15. Contact when a payment arrangement is in place
- Generally, while an arrangement is in place, the debtor or their representative should not be contacted unless:
- the debtor asks you to
- you wish to propose a genuine alternative arrangement to benefit the debtor
- the debtor does not comply with the terms of the repayment arrangement.
- In addition, if you are required to provide or have committed to provide ongoing account statements to the debtor, you should continue to do so.
Example: Payment reminders
You can ask the debtor whether they wish to receive payment reminders, perhaps via an email or SMS. However, if a debtor has not explicitly requested such contact you should avoid further contact unless it is for a proper purpose (for example, the debtor defaulted on a repayment).
- You are entitled to contact a debtor to review an arrangement that was made subject to review. However, repayment reviews should not be excessively frequent. A minimum of three months is recommended between reviews unless the debtor fails to make an agreed repayment.