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"version": 3,
"chunks": [
{
"doc_id": "POL-COLL-004",
"cite_id": "POL-COLL-004",
"title": "Collections Hardship and Vulnerable Customers Policy (POL-COLL-004, v4.2)",
"doc_type": "policy",
"version": "4.2",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-004_v4.2_EN.md",
"section": "§4.1",
"heading": "Purpose and scope",
"text": "This policy sets how Maple Bank identifies and supports customers in financial hardship or in vulnerable\ncircumstances while an account is in collections. It applies to credit cards, personal loans, auto loans,\nlines of credit, mortgages and overdraft facilities, in all provinces.",
"chunk_id": 0,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-004 §4.1",
"units": [
"This policy sets how Maple Bank identifies and supports customers in financial hardship or in vulnerable circumstances while an account is in collections.",
"It applies to credit cards, personal loans, auto loans, lines of credit, mortgages and overdraft facilities, in all provinces."
]
},
{
"doc_id": "POL-COLL-004",
"cite_id": "POL-COLL-004",
"title": "Collections Hardship and Vulnerable Customers Policy (POL-COLL-004, v4.2)",
"doc_type": "policy",
"version": "4.2",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-004_v4.2_EN.md",
"section": "§4.2",
"heading": "Recognising hardship and offering options",
"text": "Financial hardship is a temporary or lasting inability to meet payments because of a change in\ncircumstances: reduced hours or pay, job loss, waiting for Employment Insurance (EI), illness or disability,\nbereavement, separation, a strike or lockout, a natural disaster or evacuation, or a payment increase after a\nrate reset.\n\nWhen a customer states a hardship the agent must:\n1. Acknowledge it and record `hardship_flag` with the stated reason.\n2. Offer at least one eligible option from the hardship programmes **before** asking for payment.\n3. Not request a payment the customer has said they cannot afford.\n\nEligible options include:\n- **3-month reduced payment (HP-LOAN-RED3)**: pay 50% of the regular payment for **3 months**; interest keeps\n accruing; the missed amount is added to the end of the term. Maximum days past due 90.\n- **Reduced minimum payment (HP-CARD-MIN)** on cards for 3 months.\n- **Reduced interest rate (HP-CARD-RATE)** for 6 months.\n- **Payment deferral / skip a payment** (HP-CARD-SKIP, HP-LOAN-SKIP), once in 12 months.\n- **Term extension (HP-LOAN-EXT)** up to 12 months, approved by a hardship specialist.\n- **Debt management plan (HP-DMP)** when a non-profit credit counsellor represents the customer.\n\nCustomers in a bankruptcy or consumer proposal are not eligible (see §7.3 of POL-COLL-001).",
"chunk_id": 1,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-004 §4.2",
"units": [
"Financial hardship is a temporary or lasting inability to meet payments because of a change in circumstances: reduced hours or pay, job loss, waiting for Employment Insurance (EI), illness or disability, bereavement, separation, a strike or lockout, a natural disaster or evacuation, or a payment increase after a rate reset.",
"When a customer states a hardship the agent must:",
"Acknowledge it and record hardship_flag with the stated reason. <<num>>",
"Offer at least one eligible option from the hardship programmes before asking for payment. <<num>>",
"Not request a payment the customer has said they cannot afford. <<num>>",
"Eligible options include:",
"3-month reduced payment (HP-LOAN-RED3): pay 50% of the regular payment for 3 months; interest keeps accruing; the missed amount is added to the end of the term. Maximum days past due 90.",
"Reduced minimum payment (HP-CARD-MIN) on cards for 3 months.",
"Reduced interest rate (HP-CARD-RATE) for 6 months.",
"Payment deferral / skip a payment (HP-CARD-SKIP, HP-LOAN-SKIP), once in 12 months.",
"Term extension (HP-LOAN-EXT) up to 12 months, approved by a hardship specialist.",
"Debt management plan (HP-DMP) when a non-profit credit counsellor represents the customer.",
"Customers in a bankruptcy or consumer proposal are not eligible (see §7.3 of POL-COLL-001)."
