Table of Contents
Purpose of the Policy
This policy provides guidelines for the collection of payments from commercial and residential clients for Franchisees and the assistance we can provide
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
National Contracts
If the outstanding debt relates to a national contract please advise the Accounts dept before starting any debt collection proceedings
Client Payment Collection Procedures
Administration Team
- When Making booking clients must be advised of payment terms
- If residential client is Vacating property franchisee should contact client for a 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.
- if 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.
2 Weeks – intention to suspend Services Letter and refer to Debt Collection Agency
- 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
3 Weeks – At Franchisees discretion – Charges Apply
- Lodge Debt with A2Z Services Head Office Finance department via (OF0058 – Debt Lodgement Form)
- Please note at this stage there is a processing fee on the invoice of 5% + GST which is not recoverable
- Head Office will Follow there Debt Collection proceedings before lodging it with a Debt Collection Agency on your Behalf.
- Please note that the debt collection agency will charge costs associated and sometimes these cannot be recovered and if so these will fall to the Franchisee to pay.
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 |
| OF0058 | Debt Lodgement Form |
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 | ||
| 2 | ||||||
| 3 |
Click here to download OM00052 – Payment Collections Policy
Disclaimer: This documentcontains material to assist in meeting environmental management, Work Health and Safety and Quality obligations under the International Standard ISO AS/NZS ISO 9001:2016,14001:2016 and other legislative bodies. This document contains material sourced from Safe Work Australia. Any such material remains subject to copyright © Commonwealth of Australia. https://www.safeworkaustralia.gov.au/copyright. Although every effort has been made to ensure the accuracy of this information at the time of publication, it is provided as guidance only and does not provide legal advice on meeting your obligations. This document and its contents are © A2Z services 2018 and or the originating source authors and no permission is given for its duplication or copying, in part or in its entirety, for use outside its original purposes as stated within the company.