Customer Resources FAQs
I have received correspondence from you, can you explain who you are?
CFMG acts as the parent service company for 3 integrated specialist debt recovery companies: ECOLL, Insolvency Management Services (iMS) and Linton Pitt Lawyers. We provide collection services to a diverse range of industries throughout Australia and Internationally.
If you have received correspondence from us it could mean that your overdue account with a finance company, bank, utilities, telecommunication or council has been sent to us for collection. You need to attend to this issue urgently by calling us, our contact details are listed below.
How do I make a payment?
We offer a full range of payment options including BPAY, Direct Deposit, Direct Transfer, Credit Card and Cheque/Money Order.
For ECOLL customers – please view Payment Options tab at the bottom of the ECOLL Company page.
For iMS customers – please call 1300 467 467 or +61 2 9472 2800 to discuss your options with your dedicated Customer Relationship Manager.
Why do I have to give you all of my contact details?
The reasons for this are two-fold:
1. To stop the Debt Escalating
If we have accurate details that allow us to contact you effectively as required, the risk of the debt escalating is reduced. If your Creditor (to whom you owe the debt) is a member of the Credit Bureau they could list a default on your credit file, if they haven’t already done so. If they instruct us to commence legal proceedings against you and we are unable to contact you, this may progress without further notice. Letting us know your details and being prompt in responding to any messages, also means that you are able to have control over which contact methods you would prefer we used. Your cooperation will assists both parties help resolve this unfortunate matter as soon as possible.
2. To protect your Privacy
There are many laws and regulations in Australia that make it a requirement that creditors and/or collection agencies take adequate steps to ensure that account holder is correctly identified. This is so that no third parties find out about your details or account status without your authority. By providing us with your accurate details we are able to use these to ensure we are speaking to the right person, and do not inadvertently release information about you to anyone other than yourself, or someone you have authorised us to speak to on your behalf.
How do I update my personal details?
Why do I have to give my details over the phone every time I speak to someone regarding my account?
We are obliged to adhere to the Privacy Act and regulations set by The Australian Competition and Consumer Commission (ACCC) and the Australian Securities and Investments Commission (ASIC) in order to protect your privacy. The measures are put in place to ensure we accurately identify the account holder, and do not inadvertently divulge any sensitive information about yourself or your accounts to a third party without your authority.
The laws require that we confirm your details every time a new phone call is made, even if we just spoke to you and/or are confident we know who is speaking. We appreciate that this can be frustrating at times, however these legal requirements have been put in place to help protect you.
How do I request more information about my account?
Please contact us on the following contact numbers for further information. Depending on your specific needs you may be asked to submit your request in writing.
What can I do if I don’t have the funds to pay my account in full immediately?
If you are unable to pay in full you can contact your Account Manager with us to discuss the possibility of a payment arrangement (paying via installments over an agreed period of time). You will need to provide information about your current financial situation as specified by your Account Manager, and then the proposed arrangement will have to be approved by our Client (to whom you owe the debt).
Why do I have to supply my financial details to arrange to pay by installments?
This provides our Client with the necessary information to determine whether you have the sufficient funds to pay now and/or the likelihood of being able to pay the installments given the agreed time frame.
What will happen if I ignore your attempts to contact me?
Any account holder who ignores our correspondence, or fails to update their contact details after they change, risks having the debt escalate. If your Creditor (to whom you owe the debt) is a member of the Credit Bureau they could list a default on your credit file, if they haven’t already done so. If they instruct us to commence legal proceedings against you and we are unable to contact you, this may progress without further notice.
Letting us know your details and being prompt in responding to any messages, also means that you are able to have control over which contact methods you would prefer we used. Your cooperation will assist both parties help resolve this unfortunate matter as soon as possible.
What is a credit file default?
Do I have a default on my credit file?
In Australia, credit files and credit ratings can be provided by credit bureaus, such as Veda. To get more information about how to order a copy of yours go to http://www.veda.com.au/
I’d like a third party to handle this matter on my behalf. How do I arrange this?
You may elect to have a third party, such as a family member/friend, financial councillor, solicitor or trustee, speak to us on your behalf. Do arrange this you will need to fill out a Third Party Authority Form which can be download from Useful Forms.
What happens if I declare Bankrupt?
Due to the serious consequences associated with entering into formal unmanageable debt arrangements such as Bankruptcy or debt agreements, we recommend that you view the available information on applicable government websites (see below) and/or seek independent legal advice.
For information regarding Bankruptcy:
How can I give feedback on my experiences with you?
Please view our Comments, Complaints and Suggestions Policy as well as the contact details of our Compliance Officer who will promptly attend to your feedback.
How do I lodge a complaint?
Please view our Comments, Complaints and Suggestions Policy as well as the contact details of our Compliance Officer who will promptly attend to your complaint.
I have received a letter from Linton Pitt Lawyers stating they are about commence legal proceedings. What does this mean? Do I still have time to pay?
We recommend that you contact your Account Manager urgently to discuss the status of your account, and to see if a resolution can be achieved as soon as possible.
Where can I get advice on how to best manage my debts?
The following links have useful information relating to how to stay on top of your commitments and what your options are if you cannot manage. The ASIC page (top link) has contact details for free financial councillors and an email option for free legal advice should you need it.
ASIC’s MoneySmart “Managing Debts: staying out of debt”
Australian Competition & Consumer Commission “Help when you’re in debt”
Australian Financial Security Authority “Options for dealing with unmanageable debt”
NSW Justice LawAssist “Dealing with debt”
New Zealand – Inland Revenue “Facing financial difficulty and debt”
I want to avoid getting into debt again, where can I get help managing my finances?
The following website contains very useful advice and tips to help you track your spending, create a budget and set savings goals to assist you in taking control of your finances.
ASICs MoneySmart https://www.moneysmart.gov.au/managing-your-money/budgeting
Disclaimer: The information displayed on this page is provided for information purposes only and does not constitute legal advice. If you have a legal problem, you should see a lawyer. Central Finance Management Group an affiliated companies aim to provide information that is accurate, however does not accept responsibility for any errors or omissions in the information provided on this page or incorporated into it by reference.