Internal Dispute Resolution - Helping Clients Navigate Debt Issues

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How to navigate internal dispute resolution

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Credit, Debt and Consumer Law Solicitor

Redfern Legal Centre

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Greg’ Story

1.

Identify

2.

Gather Information

3.

Determine the issues

4.

Assess Urgency

5.

Negotiate a resolution

Greg’ Story: The Outcome

Questions and where to get more information and advice

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Referred to as IDR

•

Internal process for consumers to resolve disputes

quickly and directly

•

Raises awareness of systemic problems

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Businesses that provide consumer credit and

loans

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Insurance companies

•

Utility providers

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30 years old

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Disability support pension

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Living with parents in social housing

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$45,000 credit card debt to big bank

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Greg comes to see you with a file full of bank

statements spanning the last 10 years

•

Repayments are unmanageable, stopping him from

living independently

•

Stress from debt is exacerbating his mental illness

What would you do?

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Get a list of all debts the person is aware of

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Ask questions – shame or limited financial literacy

can be barriers to disclosure of debts

•

Rarely only one problem debt

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Any written communication from the creditor or debt collector

regarding the debt, eg. bills, emails, texts, letters, default notice,

letter of demand, court document

•

Information about any verbal communication from the debtor, eg.

phone calls, in person 

•

Evidence of current income, eg. pay slips, Centrelink income

statement, Tax return / Business Activity Statement (BAS)

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Evidence of any health issues, .g. letter from GP, report from

psychologist, test results summary

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Current living situation, eg. tenant, home owner, homeless

•

Family situation, eg. any dependents , partner contributing to

household expenses (or not contributing)

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The value of any assets, eg. motor vehicle, property, investments

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Ideally request in writing

•

Get a signed written authority to release information (some creditors

have specific authority forms)

•

Letter should identify the debtor’s name, date of birth, account

number / reference number (if known)

•

Refer to “alleged debt”

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Request the following information:

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Copy of the original contract / agreement

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Most recent bill / invoice / claim

•

Itemised account statement summary

•

Payout figure

•

Any default notices sent to the client

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For credit / loans from financial service provider, also request:

•

A copy of the credit / loan application form

•

A copy of the final credit assessment/s and verification

documents

•

Any notices under the National Credit Code previously sent to

the client

•

Details of the original limit and any limit increases on the client’s

credit card account including date of the limit increase

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Request the documents to be provided within 30 days of the letter,

and ask the creditor to refrain from taking any further legal action

until 30 days after the documents requested above have been

received.

If the creditor is unable to make this undertaking, inform the client in

writing immediately.

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Expert legal advice is required to determine a legal cause of action and

the prospects of success, but some obvious signs to look out for include:

•

Client was on a Centrelink income when they were approved for a

credit card / loan

•

Client had multiple payday loans at the same time

•

Client’s bill is extremely high compared to previous bills

•

Client has multiple loans from the same / different lenders

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Client has experienced domestic violence – see RLC’s webinar

series on financial abuse in intimate personal relationships for

specific information on how to resolve debts arising from financial

abuse

•

Client does not speak English or has another significant vulnerability

that was exploited by the creditor

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the date that the debt first arose, or

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the date that the client last made a payment; or

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whichever is the most recent.

If the debt is past the 6 year time limit, it is an

old debt.

D

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Make a repayment

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Confirm in writing that client owes the

debt

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27

D

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:

•

Get legal advice immediately

•

Tell the debt collector/creditor that the

debt is disputed because it is statute

barred (more than 6 years old)

•

Request debt collector/creditor to provide

copies of the contract and account

statements 

–

 be careful NOT to

acknowledge alleged debt, use the term

“alleged debt” to avoid acknowledgement.

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Debtor agrees they owe the money and the amount is not in dispute

but cannot afford to pay

•

Change in circumstances eg. loss of work, health problems

•

Can occur with a legal / other dispute

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Overdue Bill

•

Reminder Letter

A debt collector must not:

•

Use physical force or coercion

•

Harass or hassle the client to an

unreasonable extent

•

Mislead or deceive the client

•

Take unfair advantage of any vulnerability,

disability or other similar circumstances

affecting the client

(Source: ASIC and ACCC)

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As a guide, if contact is necessary, it should be limited (unless client agrees

otherwise) to:

•

A maximum of 3 phone calls or letters per week (or 10 per month)

•

No contact on national public holidays

•

Phone contact only 7:30am-9pm weekdays and 9am-9pm weekends

•

Face to face contact only between 9am-9pm weekdays and weekends

•

Home visits only if there is no other effective way of contacting client

•

Showing up at client’s workplace as a last resort if all above fails.

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•

Debt negotiation firms market themselves as ‘professional debt

negotiators’, but do not need to have any qualifications, skills or training.

•

They are not required to satisfy any particular standards or disclosure

obligations to the client. This leaves the client vulnerable.

•

Firms can charge a fee based on the percentage of amount of debt,

fees can add up to thousands depending on the size of client’s debt.

•

There are free alternatives: financial counselling, Community Legal

Centres or Legal Aid, National Debt Hotline in NSW.

