A better way to manage bad debt for your organisation
Working with DebtManagers is an investment in your customers' rehabilitation. We provide a holistic and empathetic approach that delivers better outcomes for customers, protects your brand, and gives you financial certainty.
From debt collection to debt management
We believe the traditional approach to debt collection needs significant improvement.
Our approach is to shift from outdated, impersonal, automated, models based on fees and excessive interest to a modern, personal, empathetic, and empowering one where people are rehabilitated out of bad debt and back to being valued customers.
Our approach is to shift from outdated, impersonal, automated, models based on fees and excessive interest to a modern, personal, empathetic, and empowering one where people are rehabilitated out of bad debt and back to being valued customers.
What is debt management?
Putting people first
People come first with an approach personalised to the customer's situation.
Sustainable repayment plans
Repayment plans are customer-driven so they are well-understood and affordable.
No fees or excessive interest
No added fees or excessive interest so the customer can progress to financial freedom.
Flexibility and options
Payments tailored to suit the customer's needs with debt relief, breathing space, and other support.
Integrated support networks
Wellbeing checks and referrals to financial mentors throughout the process.
Wellbeing checks
Active identification of hardship, vulnerability, and economic abuse.
No questions asked
Accepting and working through all financial difficulty claims, no questions asked.
Better for customers, backed by research
Our approach is validated as better for customers, and if you work with us you can see these benefits for your customers too.
Creating social value
Independent social impact agency ImpactLabs studies our customers and shows our approach created $2,497 of social value per person in FY24.
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Improving individual outcomes
AUT University conducted a study of our customers and found they experience strong improvements in mental health and wellbeing by working with us.
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Supported by our strong NPS:
21
Overall NPS score
38
NPS score at end of customer journey
74%
Say they were treated fairly & not adding fees helped
76%
Wish other debt collectors worked like we do
Our customer journey
Our highly trained team delivers a customer-first experience. We focus on each person’s circumstances and ability to pay, building trust through fair and sustainable arrangements.
Digital services
As a first step, customers are invited to complete a wellbeing check and can set up payment plans via our self-service portal.
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Phone services
Contact is made via phone to set up sustainable arrangements with further wellbeing checks and referrals to support services.
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Community services
Opportunity to connect face-to-face with our experienced community agents, who are employees not contractors, and are uniquely trained to support our customers' needs.
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Holistically, better all around.
DebtManagers are the partner that enables companies to overcome all debt recovery challenges. It’s a total solution that replaces the frustrations of managing debt with reliability, expertise and regulatory assurance.
Better for customers
We rehabilitate those owing money so they’re brought back into the economy and back to your brand. An approach creating a fairer financial world for companies and customers.
Better for your brand
We ensure we meet and in many cases exceed CCCFA regulations. So companies can rest easy knowing we conscientiously work within regulatory guidelines and legal frame works.
Better day-to-day
We integrate seamlessly with your team’s processes by providing expertise and the latest technology. Integration that frees up staff to concentrate on other parts of your business.
Better financially
We deliver financial certainty for businesses because we buy a company’s bad debt in full. It delivers immediate cash realisation and our competitive pricing is based on market factors.
Compliance, standards, and oversight
Comprehensive monitoring and compliance processes
Our processes ensure we are consistently delivering our services to the highest quality and ethical standards.
Our monitoring and compliance processes:
Monitoring and compliance
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We have a dedicated in-house compliance team who monitor all interactions for quality and consistency, checking everything from content to tone.
Independently audited controls
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All customer interactions and controls are independently audited by an external partner annually.
Integrated training and feedback
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Our compliance outcomes are regularly integrated into frontline training and coaching.
Health and safety
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We are committed to the health and safety of our staff, current and future clients, and the community, and we are PREQUAL certified.
Our contact process is best in class
Founded on our unique Code of Practice, we deliver a customer journey that is designed for great customer experience and outcomes.
Our contact process:
Code of practice
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Our Code of Practice covers ethics, anti-corruption and sets clear standards for behaviour aligned with global best practice, and is refreshed annually and integrated into training.
Fair recovery practices, for everyone
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We monitor and limit contact frequency and timing ensuring our engagement is appropriate for customers.
Partnerships with mentors and industry
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We have partnerships with NGOs and industry groups, like Debtfix, a Ministry of Social Development funded financial mentor provider, MoneyTalks financial mentoring, Good Shepherd NZ, leaders in financial vulnerability, and local financial mentor providers around the country.
We also have strong and deep relationships with key industry leaders and advocates, including FinCap and Te Ara Ahunga Ora Retirement Commission.
We also have strong and deep relationships with key industry leaders and advocates, including FinCap and Te Ara Ahunga Ora Retirement Commission.
Proactive customer engagement to improve processes
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We host regular in-person customer feedback sessions around the country to get direct feedback on our services and approach.
Data, security, and privacy
We maintain robust data integrity standards and infrastructure to protect our customers and clients' information.
Our data management processes:
ISO 27001 certified
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We are ISO 27001 certified by Telarc, a globally-recognised standard in information and data security, meaning your customers' data is protected.
IT infrastructure and security
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Our highly skilled internal team manage IT infrastructure and processes to leading industry standards.
Audit and testing
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We carry out regular and comprehensive penetration testing and security audits.
Privacy
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Our comprehensive privacy practices and training ensure we are best in class in our management of sensitive information.
Efficient and effective complaints processes
Our complaints processes enable quick resolution and a great customer experience.
Our complaints process:
Internal complaints process
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Customers can make a complaint online or over the phone and we respond to them within three business days.
External dispute resolution
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We are a member of Insurance and Financial Services Ombudsman Scheme (IFSO) for independent dispute resolution.
Whistleblower reporting
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We have an independent whistleblower reporting process for our staff if required.