OM00052 – Payment Collections Policy – Head office

Table of Contents

Purpose of the Policy

This policy provides guidelines for the collection of payments from commercial and residential clients

Payment Terms

Vacating property – 50% Deposit to confirm booking, rest at service time
- Residential – At time of Service advise in job description how payment will be made
- Commercial – 30 Days

Client Payment Collection Procedures

Administration Team

When Making booking clients must be advised of payment terms
If residential client is Vacating property collect 50% Deposit

Operations Team/Franchisee

If residential client operations team is responsible for collecting payment at time of service
- Technician on ground
- Branch or Franchisee at end of day invoicing

Accounts Team/Franchisee

Weekly Task

Each week after completion of bank reconciliations in accounting package pull an Aged Receivable Summary Based on this report apply the following procedures

Current Check details from Job management system match accounting package to ensure automated emails will be sent correctly

< 1 Week – Friendly Reminder

Make phone contact with organising party remind them payment is due and has not been received ask them when they will be making payment, remember to be nice, they may have forgotten or paid into the wrong bank account.
f large organisation contact Accounts department of organisation to ensure they have received all required documents, remember to be nice, they may have forgotten or paid into the wrong bank account.
Send Friendly Reminder letter to Organising party and accounts department if required (OF0037 – Debt Collection – Friendly Reminder) with a copy of invoice and statement
Ensure all notes of contact is recorded on client file in Accounting Package.
Advise your manager of contact made via OF0040 – Debt Collection Actions Taken

2 Weeks – intention to suspend Services Letter and refer to Debt Collection Agency

Get Authorisation from your Manager or Franchisee before proceeding with this step
Make phone contact with organising party advise them that payment is due and has not been received, ask them when they will be making payment, advise them that this is our notice that we will be Suspending any further services and will be referred to a debt collection agency and all costs will be passed on.
If large organisation, contact their Accounts department of organisation to ensure they have received all required documents, advise them that this is our notice that we may be Suspending any further services and will be referred to a debt collection agency and all costs will be passed on.
Send Via email and Registered mail, Intention to Suspend services Letter and Refer to Debt Collection Agency(OF0039 – Debt Collection – Intention to Suspend services Letter and Refer to Debt Collection Agency) with a copy of all correspondence and invoicesEnsure all notes of contact is recorded on client file in Accounting Package.
Advise the associated area manager or Franchisee of situation and advise of suspension date
Advise your manager of contact made via OF0040 – Debt Collection Actions Taken

3 Weeks – Reminder Letter – Marshal Freeman Portal

Log into Marshal Freeman Portal – https://ocs.marshallfreeman.com/login.php
Select “New reminder”
Select “Add New Reminder”Enter details of debt in attached form
Select “Next”
Select “Next”
Review details then select “Next”
Select “Email Reminder Notice”
Select “Download Reminder notice”Attach letter to a new email to and send email to client and if large organisation, Organisation accounts Department. Email to read
Attach a copy of invoices and statement
Make notes in accounting Package
Advise your manager of Lodgement via OF0040 – Debt Collection Actions Taken

Example Email

Dear Sir / Madam

RE: OUTSTANDING ACCOUNTS

Please note we are preparing to pass your account over to our Credit Management Company, Marshall Freeman Collections.

The total of your outstanding account is $XXX.00, as per statements/invoices attached. If this account is referred for collection costs will be levied against your debt.

As we wish to avoid complications and would assume you do not wish to incur any extra charges, we expect payment within 7 days.

Please find attached a final friendly reminder letter.

Older – lodge debt – Marshal Freeman Portal

Log into Marshal Freeman Portal – https://ocs.marshallfreeman.com/login.php
Go to “Reminder list”
Review reminders and update status to paid if paid
If not paid in the actions available line, select “Lodge for Debt Collection”
Select debt type and select “Next”
Fill out all details and select “Next”
Select “Yes” in recovery Fees
Ensure invoice numbers are added as references
Add any account history and select “Next”Fill out as much info which has been collected in accounting packageReview debt and select “Lodge This Debt”
Make Notes in Accounting package that it has been sent to Debt Collection

Forms and Registers

Document Number	Document Name
OF0037	Debt Collection – Friendly Reminder
OF0039	Debt Collection – Intention to Suspend services Letter and Refer to Debt Collection Agency

Amendment Record

Issue#: 1 Issue Date: 13/7/2022

Rev#	Date	Section#	Para.#	Description of Change	Prepared By	Approved By
1	2/12/22			Changed collection points due to adding in step for debt collection agency	Michael de Jong	Michael de Jong
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