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Letter and/or default notice requesting full

payment by a particular date

•

Will threaten further recovery action if not paid

•

May be sent from the creditor / debt

collector’s lawyer

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Must be personally served on client or posted by the

court

•

Creditor / Debt Collector is the “plaintiff”

•

Debtor is the “defendant”

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•

Client has 28 days to respond.

•

If no response, after 28 days, the plaintiff can

apply for default judgment.

•

Judgment can be enforced through the court.

•

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Defendant should get legal advice about a defence / possible

settlement. 

2.

If the plaintiff is a member the Australian Financial Complaints

Authority (AFCA), the defendant can lodge a complaint with AFCA

and all enforcement action (including court proceedings) will be on

hold while AFCA determines the complaint. See next webinar on

External Dispute Resolution for more information about this process.

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5.

The debt is more than 6 years old.

•

Costs orders can be made against the

unsuccessful party

•

Evidence standards are higher than IDR

and EDR

•

Legal representation is expensive /

unattainable for most people

•

Stress from meeting court deadlines

•

Loss of income from attending court

•

Judgment order enforceable for 12 years

•

Court enforcement options

•

Pre and post judgment interest may be

added to the debt

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43

•

New changes to Comprehensive Credit

Reporting system (CCR) from 1 July

2022

•

Extra mandatory reporting for major

banks

•

Late or missed payments, financial

hardship, contract variations will show up

on credit reports

•

Judgment debts/defaults stay on client’s

file for 5 years

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44

•

Repayment history will remain on credit

reports for 24 months

•

Grace period of 14 days

•

But…..Credit reports should only reflect

a person’s credit worthiness

•

If there are errors on a credit report you

can assist clients to contact the financial

service provider to fix them

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45

D

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!

•

Encourage clients to engage in IDR

•

Get financial counselling or legal advice

•

Financial hardship notations remain on

credit reports for 12 months

•

Telcos and energy providers will not be

able to see repayment history or financial

hardship notations

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46

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Identify the IDR contact for the creditor

2.

Send a written dispute / submission

3.

Record the date when a response is required

4.

Request a written response from creditor

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Receive a response – rejection or offer

6.

Seek instructions from client

7.

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8.

Agree an outcome – always in writing and ideally signed

by both parties

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Include the client’s name, contact details, date of birth, account /

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Explain the issue. A chronology of events may assist.

•

State clearly the client’s desired outcome (start with most ideal outcome

so there is room to negotiate).

•

Include evidence or supporting documents relevant to issues raised,

eg. evidence of financial hardship such as a financial position statement.

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may assist in the short / long term?

•

Can the client offer a lump sum in full and final settlement of

the debt?

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Can the client maintain a reduced payment plan?

•

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•

Can the debt be reduced and a sustainable payment plan be

agreed?

•

Is the debt going to result in the restriction / cancellation of an

essential service (e.g. electricity)?

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customers” team if available

•

Further information may be requested by IDR

•

Don’t have to accept first offer

•

Can request the dispute be escalated to a more senior team

member / manager

•

Some creditors / debt collectors have a second tier of IDR for

special cases

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Consider making a complaint to the external dispute resolution service.

RLC’s upcoming webinar on external dispute resolution (EDR) will

discuss the options and process.

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Make sure you have something in writing from the creditor accepting

the agreement.

•

The creditor may want your client to sign a written agreement /

settlement deed / release.

•

This is a document that sets out the terms and conditions of an

agreement to resolve the issue.

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c

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t

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•

It is generally a confidential document.

•

Often the creditor will make no admission of liability.

•

May release creditor or any third party from any future liability or

action.

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#

1

•

Requested credit card application, original assessment and

assessment for each credit limit increase.

•

Assessed as stage 1, low urgency due to no demands / court action

but moderate urgency for client’s health.

•

Issues identified: responsible lending and financial hardship.

G

r

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g

’

o

u

t

c

o

m

e

#

2

•

First level of IDR – no offer made.

•

Escalated to senior team member – unsuitable offer made and

rejected by client.

•

Further submission made to second level of IDR: Big Bank agreed

to waive the debt.

•

Settlement agreement signed.

Q

u

e

s

t

i

o

n

s

a

n

d

m

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D

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d

H

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f

i

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r

k

a

Credit, Debt and Consumer Law

Solicitor

W

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b

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a

t

e

d

i

s

s

u

e

s

•

National Debt Helpline 1800 007 007 www.ndh.org.au

•

Most local community legal centres:

https://clcs.org.au/findlegalhelp

•

Legal Aid NSW

www.legalaid.nsw.gov.au/contact-us/legal-aid-nsw-offices

B

e

f

o

r

e

Y

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u

G

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Y

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d

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c

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s

i

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p

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v

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o

u

r

t

r

a

i

n

i

n

g

.

Please stay with us for another 60 seconds

…

T

r

a

i

n

i

n

g

:

r

l

c

.

o

r

g

.

a

u

/

t

r

a

i

n

i

n

g

Enquiries: Nic

k Manning

education@rlc.org.au

This workshop is a guide to the law in NSW, Australia. It is not a substitute for legal

advice. If you have a legal problem, seek legal advice from a legal centre or Legal Aid.