Information for Members: Credit Management
What kinds of Credit Management complaints can the TIO investigate?
The TIO is able to investigate complaints where it appears that you aren’t adhering to your credit
management policies, or where you have given your customer insufficient or misleading
information regarding your credit management practices. The TIO can also investigate complaints
where you haven’t acted in accordance with the ACIF Credit Management Code.
Can I take Credit Management action for amounts that are in dispute?
No. While a complaint is being investigated, either by yourself or by the TIO, you should not take
any credit management action in relation to any disputed amounts. To do so would be a breach of
both the ACIF Credit Management Code, and the ACIF Complaint Handling Code, and would be
recorded accordingly by the TIO. It would also breach long-established TIO policy.
What do I need to do before disconnecting/suspending a service for non-payment?
While you are within your rights to suspend or disconnect a customer who has not paid an overdue
amount, you must give the customer reasonable notice of your intention to do so. Under the ACIF
Credit Management Code, you must give a customer 7 days notice of disconnection. In addition,
you must advise the customer of numerous factors, such as the likely consequences of non-payment
and the possibility of being default listed.
You should also pre-advise customers of any charges that are associated with suspension or
Can the TIO investigate complaints about the conduct of debt collection agents?
Yes, we can. However, we will raise the complaint directly with you, not with your agent. This is
because we consider that you are responsible for the conduct of your agents, and have an obligation
to ensure that they are aware of, and are compliant with, any relevant industry codes.
Can the TIO investigate complaints about debts that have been factored?
Yes. The TIO constitution has been am