into making payments you cannot reasonably afford.

• Discriminate against you.

• Engage in unfair or unconscionable conduct.

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7. Your Rights

You have the right to:

• Be treated fairly and respectfully.

• Request information about the debt.

• Ask questions regarding the amount claimed.

• Advise us if you believe the debt is incorrect.

• Raise a dispute regarding the debt.

• Make a complaint.

• Have your personal information protected.

• Be represented by a solicitor or authorised representative.

• Notify us of circumstances that may affect your ability to pay.

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8. If You Dispute a Debt

If you believe a debt is incorrect or you are not responsible for it, please contact us as soon as possible.

 

We will:

• Review the information available.

• Investigate your concerns.

• Consider any supporting documentation you provide.

• Respond within a reasonable timeframe.

• Suspend further collection activity where appropriate while the dispute is being investigated.

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9. Financial Hardship

We understand that unexpected circumstances can affect your ability to meet financial obligations.

If you are experiencing financial hardship due to circumstances such as:

• Illness

• Injury

• Unemployment

• Family violence

• Natural disaster

• Separation

• Reduced income

• Other significant life events

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please contact us as early as possible.

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Where appropriate, we will consider reasonable requests for:

• Payment arrangements

• Temporary payment reductions

• Short-term payment deferrals

• Referral to the original creditor where required

• Other practical solutions consistent with our authority.

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Each request is assessed individually based on the information available.

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10. Privacy​

Your personal information is handled in accordance with our Privacy Policy and applicable Australian privacy legislation.

We take reasonable steps to ensure your information remains secure and confidential.

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11. Accessibility

We are committed to providing services that are accessible to all members of the community.

If you require:

• An interpreter

• Assistance due to disability

• Alternative communication methods

• Additional support

 

please let us know and we will make reasonable efforts to accommodate your needs.

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12. Vulnerable Customers​

We recognise that some customers may require additional support.

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Our staff receive training to identify situations involving vulnerability and will respond with professionalism, sensitivity and respect.

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Where appropriate, we will:

• Take additional care during communications.

• Consider reasonable adjustments.

• Encourage independent financial or legal advice where appropriate.

• Work towards practical and respectful outcomes.

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13. How You Can Help​

To assist us in resolving your matter efficiently, we ask that you:

• Provide accurate information.

• Advise us if your contact details change.

• Notify us if you dispute the debt.

• Inform us if you are experiencing financial hardship.

• Respond to reasonable requests for information.

• Treat our employees with courtesy and respect.

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14. Complaints​

If you are dissatisfied with any aspect of our service, we encourage you to tell us.

We will investigate complaints fairly, promptly and impartially.

Our Complaints Handling Policy explains:

• How to make a complaint.

• Our investigation process.

• Expected response timeframes.

• Your options if you remain dissatisfied.

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15. Continuous Improvement​

We regularly review:

• Customer feedback

• Complaints

• Compliance outcomes

• Staff training

• Internal procedures

to continually improve the quality of our services.

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16. Contact Us​

UCFS Group Pty Ltd

Address: PO Box 607 North Sydney NSW 2060

Telephone: 02 7908 7002

Email: compliance@ucfsgroup.com.au

Website: www.ucfsgroup.com.au/compliance

Business Hours: 8:30am to 5:00pm Monday to Friday

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Our Commitment to Compliance

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Our operations are guided by the principles contained within applicable Australian legislation and recognised regulatory guidance, including:

• Privacy Act 1988 (Cth)

• Australian Consumer Law

• Australian Consumer Law and Fair Trading legislation

• ACCC & ASIC Debt Collection Guideline: For Collectors and Creditors

• NSW legislation applicable to licensed commercial agents and debt collection activities

 

Our Customer Promise

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Every interaction matters.

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Whether you are making an enquiry, resolving a debt, disputing an account or requesting assistance, we are committed to treating you with professionalism, fairness and respect. We believe that respectful communication, ethical conduct and compliance with the law are fundamental to achieving positive outcomes for everyone involved.