Code of Conduct
Debt Collection Code of Conduct
At Sentinel, we’re committed to fair, respectful, and responsible debt collection practices. This Code sets out how we work with both clients and debtors to manage overdue accounts in a way that is ethical, legal, and professional.
Our Principles
We will always:
• Treat debtors with dignity and respect
• Be honest and clear about debts
• Ensure transparency around debtor rights
• Follow all applicable laws and industry standards
• Avoid unreasonable pressure, harassment, or aggressive tactics
When We Contact You
We only make contact during sociable hours:
• Monday to Friday: 7:00 AM – 8:00 PM
• Saturday: 8:00 AM – 7:00 PM
• Sunday & Public Holidays: No contact, unless you’ve specifically asked us to
How Often We’ll Contact You
We limit our contact to a maximum of 5 attempts per day, total, across all methods (phone, SMS, email, etc.).
How We Communicate
When we contact you, we will:
• Identify ourselves clearly;
• Explain why we’re reaching out;
• Be respectful and professional;
• Provide accurate, honest information.
We won’t:
• Threaten, mislead, or pressure you;
• Pretend to be someone we’re not (e.g. a government agency or legal authority);
• Use hidden or blocked phone numbers unless necessary.
If You’re Facing Hardship or a Dispute
If you are an individual, and you:
• Disagree with the debt;
• Are facing financial hardship;
• Need more time or support;
…let us know. We’ll pause the collection activity while we investigate the issue. We may ask for information and work with you to find a reasonable solution.
(Note: This transparency applies even though Sentinel primarily handles commercial debts.)
Accountability
Our team is trained to follow this Code, and we regularly review our approach to ensure we meet high standards of service and responsibility.
The this Code is also key to our internal policies and standards.
Get in Touch
If you have questions or concerns about how we’ve contacted you, or how your account is being handled, please reach out. We’re here to help.
📧 collections@scs-nz.com
📞 0800 102 870
We aim to respond within two business days.