Overdue Account Contact

Outstanding Collections offers greater engagement with your ratepayers. We personally attempt to contact every ratepayer by phone, SMS or email prior to legal action to encourage them to pay. Having greater engagement with your ratepayers helps identify hardship and various other circumstances preventing the ratepayer from sustainably paying their rates.

Our calls are polite and engaging, so Ratepayers feel valued by Council. We find taking a kind and compassionate approach gives ratepayers the confidence to explain their situation and get the motivation to find a solution to their increasing debt. Calls explain the consequences of not paying, so Ratepayers are well informed of the consequences of their choices.

Overdue Account Contact reduces the workload for Council’s as calling ratepayers can be time-consuming. Calls are from Local Government experts, so Council’s brand is protected. This service helps Councils to comply with recent OLG Guidelines by discovering genuine hardship. The results are much higher rates of payment before legal action commences.

The benefits out weigh the cost as more Ratepayers pay without the extra cost of legal action, leading to rates being recovered quicker, and therefore rates outstanding levels fall faster. Families and communities can avoid the extra cost and stress of legal action. Community social and financial problems, overflowing from families which are being sued, are reduced.

Note: Calls are recorded, with the Ratepayer’s consent, and available to Council to review through our online Portal.


1. Council refers files to us with any known contact details.
2. Outstanding Collections:

a.   Sends a Letter of Demand.
b.   Sends an SMS or email.
c.   Makes a phone call.

3. If debt amount is greater than the threshold or legal action, Outstanding Collections:

a.   Sends a Summons Warning letter.
b.   After 14-days commences legal action, after approval from Council.


•   The process stops if a debtor pays in full or makes a satisfactory arrangement.
•   The method of contact may vary if only partial contact details are known.
•   To avoid undermining the messaging, diluting the impact and delaying recovery of the        debt, no additional personal contact attempts are made.
•   Repeating all or part of the process, e.g. sending another Summons Warning Letter,            incurs a new Overdue Account Contact Fee.