In Focus Collections
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pass an examination to qualify for certification and the final decision is
made by a judge. The exam tests an agent’s knowledge of
the law, as well as the industry standards they must meet. Agents usually wear body-worn cameras
to record their visits on film. Film footage is constantly reviewed to monitor agents’ conduct and performance. Agents’ vehicles will often be tracked by
satellite, and their telephone use monitored and recorded. It is this extensive supervision that enables
us to rule decisively when complaints are brought against enforcement agencies. In the vast majority of cases, standards are being upheld and agents are acting responsibly. There is no question that a visit from
an enforcement agent can be distressing and emotionally charged, but it is often necessary as a last resort when it has not been possible to make contact for whatever reason.
Complaint levels Despite this, complaint levels are extremely low and most complaints arise through a lack of understanding of the process, rather than the conduct of the enforcement agent.
For example, people object to the fees
added for collection, but these are statutory and set by the government. At other times, people will complain that
a payment was pursued while a fine was being contested with the council. Unless the council instructs otherwise, the enforcement agency must execute the warrant to collect the debt. A three-year review, along with the call for
A three-year review, along with the call for evidence, presents an excellent opportunity to explain how the regulations apply and thereby reduce the number of ‘complaints’ that are simply an expression of frustration with the law
evidence, presents an excellent opportunity to explain how the regulations apply and thereby reduce the number of ‘complaints’ that are simply an expression of frustration with the law.
Conclusion It is clear that the reforms implemented in 2014 have gone a long way to addressing questions about enforcement practices and, while enforcement agents cannot control debt levels, they can work with all parties to ensure enforcement practices are fit for a modern industry. CCR
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www.CCRMagazine.com
May 2018
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