]
},
{
"doc_id": "POL-COLL-004",
"cite_id": "POL-COLL-004",
"title": "Collections Hardship and Vulnerable Customers Policy (POL-COLL-004, v4.2)",
"doc_type": "policy",
"version": "4.2",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-004_v4.2_EN.md",
"section": "§4.3",
"heading": "Evidence",
"text": "Income evidence is not required for programmes of 3 months or less. Term extensions and debt management\nplans require evidence of income and expenses.",
"chunk_id": 2,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-004 §4.3",
"units": [
"Income evidence is not required for programmes of 3 months or less.",
"Term extensions and debt management plans require evidence of income and expenses."
]
},
{
"doc_id": "POL-COLL-004",
"cite_id": "POL-COLL-004",
"title": "Collections Hardship and Vulnerable Customers Policy (POL-COLL-004, v4.2)",
"doc_type": "policy",
"version": "4.2",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-004_v4.2_EN.md",
"section": "§4.4",
"heading": "Hardship specialists",
"text": "Cases with an accepted plan move to the `hardship_specialist` queue. Specialists review the plan monthly\nand contact the customer 10 days before the plan ends.",
"chunk_id": 3,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-004 §4.4",
"units": [
"Cases with an accepted plan move to the hardship_specialist queue.",
"Specialists review the plan monthly and contact the customer 10 days before the plan ends."
]
},
{
"doc_id": "POL-COLL-004",
"cite_id": "POL-COLL-004",
"title": "Collections Hardship and Vulnerable Customers Policy (POL-COLL-004, v4.2)",
"doc_type": "policy",
"version": "4.2",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-004_v4.2_EN.md",
"section": "§4.5",
"heading": "Vulnerable customers",
"text": "A customer may be vulnerable because of serious illness, mental health, cognitive decline, bereavement,\nfinancial abuse, a difficult domestic situation, or a natural disaster. Vulnerability is a **safeguard,\nnever a risk factor**: it must not lower a customer's priority for help or be used to predict repayment.\nVulnerable customers are assigned to an agent who has completed vulnerable-customer certification\n(`vulnerable_customer_certified`). Agents use script SCR-VUL-EN / SCR-VUL-FR, allow extra time, and may\npause contact for up to 30 days. Re-review the flag every 90 days.",
"chunk_id": 4,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-004 §4.5",
"units": [
"A customer may be vulnerable because of serious illness, mental health, cognitive decline, bereavement, financial abuse, a difficult domestic situation, or a natural disaster.",
"Vulnerability is a safeguard, never a risk factor: it must not lower a customer's priority for help or be used to predict repayment.",
"Vulnerable customers are assigned to an agent who has completed vulnerable-customer certification (vulnerable_customer_certified).",
"Agents use script SCR-VUL-EN / SCR-VUL-FR, allow extra time, and may pause contact for up to 30 days.",
"Re-review the flag every 90 days."
]
},
{
"doc_id": "POL-COLL-004",
"cite_id": "POL-COLL-004",
"title": "Collections Hardship and Vulnerable Customers Policy (POL-COLL-004, v4.2)",
"doc_type": "policy",
"version": "4.2",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-004_v4.2_EN.md",
"section": "§4.6",
"heading": "Protected grounds",
"text": "Decisions must never use protected grounds (for example gender, marital or family status, citizenship,\nnational or ethnic origin, religion, disability or age as a protected ground). Information a customer shares\nabout these grounds during a call must not be used in any decision and should not be written in notes.",
"chunk_id": 5,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-004 §4.6",
"units": [
"Decisions must never use protected grounds (for example gender, marital or family status, citizenship, national or ethnic origin, religion, disability or age as a protected ground).",
"Information a customer shares about these grounds during a call must not be used in any decision and should not be written in notes."
