ARL's Code of Conduct sets out the minimum standards required of all of our people. The Code adopts the ASIC/ACCC Guidelines as standard operating practice, and compliance with the Code is a compulsory element of continued employment with ARL. Additionally, ARL is a member of the Australian Collectors and Debt Buyers Association and adheres to their Code of Practice.
When it comes to statutory compliance regimes, including those relating to Privacy and Trade Practices, ARL offers industry leading business practices and procedures.
Our internal processes are designed to ensure your security and comfort. Detailed training and accreditation processes ensure ongoing compliance with all legislative requirements of Privacy, Trade Practices and Credit and Finance, and best practice standards. Policies and Procedures are under constant review through internal audits as part of our quality accreditation program, which monitors and measures adherence to legislative and regulatory requirements and industry codes of practice.
Code of Conduct
Professional Industry Association Memberships
ARL is committed to being a responsible corporate citizen of the communities in which it operates and is an active participant in business organisations at the local, regional and national level.
ARL maintains awareness of developments affecting the industry and makes a positive contribution to raising professional industry standards through the following organisations. All memberships listed below are current.
- Australian Collectors & Debt Buyers Association (ACDBA)
- ACA International
- Australian Institute of Credit Management (AICM) - ARL is a Corporate member
- Institute Mercantile Agent (IMA)
- Credit Services Association UK
- Revenue Managers Association (RMA) - Victoria
- NSW Revenue Professionals Inc. (NSWRP) - New South Wales
- Local Government Professionals (LGPro) – Victoria
ISO and PCI DSS Compliance
ARL is certified and operates a Quality Management System (ISO 9001:2015) and an Information Security Management System (ISO/IEC 27001:2013) and both systems are externally audited. ARL maintains Payment Card Industry Data Security Standard (PCI DSS) certification. Attestation of Compliance (AOC) can be provided upon request.
Compliance with the most stringent licensing requirements is mandatory within ARL.
Collection staff must comply with the appropriate Trust Account rules and collection practices and standards. As a collection service provider, all requirements are incorporated into ARL’s business management processes and business models. State licensing registration details are renewed annually.
Quality Management System
ARL is accredited to the International ISO 9001:2015 standard and has a fully functional quality management system that is accessible to all ARL staff via the company intranet. The organisation’s ISO 9001 certification is an internationally recognised quality management standard based on good management principles. Policy and procedural documentation is added to the QMS database via strict document control procedures. The QMS is supported, maintained, audited and subject to continuous improvement as a way to ensure that the businesses productivity and performance goals are achieved.
ARL has a community partner who specialize in advising our Learning and Development courses, policies, code of conduct, values, and general operations.
Our Learning and Development team have developed a number of courses with our community partner on topics such as dealing with customers in hardship, which form part of our induction program for all new employees, along with optional refresher courses for all employees.
Learning and Development
All new ARL employees undertake a thorough induction process, with a week of face to face compliance training and six-week total induction period
Our training and education programs are regularly reviewed and upgraded to benefit from the findings and outcomes achieved in the call monitoring and complaints handling process, with an aim to constantly improve communication and service to enhance customer experience.