ARL has earned a strong reputation with organisations in the Utilities sector for successfully managing their debt recovery requirements, providing value add services and improving business processes and results. ARL employs leading technology and analysis techniques to determine appropriate collection strategies and maximise results for its consumer clients. As part of the commitment to the utility sector, ARL has a Regional Manager - Business Development whose role is to focus on the special requirements of the utility sector and to continue the commitment of specialisation in this industry. Working closely with the Regional Manager - Business Development are the Utility Collection Teams, Collections Manager and the Compliance Manager, combine their experience to ensure high and consistent collection rates.
Water Sector Debt Collection
ARL has relationships with both Metropolitan and Regional Water Companies across Australia. ARL has worked very closely with Water clients to establish processes that meet and exceed the minimum requirements set out in State based legislation and regulation. ARL works as an extension of the Water Companies own office and is a true partner, constantly looking to improve processes and collection strategies, as well as enhancing the customer experience.
ARL understands the culture and can deliver the customer service based approach that Water Companies desire. Strict compliance and training assists in recognising potential hardship cases and ensures that any disputes are identified and captured at an early stage in the process. Similarly, any potential Ombudsman cases are always dealt with in an efficient and timely manner in order to protect the Water Companies brand and enhance the customer interface.
Energy Sector Debt Collection
ARL currently partners with Energy Companies throughout Australia, including three of the largest national retailers of electricity and gas. This experience ensures that ARL has a sound understanding of the role of the industry specific regulators at state and federal level. ARL’s utility division has regular training sessions on relevant industry topics such as recognising and dealing with hardship, engaging the debtor and negotiating successful payment arrangement.
Many of the energy accounts that come to ARL have limited contact information and ARL employs the latest data washing techniques and search engines to ensure that the most current contact information is obtained.
Value Add Services for Utilities
Site visits – through its subsidiary company Statewide Mercantile Services, ARL has access to a Team of Field Agents and can arrange for site visits to debtor’s premises to conduct interviews, identify possible hardship cases, engage the debtor at an earlier stage in the process and where required, fit water restrictors or deliver disconnection notices. This service is provided nationally.
Reminder call/letter campaigns – ARL conducts first party campaigns to improve cash flow at an earlier stage in the collection cycle. Due to employing the latest in predictive dialler technology, ARL can service very high volumes of accounts quickly and efficiently with impressive reporting capabilities. All results can be provided to clients in a format that ensures easy upload into their system.
Disconnection Campaigns – ARL conduct these campaigns on ‘active’ debt for energy clients prior to disconnection of a customer’s service.