Helping customers who can't pay

CSL approach customers in trouble with meeting debt payments is to directly contact the customer early. For this reason, customers enter the CSL ‘s debt management process as soon as their loan becomes one day overdue.

Through this process over 95% of customers successfully meet their obligations. External collection agents are not engaged until customer’s arrears are at least 180 days past due and only after all internal collection avenues have been exhausted. Collection agents are monitored and audited on a ongoing basis.

We also have a dedicated team that looks after the less that 5% of customers in debt who face genuine hardship arising from a change in personal circumstances such a family breakdown, job loss, illness or family death.