]
},
{
"doc_id": "POL-COLL-004",
"cite_id": "POL-COLL-004",
"title": "Collections Hardship and Vulnerable Customers Policy (POL-COLL-004, v4.2)",
"doc_type": "policy",
"version": "4.2",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-004_v4.2_EN.md",
"section": "",
"heading": "Scope",
"text": "Effective 2026-03-01. Replaces v4.1 (2025-03-01).",
"chunk_id": 6,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-004",
"units": [
"Effective 2026-03-01.",
"Replaces v4.1 (2025-03-01)."
]
},
{
"doc_id": "POL-COLL-004-V4.1",
"cite_id": "POL-COLL-004 v4.1",
"title": "Collections Hardship and Vulnerable Customers Policy (POL-COLL-004, v4.1) — SUPERSEDED",
"doc_type": "policy",
"version": "4.1",
"effective_date": "2025-03-01",
"superseded_by": "POL-COLL-004",
"language": "EN",
"file": "files/docs/policy/POL-COLL-004_v4.1_EN.md",
"section": "§4.2",
"heading": "Recognising hardship and offering options",
"text": "When a customer states a hardship, the agent should consider offering a programme. The reduced payment\nprogramme reduces the payment by 40% for 2 months. Income evidence is required for every programme.",
"chunk_id": 7,
"superseded": true,
"authority": 1.0,
"cite": "POL-COLL-004 v4.1 §4.2",
"units": [
"When a customer states a hardship, the agent should consider offering a programme.",
"The reduced payment programme reduces the payment by 40% for 2 months.",
"Income evidence is required for every programme."
]
},
{
"doc_id": "POL-COLL-004-V4.1",
"cite_id": "POL-COLL-004 v4.1",
"title": "Collections Hardship and Vulnerable Customers Policy (POL-COLL-004, v4.1) — SUPERSEDED",
"doc_type": "policy",
"version": "4.1",
"effective_date": "2025-03-01",
"superseded_by": "POL-COLL-004",
"language": "EN",
"file": "files/docs/policy/POL-COLL-004_v4.1_EN.md",
"section": "§4.5",
"heading": "Vulnerable customers",
"text": "Vulnerable customers should be transferred to a team lead.",
"chunk_id": 8,
"superseded": true,
"authority": 1.0,
"cite": "POL-COLL-004 v4.1 §4.5",
"units": [
"Vulnerable customers should be transferred to a team lead."
]
},
{
"doc_id": "POL-COLL-004-V4.1",
"cite_id": "POL-COLL-004 v4.1",
"title": "Collections Hardship and Vulnerable Customers Policy (POL-COLL-004, v4.1) — SUPERSEDED",
"doc_type": "policy",
"version": "4.1",
"effective_date": "2025-03-01",
"superseded_by": "POL-COLL-004",
"language": "EN",
"file": "files/docs/policy/POL-COLL-004_v4.1_EN.md",
"section": "",
"heading": "Scope",
"text": "Effective 2025-03-01. Superseded by v4.2 on 2026-03-01.",
"chunk_id": 9,
"superseded": true,
"authority": 1.0,
"cite": "POL-COLL-004 v4.1",
"units": [
"Effective 2025-03-01.",
"Superseded by v4.2 on 2026-03-01."
