Frequently asked Q&A’s
How much does it cost?
Depending on your terms of trade, we offer a no collection no fee service, costs are recoverable from the debtor if you informed them (when they bought your products or engaged your services) that late payments will result in extra charges. You can give notice in the contract, on the back of a cheque, on publicly displayed notices or price lists, or on their application forms for credit cards or store cards.
What do you do?
We will make every effort to firstly negotiate full payment of the debt, if we believe this is not possible, we will then negotiate a repayment plan. We have a robust contact cycle that if unsuccessful we will then discuss with you the best way forward including legal services or a personal visit.
Will the debt affect their Credit Rating?
After instructing us with collection, if the debt remains unpaid at 21 days and we have been unable to negotiate payment we will register the debtor’s details with the two prominent reference agencies Equifax (formerly Veda) and Centrix. This will adversely affect their credit rating for 5 years from the date of default.
So how long will it take?
Our aim is always to collect debts immediately however, as you would already be aware this is not always possible and there can be many variables that will affect the recovery process. We strongly recommend that generally, do what you say you are going to do when chasing a debt, carry out that threat if not, what is the message you are sending? If your debtor is not paying you or is making broken promises, then progress the collection process and let us help. We will deliver a prompt and consistent approach that will lead to full recovery or provide you with options on how to proceed with recovery.
Can you trace our debtor?
Yes. We have access to both private and public databases that will help with tracing individuals.
Account Disputes & Complaints
At Resolve Collections Limited we are committed to acting fairly, transparently, and respectfully in all of our interactions. We understand that managing outstanding accounts can be stressful, and we want to ensure any concerns or disputes are handled promptly and correctly.
If you believe there is an error with an account, or if you have feedback regarding your experience with our team, please let us know so we can investigate.
How to Lodge a Dispute or Complaint
To help us resolve the matter quickly, please submit your dispute or feedback in writing. Please include your account reference number, your contact details, and any supporting documentation (such as receipts or correspondence).
• Email us: info@resolvecollections.co.nz
• Post to us: PO Box 3758, Richmond 7050
What Happens Next?
1. Acknowledgement: We will acknowledge receipt of your dispute within 2 business days.
2. Account Hold: While we actively investigate your dispute, we will temporarily pause active collection cycles on the disputed portion of the account.
3. Investigation: Our management team will review the details of the account, which may involve contacting the original business or council to clarify the details.
4. Resolution: We aim to provide a formal written response or resolution within 15 business days. If the matter is complex and requires more time, we will update you on our progress.
Your Rights
Our team operates strictly in accordance with New Zealand consumer laws, including the Fair Trading Act 1986 and the Privacy Act 2020.
If the account relates to local government rates or a public entity, you also have the right to escalate your concerns directly to the relevant council or the Office of the Ombudsman if you feel the matter has not been resolved fairly.
