engagement profile Page 1 A Preventative Approach to Debt Collection and Hardship the challenge Our client, a Victorian regional water retailer, had recently restructured to accommodate its hardship function within its credit and collections operation. The intentions behind merging these groups were to place renewed effort on the growing hardship debt book, to bring the organisation further in line with best practice debt collection in the utilities sector and to increase the customer focus in both areas. With the new structure having recently been put in place, our client sought to refine the operating model for how these newly combined teams should function. In particular there was a need to understand the optimal processes and technologies to be employed to ensure

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