ACCC / ASIC Debt Collection Guideline (RG 96)
Contact-hour windows, weekly and monthly frequency caps, workplace-contact restrictions and channel opt-outs enforced automatically. Attempts outside the rules are blocked before they happen.
Trust & compliance
Compliance isn't a department here. It's code.
Every contact window, frequency cap, hardship hold and disclosure requirement is enforced by the platform itself — automatically, per account, per channel, per timezone. People can forget rules. Software doesn't.
Regulatory framework
Built around Australian law, not retrofitted to it.
Privacy Act 1988 & the APPs
Identity verified before any debt is discussed. Field-level encryption for sensitive identifiers, strict retention schedules, and a rehearsed notifiable-data-breach workflow.
Financial hardship obligations
A hardship notice instantly holds all collection activity pending assessment, with structured workflows, written outcomes and no default listing while under consideration.
Dispute & complaint handling (RG 271-aligned)
Disputes auto-hold the account. Complaints enter a register with mandated acknowledgement and resolution timeframes, and AFCA-ready case files where applicable.
Spam Act 2003
Sender identification and functional unsubscribe on every electronic message, with universal suppression handling — because it's the law, and it's also just good manners.
State compliance & limitation periods
Operating in compliance with state-specific debt collection regulations across every state where we contact customers. Statute-of-limitations tracking per state is built into the ledger itself.
Security & data
Collections data is among the most sensitive there is. We treat it that way.
Australian data residency
All customer PII stored and processed in AWS Sydney (ap-southeast-2), multi-AZ.
Encryption everywhere
TLS 1.2+ in transit, KMS-managed encryption at rest, field-level encryption for sensitive identifiers.
Zero-trust access
SSO and MFA everywhere, least-privilege IAM, just-in-time production access with session recording.
Immutable audit trail
Who saw what, who changed what, when — logged immutably. Audit requests are routine; so are our answers.
PCI DSS SAQ-A
Card data never touches our platform — tokenised at the gateway, keeping the strictest possible scope.
Certification roadmap
ISO 27001 and SOC 2 Type II audits underway, targeted within our first 18 months of operation.
Responsible AI
Automation with a conscience — and an audit log.
Machine learning decides when and how to reach out. It never gets to improvise the facts, hide that it's a machine, or stand between a vulnerable person and a human.
AI never invents facts about a debt
Every statement about an account comes from ledger data via retrieval — generation is for tone, never for truth.
Automation always identifies itself
Automated messages are labelled where required, voice AI discloses it's automated, and a human is always one step away.
Vulnerability overrides automation
Hardship, domestic violence and self-harm indicators immediately suppress automation and route to trained specialists. We test this like a safety system, because it is one.
Every decision is explainable
Send, hold, offer or response — each automated decision is logged with inputs, model version and rationale, reproducible on demand. Strategy models are reviewed quarterly for proxy discrimination.
Ask us the hard questions.
Due-diligence pack, security overview and compliance documentation available under NDA.