]
},
{
"doc_id": "POL-COLL-004-FR",
"cite_id": "POL-COLL-004-FR",
"title": "Politique sur les difficultés financières et les clients vulnérables (POL-COLL-004, v4.2)",
"doc_type": "policy",
"version": "4.2",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "FR",
"file": "files/docs/policy/POL-COLL-004_v4.2_FR.md",
"section": "§4.2",
"heading": "Reconnaître les difficultés et offrir des options",
"text": "Lorsqu'un client indique une difficulté financière (heures réduites, perte d'emploi, attente de l'assurance-emploi,\nmaladie, deuil, séparation, grève, catastrophe, hausse de paiement après renouvellement), l'agent doit la reconnaître,\nl'inscrire au dossier et offrir au moins une option admissible **avant** de demander un paiement. Le programme de\npaiement réduit (HP-LOAN-RED3) permet de payer 50 % du paiement régulier pendant **3 mois**.",
"chunk_id": 10,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-004-FR §4.2",
"units": [
"Lorsqu'un client indique une difficulté financière (heures réduites, perte d'emploi, attente de l'assurance-emploi, maladie, deuil, séparation, grève, catastrophe, hausse de paiement après renouvellement), l'agent doit la reconnaître, l'inscrire au dossier et offrir au moins une option admissible avant de demander un paiement.",
"Le programme de paiement réduit (HP-LOAN-RED3) permet de payer 50 % du paiement régulier pendant 3 mois."
]
},
{
"doc_id": "POL-COLL-004-FR",
"cite_id": "POL-COLL-004-FR",
"title": "Politique sur les difficultés financières et les clients vulnérables (POL-COLL-004, v4.2)",
"doc_type": "policy",
"version": "4.2",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "FR",
"file": "files/docs/policy/POL-COLL-004_v4.2_FR.md",
"section": "§4.5",
"heading": "Clients vulnérables",
"text": "La vulnérabilité est une mesure de protection, jamais un facteur de risque. Le client est confié à un agent certifié.",
"chunk_id": 11,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-004-FR §4.5",
"units": [
"La vulnérabilité est une mesure de protection, jamais un facteur de risque.",
"Le client est confié à un agent certifié."
]
},
{
"doc_id": "POL-COLL-004-FR",
"cite_id": "POL-COLL-004-FR",
"title": "Politique sur les difficultés financières et les clients vulnérables (POL-COLL-004, v4.2)",
"doc_type": "policy",
"version": "4.2",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "FR",
"file": "files/docs/policy/POL-COLL-004_v4.2_FR.md",
"section": "§4.6",
"heading": "Motifs protégés",
"text": "Les décisions ne doivent jamais utiliser de motifs protégés (genre, état matrimonial ou familial, citoyenneté, origine,\nreligion, handicap, âge).",
"chunk_id": 12,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-004-FR §4.6",
"units": [
"Les décisions ne doivent jamais utiliser de motifs protégés (genre, état matrimonial ou familial, citoyenneté, origine, religion, handicap, âge)."
]
},
{
"doc_id": "POL-COLL-001",
"cite_id": "POL-COLL-001",
"title": "Collections Contact Policy (POL-COLL-001, v3.0)",
"doc_type": "policy",
"version": "3.0",
"effective_date": "2026-01-15",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-001_v3.0_EN.md",
"section": "§5.1",
"heading": "Permitted hours",
"text": "Calls and text messages are made between **07:00 and 21:00 in the customer's local time**. Where Sunday contact\nis permitted, Sunday calls are limited to **13:00-17:00 local time**. No collection contact is made on statutory\nholidays (for example 30 September, National Day for Truth and Reconciliation). Always use the customer's own\ntime zone (America/St_Johns and America/Regina are common sources of error).",
"chunk_id": 13,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-001 §5.1",
"units": [
"Calls and text messages are made between 07:00 and 21:00 in the customer's local time.",
"Where Sunday contact is permitted, Sunday calls are limited to 13:00-17:00 local time.",
"No collection contact is made on statutory holidays (for example 30 September, National Day for Truth and Reconciliation).",
"Always use the customer's own time zone (America/St_Johns and America/Regina are common sources of error)."
