Parent debt calls after being contacted by ACG.
If a parent calls TheirCare after being contacted by ACG, the customer support team will follow a clear and consistent protocol. Our role is to redirect the parent back to ACG, as TheirCare is no longer authorised to manage the debt.
After having a quick look at the account in question and qualifying the debt, here's a guide on what to say and do:
Acknowledge and Explain
Start by acknowledging the parent's call and their situation, then clearly explain that the debt on the account is no longer managed by TheirCare.
- Acknowledge: "I understand you're calling about your account that has been transferred to the Australian Collections Agency."
- Explain the change: "Once an account is transferred to ACG, we no longer have access to the debt to accept payments or discuss the debt. All communication must now go through them."
Provide a Clear Call to Action
Direct the parent to contact ACG and provide them with the necessary information to do so.
- State the action: "To resolve this matter, you will need to speak directly with the Australian Collections Group."
- Provide contact information: "You can reach them on 02 9052 6779 or via email at accounts@australiancollections.com.au." Offer to transfer them to ACG!
- Offer a helpful tip: "ACG will be able to help you with any questions you have and discuss a payment arrangement."
Conclude the Call
End the conversation politely and firmly, reinforcing the message that TheirCare cannot help further with this debt issue.
- Maintain politeness: "I'm sorry we can't assist you directly with this, but ACG is the right team to speak with now."
- Reiterate the main point: "Just to confirm, all debt-related enquiries and payments need to be made directly to the Australian Collections Group."