Custom Commercial Services Pty Limited

Frequently Asked Questions

Debt Collection, Legal Recovery & Council Debt Management

Sydney  |  Wollongong  |  Newcastle  |  Regional NSW

Need assistance now? Our team is here to help you resolve outstanding accounts quickly and ethically. Call us on 1300 853 088 or connect via our Contact Page to lodge a debt for immediate collection.

Frequently Asked Questions About Debt Collection in NSW

Custom Commercial Services receives enquiries from businesses, healthcare providers, schools, councils, and individuals across New South Wales regarding debt recovery, legal enforcement, field calls, and account management. The following FAQs provide general information about the debt collection process and common recovery options available throughout Australia.

1. Debt Collection Frequently Asked Questions

To recover an unpaid invoice, you should first send a clear, written reminder followed by a formal Letter of Demand if payment isn’t made. If the debtor remains unresponsive, engaging a professional debt collection agency like Custom Commercial Services is the most efficient next step before considering court action.

With Custom Commercial Services, it’s simple: No Collection, No Commission. Our commission fees are only payable once a successful recovery outcome is achieved. While minor, out-of-pocket expenses apply for account setup, postage, and search fees, these costs are kept to a minimum — offering a far more cost-effective solution from day one than a traditional law firm or competing debt collection agency.

Once you instruct us to step in, our process generally follows these steps:

  1. Escalate: If standard collection fails, we discuss field calls or legal options with you.
  2. Review: We assess your documentation (invoices, agreements, emails).
  3. Verify: We confirm the debtor’s current contact details and address.
  4. Contact: We issue a formal demand and initiate phone and email contact.
  5. Resolve: We secure payment in full or negotiate an approved payment arrangement.

In Australia, a debt collector can legally contact a debtor via phone, mail, email, or in-person visits to request payment, negotiate payment plans, or serve court documents. However, all contact must strictly respect privacy laws and adhere to ACCC/ASIC guidelines, which prohibit harassment, coercion, or misleading conduct.

Yes. Debt collectors or field agents can legally visit a residential address to make face-to-face contact, clarify a debtor’s financial situation, or serve legal documents. These visits must be conducted during reasonable hours and in a professional, non-threatening manner.

In New South Wales and most Australian states, a debt generally becomes statute-barred (meaning it can no longer be legally enforced through courts) six years from the date it became due, or six years from the last time the debtor made a payment or acknowledged the debt in writing.

A Letter of Demand is a formal document sent to a debtor stating the exact amount owed, what the debt is for, and a strict deadline for payment (usually 7 to 14 days). It serves as a final warning that legal action may commence if the deadline is missed.

We recover a wide range of commercial and consumer accounts, including:

  • Unpaid invoices and trade accounts
  • Professional service fees
  • Medical and healthcare accounts
  • School and education fees
  • Council rates, water charges, and sundry debtor accounts
  • Rent arrears and judgment debts

In many cases, yes. However, time is a critical factor due to legal limitation periods. The sooner a debt is referred to us, the higher the chance of a successful recovery. Even if a debt is approaching or past its limitation period, alternative negotiation strategies can still yield results.

Not necessarily. Our team prioritises a professional, respectful, and objective approach. By treating debtors firmly but courteously, we frequently resolve outstanding balances amicably while preserving your ongoing commercial relationships.

Yes. We utilise a variety of compliant skip-tracing databases, public records, and investigative tools to locate individuals and businesses that have changed their address or contact information.

Absolutely. Every action we take is strictly aligned with:

  • Australian Consumer Law
  • The Privacy Act 1988
  • ACCC and ASIC Debt Collection Guidelines
  • Relevant state and territory legislation

It depends on your original terms of trade, contracts, or credit agreements. If your terms clearly state that the debtor is liable for recovery expenses, or if the matter proceeds to court and a judgment order allows it, these costs can often be added to the debt.

Yes. We can manage early-stage overdue accounts on your behalf using soft reminders, regular payment monitoring, and systematic debtor communication before formal collection agency intervention becomes necessary.

2. Commercial Debt Recovery FAQs

When a company refuses to pay, you should immediately verify if there is a genuine dispute regarding your goods or services. If there is no dispute and they simply refuse to pay, you can escalate the matter to a collection agency or issue a statutory demand under the Corporations Act.

Yes. We routinely recover funds from proprietary companies, sole traders, partnerships, and trusts across a broad spectrum of industries, including wholesale, trade suppliers, transport, professional services, manufacturing, and retail.

To get started, please provide:

  • Debtor’s legal name, ABN/ACN, and last known contact details.
  • Copies of outstanding invoices and a current statement of account.
  • Signed agreements, credit applications, or terms of trade.
  • Relevant emails or text messages regarding the outstanding balance.

We thoroughly investigate the details of the dispute. By reviewing your supporting documents — such as signed variation orders, delivery dockets, or clear email trails — we help establish the validity of your claim and guide a compliant resolution.

Yes. Through our trusted legal partner, MCW Lawyers, we assist businesses in drafting clear credit applications and terms of trade. Well-structured documentation sets clear payment expectations from day one and strengthens your position if enforcement becomes necessary.

If a company enters liquidation, recovery options become more limited. However, creditors may still be entitled to lodge a proof of debt with the appointed liquidator and participate in any dividend distribution. Early action before insolvency occurs significantly improves recovery prospects and increases the likelihood of a successful outcome.

3. Healthcare & School Fee Collection FAQs

Yes. Patient accounts and outstanding school fees require an empathetic, highly ethical approach to protect your brand reputation. Our strategies are specifically tailored to be compliant and respectful, ensuring we preserve the unique trust your organisation has built with its patients, families, and community.

4. Council Rates Recovery FAQs

Yes. Unpaid council rates, charges, and water fees are fully recoverable under the Local Government Act. Because these charges are securely attached to the property itself, councils hold a strong position when pursuing recovery.

Councils generally follow a structured recovery pathway that includes overdue notices, telephone follow-ups, formal letters of demand, and field call visitations. If these steps fail, matters can escalate to court proceedings, garnishee orders, or, as a last resort, sale of the property to recover unpaid rates.

Yes. We focus specifically on rates, water, and sundry debt recovery for Local Government councils. Our processes deliver compliant, community-conscious solutions that protect council revenue while maintaining ratepayer trust and statutory alignment.

A field call is a formal, in-person visit to a debtor’s or ratepayer’s property. The goal is to re-establish communication, confirm occupancy, and negotiate a workable resolution face-to-face. All field calls are conducted respectfully and strictly within regulatory guidelines.

We provide field calls and account administration across metropolitan, regional, and remote NSW, including dedicated rural council circuits.

Yes. We provide prompt, professional process serving across Sydney and Regional NSW, ensuring court documents are delivered accurately and in full compliance with court rules.

Yes. In addition to rates recovery, we assist councils with overdue water charges, waste management charges, licensing fees, animal control debts, property-related charges, and a wide range of sundry debtor accounts. Our tailored recovery processes help maximise revenue while maintaining compliance and community confidence.

6. Information for Debtors FAQs

Please contact our office as soon as possible to discuss the account, clear up any misunderstandings, or arrange payment. Engaging early opens up more flexible, constructive options.

In many cases, yes. Reasonable payment arrangements can often be negotiated based on your current financial situation and our client’s instructions. Contact our team to discuss what is realistic for your circumstances.

Get in touch with us immediately. We handle every interaction with respect, empathy, and strict adherence to the ACCC, ASIC, and Privacy Act guidelines to help find a viable path forward.

It may. Depending on the account type, the terms of your original contract, and whether formal default listing actions are pursued, an unresolved debt can negatively impact your credit file under Australian credit reporting laws.

Need Help Recovering an Overdue Account?

Whether you’re a business, healthcare provider, school, professional practice, or local council, Custom Commercial Services can assist with debt recovery, field calls, legal recovery, process serving, and account management throughout New South Wales and Australia.

Our clients benefit from:

  • No Collection, No Commission
  • Experienced Debt Recovery Professionals
  • Specialist Council Debt Recovery Services
  • NSW-Wide Field Call Coverage
  • Professional Process Serving
  • Seamless Escalation to Legal Recovery
  • Transparent Reporting and Communication
  • Ethical and Compliant Collection Practices

Call 1300 853 088 or submit an enquiry through our Contact Page to discuss your matter with our team.