2.34 Regulatory Controls – Update Customer Contact

This topic describes the systematic instructions to update a customer’s contact details within the regional debt collection regulatory controls.

Debt collection is subject to regulations worldwide that are intended to safeguard consumers from abusive practices, ensure transparency, and promote fair treatment. As part of this, the system must support updating and maintaining customer contact details in compliance with debt collection regulations. Collectors may capture updated details directly from the consumer, while third-party contacts are limited solely to obtaining location information without disclosing the debt and must not involve repeated outreach unless prior information is found to be incorrect or the third party requests follow-up.

The key features of this functionality are:

• Ability to define and update customer contact details including address, email and phone number.
• Ability to define and update customer’s contact preferences.
• Ability to capture an alternate point of contact incase the primary party is not available.
• Ability to maintain an audit trail of all updates.
• Ability to share the required information to the dialer system based on configuration.