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How To Handle Disputes And Complaints During The Small Business Debt Collection Process

At a glance:

  • Common disputes that arise during debt collection
  • Best practices to handle disputes and complaints during debt collection
  • Best debt collection agency in Melbourne, Brisbane and Sydney for small-scale businesses.


Debt collection issues are one of the major financial setbacks for small-scale businesses. Debt collection becomes highly demanding and troublesome when disputes and complaints surface during debt recovery. Disputes create unnecessary tensions and frustrations for both debtors and creditors. It becomes vital for the owner to resolve debt collection disputes to protect the business interests and reputation. Here we discuss how small businesses can efficiently handle disputes and complaints during debt collection.


Understanding the Dispute and Complaint Process

Disputes and complaints are common during the process of recovering outstanding invoices. Disputes and complaints often arise over the amount of money owed, the validity of the debt and the method used to recover debts. Both debtors and creditors have common legal grounds that they can operate as far as the recovery process goes. Sometimes, these disputes and complaints become necessary for debtors to ensure that debt collectors operate within legal boundaries.


Types of Disputes and Complaints

Dispute over the amount owed:

Debtors can dispute or complain about the amount owed when debt collectors have incorrect information about the amount owed.

Dispute over the debt’s validity:

Debtors can complain about the validity of debt to authorities, such as through consumer protection agencies, in Australia. In their complaint, debtors can claim that the debt is not theirs.

Dispute over recovery methods:

Legal boundaries are set for the recovery process in Australia, so both parties make the recovery process legit. Debtors can complain about the violation of consumer protection laws such as the Fair Debt Collection Practices Act.


Legal framework for debt collection

Several federal and state laws are implemented to create a legal framework for the debt collection process. These laws ensure debtors are not treated as commodities and that debt recovery agencies follow a legal procedure when collecting outstanding payments. Some common legal frameworks that debts collectors have to operate within are as follows:

Consumer Financial Protection Bureau:

This federal agency governs consumer protection laws related to debt collection.

Fair Debt Collection Practices Act:

Under this act, debt agencies must follow proper guidelines for approaching and communicating with debtors. This act helps to regulate the behaviour of debt collectors.

Telephone Consumer Protection Act:

This law provides guidelines on how debt collectors can contact debtors using mobile phones, landlines and internet services.


Preparation for Handling Disputes and Complaints

A small-scale business ensures an upper hand in the recovery process by preparing to handle disputes and complaints in debt recovery. This enables companies and their debt collection agencies to communicate effectively with debtors, comply with legal requirements of debt collection, and ensure a positive relationship with them. Businesses can focus on these key areas for handling disputes and complaints:

Record keeping and documentation:

Proper bookkeeping supports the debt’s validity. Through proper record-keeping and documentation, businesses can prevent disputes over the amount owed and the validity of the debt. Your bookkeepers should record all transactions and communications with the debtors.

Knowledge of laws and regulations:

Having a clear understanding of the laws and regulations of debt recovery is important to avoid any unnecessary legal troubles during the recovery process. A debt collection agency for small businesses is well-versed in the legal debt recovery process. The legal understanding of debt collection ensures that small businesses communicate effectively with the debtors and avoid any form of consumer protection laws violations.

Customer service skills:

A debt collection agency efficiently handles corporate and commercial debt collection for small businesses using its customer service skills. Excellent customer service skills are crucial to handling disputes and complaints properly. Being patient, empathetic and having good communication skills helps to address the concerns of debtors and resolve potential conflicts during debt recovery. Customer service skills are also necessary to foster a healthy relationship between debtors and businesses.


Best Practices for Resolving Disputes

Some common practices should be followed to avoid tensions arising from disputes in debt collection. Using the following methods for resolving disputes can smooth out the debt collection process:

Active listening and empathy:

By listening actively and showing compassion towards debtors, you can create a positive work environment. Businesses should be open to hearing and understanding the debtor’s perspective, feelings and concerns about the recovery process.

Clear and honest communication:

As they say, honesty is the best policy. With honesty, you can build trust among debtors. Communicate clearly with the debtors about the debt, the debt collection process, and how to resolve the dispute best.

Offer a fair and reasonable solution:

Debtors could be looking for a practical solution to pay the owed amount, and they look for a fair chance to clear the invoices. You can resolve disputes by offering debtors a fair and reasonable solution by considering their circumstances. This can involve formulating new payment plans or reducing a fraction of the debt.

Document of resolution:

When both parties come to a conclusion, it is necessary to document the resolution. Documenting the resolution can prevent future disputes and legal troubles with the same party.


Role of a debt collection agency in handling disputes and complaints effectively

A debt collection agency like eCollect has a proper understanding of the debt collection process and the relevant laws and regulations in play. Their agents are thoroughly trained to handle small to large debts and any demanding situations such as disputes.

eCollect builds trust among your debtors through their customer service skills and by offering a fair and reasonable solution for debtors using proper documentation. eCollect follows best debt collection practices and actively provides debt collection services to small businesses across Melbourne, Sydney and Brisbane.

If you are looking for reliable debt collectors in Melbourne, Sydney and Brisbane to handle your debt recovery disputes, you can get help from eCollect.

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