Quality Policy

Our Quality Commitment

Australiawide Mercantile Agency is committed to providing the highest quality mercantile services to our clients. Quality is not an afterthought — it is embedded in everything we do, from agent selection and training through to service delivery and reporting.

Quality Objectives

• To deliver mercantile services that consistently meet or exceed client expectations
• To maintain full compliance with all relevant legislative and regulatory requirements
• To ensure all field agents are appropriately trained, licensed and assessed on an ongoing basis
• To respond to client queries and escalations in a timely and professional manner
• To continuously review and improve our processes and procedures
• To protect the good name and reputation of our clients at all times

Agent Standards

Every field agent in our consortium is subject to our strict quality standards:

• Must hold all required licences for their state or territory
• Must complete ongoing compliance training against NCCP, ASIC and Privacy Act requirements
• Must carry appropriate insurance as required
• Must adhere to our Code of Conduct in all client and debtor interactions
• Subject to ongoing performance monitoring and review

Insurance Standards

We maintain the following insurance coverage as a minimum standard for our operations:

• Public Liability Insurance — $10,000,000
• Professional Indemnity Insurance — $10,000,000
• Workers Compensation Insurance — all agents

Continuous Improvement

We regularly review our quality management processes to identify opportunities for improvement. Client feedback is actively sought and used to drive enhancements to our service delivery. Our National Compliance and Office Manager is responsible for the ongoing development and maintenance of our Compliance and Quality Program.

Client Complaints

We take all complaints seriously. Any complaint received from a client will be acknowledged within 2 business days and investigated thoroughly. Our goal is to resolve all complaints fairly and promptly, and to use them as opportunities to improve our services.

To lodge a complaint, please contact our National Compliance Manager at: