Our Commitment to Compliance Excellence
At CCSG, we take pride in our unwavering commitment to compliance, ensuring our practices not only meet but exceed industry standards. Compliance is not just a requirement; it’s one of our core values and a cornerstone of our services.
Operating within a highly regulated and compliance-focused industry, we take our responsibilities seriously. Our team understands the importance of adhering to industry regulations and guidelines, which is why all our employees undergo rigorous training and education before assisting our customers. This dedication ensures we deliver the best possible outcomes for our clients.
Exceeding Industry Standards with Integrity
Our ISO27001 and ISO9001 certifications, coupled with our adherence to industry-specific guidelines (ACCC/ASIC Debt Collection Guidelines) demonstrate our unwavering dedication to ethical practices and exceptional service.
When you partner with us, you can trust that your needs will be met with the highest level of professionalism and integrity. Experience the difference that compliance-focused excellence can make—choose CCSG for all your debt collection and legal recovery needs.
If you wish to learn more about our compliance practices and how we can assist you, please contact us on 02 8568 6500. Our offices are open Monday to Friday, 8:30 AM to 5:30 PM AEST.
Certifications
ISO 27001 Information Security Management Systems
In an age where data security is paramount, our ISO27001 certification underscores our commitment to protecting sensitive information. This certification confirms that we have implemented strict information security controls safeguarding client and customer data. You can be confident that your data is handled with the utmost care and in compliance with international data security standards. Our commitment to data security extends to our comprehensive privacy policy, ensuring that your information is handled with the utmost care and transparency. For a detailed overview of how we handle and disclose data, please refer to our disclosure policy.
ISO 9001 Quality Management Systems
ISO 9001 certification signifies our dedication to quality management and continuous improvement. Our business processes focus on ensuring our clients and customers receive services of the highest standard, promoting trust and confidence in our capabilities and enhancing satisfaction.
Upholding Excellence and Integrity in Debt Recovery
At CCSG, we are committed to the highest standards of ethical and legal compliance across all aspects of our operations. From adhering to stringent legislation and providing compassionate support during financial hardship, to ensuring the continuous professional development of our staff and maintaining transparency in complaints resolution. Our practices are designed to protect consumer rights while delivering effective debt recovery solutions, reflecting our dedication to commitment, compliance, service, and greatness.
Legistlation
We are required to strictly comply with various legislation including:
- National Consumer Credit Protection Act 2009 which codified the professional standards of conduct and regulations within the finance industry including the establishment of the National Credit Code.
- ASIC/ACCC Debt Collection Guideline which aims to assist creditors, collectors and debtors understand their rights and obligations, and ensure that debt collection activity is undertaken in a way that is consistent with consumer protection laws.
- General Insurance Code of Practice which sets out the standards that general insurers must meet when providing services to their customers. These obligations (including understanding vulnerability and financial hardship) extend to service suppliers acting on their behalf.
- Privacy laws and principles to protect individual’s privacy rights and maintain legal obligations.
Complaints
Our Complaints process aligns with the requirements of RG271
Our complaints process is aligned with the requirements of RG271 Internal Dispute Resolution, a regulatory guide indicating compliance with relevant standards for complaint handling. We also adopt any client specific processes for reporting complaints.
Hardship
At CCSG we are committed to taking extra care with customers who experience financial hardship.
We want to help customers during times of financial difficulty and have adopted policies, programs, practices, and support services to do this.
We offer partial or full outsourced hardship management solutions to our clients, large and small across a range of different industry sectors.
Training
Our staff complete regular compliance training to stay up to date on regulatory requirements, industry standards and organisational policies ensuring compliance with laws and regulations relevant to their roles.
Call Monitoring
We conduct regular call monitoring to ensure that our collections staff adhere to industry regulations, client requirements and company policies, maintaining high-quality standards in communication and ensuring customers and their authorised representatives are treated respectfully and fairly.
Industry partnerships
We have memberships with a number of peak bodies in Australia, demonstrating our commitment to excellence in the Collections and Legal industries.
As a member of Auscontact we connect with our peers in the contact centre community to drive the industry forward supporting growth and excellence.
We are members of the Institute of Mercantile Agents (IMA), highlighting our commitment to professionalism, ethics, and excellence in debt collection.
We proudly uphold the principles of professional excellence and integrity as active members of the Law Society of NSW, reflecting our ongoing commitment.
As members of the Australian Finance Industry Association (AFIA), we committed to excellence, integrity, and ethical standards in the finance industry.
As members of the Australian Institute of Credit Management (AICM), we commit to upholding high standards in credit management.
Experience Our Unique Collaborative Advantage in Debt Recovery
What sets us apart is the collaborative synergy between our debt collectors, solicitors, and investigators. By operating together under one roof and utilising a shared computer system, our team ensures unparalleled efficiency and consistency in managing our clients’ accounts. This unified approach not only optimises our operational effectiveness but also guarantees that all professional staff working on your accounts are informed and aligned with your objectives, offering you peace of mind and confidence in our services.