OpenDebt

Compliance by design

More confidence.
Every conversation.

Your policies, built into how collection calls run. Local controls for Australia and the United States, with your team in charge.

Explore your market

Controls in the conversation

01

Your team approves

Accounts, scripts and contact settings

02

Identity is verified

Account details stay protected

“I’ve lost my job.”

A customer describes hardship

Automation pauses.

Your specialist takes it from here.

Illustrative control path

Local rules. Built into the work.

Choose your market. Open a card for the controls and references.

Built to support the ACCC/ASIC Debt Collection Guideline and applicable state rules.

Check before calling

Local hours, public holidays and contact caps are checked before a call.

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Contact hours
By default, calls go out only 7:30am to 9pm on weekdays and 9am to 9pm on weekends, in the customer's local time. If the customer's time zone is unknown, the platform does not call.
Reference: ACCC/ASIC Debt Collection Guideline
Public holidays
By default, no calls on national public holidays or on the public holidays of the customer's own state or territory.
Reference: ACCC/ASIC Debt Collection Guideline
South Australian calling restrictions
No calls to South Australian customers on Sundays, SA public holidays, or between 10pm and 7am. No setting can switch this off.
Reference: Fair Trading Act 1987 (SA) s 43
Contact frequency
By default, no more than one conversation a day, three in 7 days and ten in 30 days. Attempts are capped at three a day and 15 in 30 days across all campaigns, counted from the call log.
Reference: ACCC/ASIC Debt Collection Guideline

Protect account details

Identify the caller. Verify the customer before sharing account information.

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Privacy and third-party disclosure
The agent asks the identity questions your team sets before it says anything about the account. Account details are not given to the agent until those checks pass. Voicemails carry no account details.
Reference: Privacy Act 1988 (Cth) and the Guideline
Telling people who is calling
The opening line says the caller is a digital assistant and names your organisation. The recording notice comes before any identity question, and the agent never claims to be a person.
Reference: ACCC/ASIC Debt Collection Guideline

Recognise hardship

Payment requests stop. The account leaves automated calling for specialist support.

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Financial hardship
When a customer describes hardship, the agent stops asking for payment and offers support or a specialist. The account then leaves automated calling. Accounts your system marks as in hardship are never dialled.
Reference: National Credit Code s 72 and the Guideline

Respect a change in direction

Disputes and stop-contact requests stop the routine collection path.

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Disputed debts
When a customer disputes the debt, the agent stops negotiating, offers a specialist and flags the dispute for your team. The account leaves automated calling.
Reference: ACCC/ASIC Debt Collection Guideline
Requests to stop contact
When a customer asks not to be contacted, the agent ends the call and automated calls stop. Your team confirms the do-not-call entry, and the platform checks that list before every call.
Reference: The Guideline and Australian Consumer Law s 50

Keep a person within reach

Transfer to your team, or book a callback when nobody is available.

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Access to a person
The agent can transfer the customer to a member of your team, or book a callback when nobody is free.
Reference: ACCC/ASIC Debt Collection Guideline

Review with evidence

Score calls against your rubric, with the evidence your reviewers need.

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Quality review
Calls can be scored against a rubric that checks identity, privacy, the recording notice and conduct under the Guideline. A score is a review aid for your team, not a legal finding.
Reference: ACCC/ASIC Debt Collection Guideline

You hold the controls.

Choose the accounts, approve the scripts and set the limits. Your organisation stays the collector.

01

Approve

Campaigns start as drafts. Your team decides when they run.

02

Supervise

Review one call at a time before the next call starts.

03

Pause

Stop one campaign or pause every campaign at once.

04

Review

Recordings, transcripts and logged deletions support oversight.

Security

Built on a secure foundation.

Australian deployments run on AWS in Sydney.

  • ISO 27001

    Certified

  • SOC 2 Type II

    In progress

Bring your compliance team.

We’ll walk through the controls against your policies and scripts.

Book an intro call

Product controls support your compliance programme. Your organisation remains responsible for licensing, consent, notices, scripts and campaign decisions. This page is not legal advice.