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Hardship Done Right. For Customers and for Compliance.

Every collections team deals with customers in financial difficulty. The question is whether your process protects those customers and your business or exposes both to risk. 365 Collect provides a structured, auditable framework for managing hardship from the moment a customer raises difficulty through to resolution.
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The Regulatory Landscape

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In Australia, the National Credit Code and ASIC’s Regulatory Guide 271 set clear expectations for how licensees must respond to customers experiencing financial difficulty. In New Zealand, the Credit Contracts and Consumer Finance Act creates equivalent obligations.

 

Getting this wrong has consequences. Regulatory action, AFCA complaints, reputational damage, and, most importantly, real harm to vulnerable customers. Getting it right requires a process that’s consistent, documented, and auditable.

 

365 Collect builds that process into the platform.

Self-Service Hardship Applications

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For many customers, the hardest part of seeking help is making the phone call. 365 Collect’s self-service portal lets customers apply for hardship support online, describing their circumstances, uploading documents, and selecting their preferred arrangement type.

 

The result: structured data instead of handwritten notes from a phone conversation. Faster processing. A less stressful experience for the customer. And a complete, time-stamped record from the moment the application was submitted.

Guided Assessment

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When a hardship application arrives, 365 Collect surfaces the relevant information and walks the agent through a structured assessment. Compliance checkpoints are built into the workflow, agents are prompted at each step rather than relying on memory or experience. Decisions are recorded with the reasoning behind them, building a clear audit trail as the case progresses.

 

This consistency matters. Whether the application is handled by your most experienced agent or your newest hire, the process is the same. The compliance process is the same. The customer experience is the same.

Flexible Outcomes

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Not every hardship case looks the same, and the response shouldn’t be one-size-fits-all. 365 Collect supports multiple outcome types:

  • Reschedule payments
  • Reduced repayments
  • Payment holidays
  • Payment arrangements

Outcome types and approval workflows are configurable to your business rules. Agents are guided toward appropriate solutions for their authority level, with escalation paths built in for cases that require manager approval.