Lesson 1, Topic 1
In Progress

2.2. Maintain accurate records

ryanrori January 23, 2021

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Accurate record keeping by all parties—collectors, creditors and debtors—can be vital to promptly resolving disputes and can mean avoiding collection activity completely. Collectors: 

  • ƒ Maintain full and accurate records of all communications with debtors, including the time, date and nature of calls about the alleged debt, records of any visits in person, and records of all correspondence sent. Any payments made towards a debt should also be accurately recorded. 
  • ƒ Make sure your written correspondence (like automatically generated letters) to debtors is consistent with your verbal communications and vice versa. For instance, avoid sending automatically generated letters that state ‘numerous attempts have been made to contact you’ when no such attempts have been made, or sending letters to a debtor directly when the debtor has appointed a representative. 
  • It’s generally inappropriate to send reminders or other correspondence about the consequences of non-payment when: 
  • a temporary stay of action or enforcement has been granted 
  • liability for the debt has been disputed and the creditor/collector has not provided information that they agreed to provide. 

Ensure that any automatically generated letters are consistent with any payment arrangements that you or the creditor have made with the debtor. 

Avoid misrepresentations about the amount of a debt, e.g. stating or implying that a debtor is liable for collection charges or fees that you are not legally entitled to claim, or demanding payment for an amount that does not account for payments already made by the debtor.


  • Ensure useful and accurate information about an alleged debt is available to both collectors and debtors. You have a responsibility to assist the collection process by ensuring that accurate and full information is provided to, or readily obtainable by, the collector. Creditors must also ensure that assigned or contracted debts have not already been settled.


  • Online or paper diaries and calendars should be used to put important dates, meetings and events in to ensure that nothing will clash. Dates when tasks must be completed should be entered into diaries and calendars to keep track of and make it easier to set aside time to complete them in time.

Diaries are a way of keeping a copy of a diary on a computer. This allows the user to browse their appointments, and mark appointments on electronic “diary pages”. Since the computer holds the details of each appointment users can be reminded in advance of meetings and appointments. The use of computers also introduces flexibility into the format of diaries, presenting different views, such as by year, month or week. Unlike a paper diary, the computer automatically adds new pages when needed, extra room for each day, and retains copies of diaries for years gone past.