]
},
{
"doc_id": "POL-COLL-001",
"cite_id": "POL-COLL-001",
"title": "Collections Contact Policy (POL-COLL-001, v3.0)",
"doc_type": "policy",
"version": "3.0",
"effective_date": "2026-01-15",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-001_v3.0_EN.md",
"section": "§5.2",
"heading": "Contact frequency",
"text": "A maximum of **3 outbound call attempts in any rolling 7 days** per case. Automated reminders count as attempts\nwhen they ask for payment.",
"chunk_id": 14,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-001 §5.2",
"units": [
"A maximum of 3 outbound call attempts in any rolling 7 days per case.",
"Automated reminders count as attempts when they ask for payment."
]
},
{
"doc_id": "POL-COLL-001",
"cite_id": "POL-COLL-001",
"title": "Collections Contact Policy (POL-COLL-001, v3.0)",
"doc_type": "policy",
"version": "3.0",
"effective_date": "2026-01-15",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-001_v3.0_EN.md",
"section": "§5.3",
"heading": "Consent and the National Do Not Call List",
"text": "Servicing and collection contact relies on account-servicing consent (`consent_call`, `consent_sms`,\n`consent_email`). The National Do Not Call List applies to telemarketing only and **does not block collection\ncalls**. CASL express consent is for marketing messages and is **not needed** for collection reminders.",
"chunk_id": 15,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-001 §5.3",
"units": [
"Servicing and collection contact relies on account-servicing consent (consent_call, consent_sms, consent_email).",
"The National Do Not Call List applies to telemarketing only and does not block collection calls.",
"CASL express consent is for marketing messages and is not needed for collection reminders."
]
},
{
"doc_id": "POL-COLL-001",
"cite_id": "POL-COLL-001",
"title": "Collections Contact Policy (POL-COLL-001, v3.0)",
"doc_type": "policy",
"version": "3.0",
"effective_date": "2026-01-15",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-001_v3.0_EN.md",
"section": "§5.4",
"heading": "Cease-communication requests and representatives",
"text": "A written cease-communication request stops calls, texts and emails; required letters and statements continue.\nWhen a non-profit credit counselling agency, lawyer or Licensed Insolvency Trustee represents the customer,\nall contact goes through the representative. Debt details are never disclosed to third parties.",
"chunk_id": 16,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-001 §5.4",
"units": [
"A written cease-communication request stops calls, texts and emails; required letters and statements continue.",
"When a non-profit credit counselling agency, lawyer or Licensed Insolvency Trustee represents the customer, all contact goes through the representative.",
"Debt details are never disclosed to third parties."
]
},
{
"doc_id": "POL-COLL-001",
"cite_id": "POL-COLL-001",
"title": "Collections Contact Policy (POL-COLL-001, v3.0)",
"doc_type": "policy",
"version": "3.0",
"effective_date": "2026-01-15",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-001_v3.0_EN.md",
"section": "§5.5",
"heading": "Language",
"text": "Customers whose preferred language is French are contacted in French (Montréal site).",
"chunk_id": 17,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-001 §5.5",
"units": [
"Customers whose preferred language is French are contacted in French (Montréal site)."
]
},
{
"doc_id": "POL-COLL-001",
"cite_id": "POL-COLL-001",
"title": "Collections Contact Policy (POL-COLL-001, v3.0)",
"doc_type": "policy",
"version": "3.0",
"effective_date": "2026-01-15",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-001_v3.0_EN.md",
"section": "§7.3",
"heading": "Insolvency (stay of proceedings)",
"text": "When a customer files for bankruptcy or a consumer proposal, a stay of proceedings applies: **all collection\ncontact stops** from the filing date and the case moves to `insolvency_hold`.",
"chunk_id": 18,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-001 §7.3",
"units": [
"When a customer files for bankruptcy or a consumer proposal, a stay of proceedings applies: all collection contact stops from the filing date and the case moves to insolvency_hold."
]
},
{
"doc_id": "POL-COLL-001-FR",
"cite_id": "POL-COLL-001-FR",
"title": "Politique de communication en recouvrement (POL-COLL-001, v3.0)",
"doc_type": "policy",
"version": "3.0",
"effective_date": "2026-01-15",
"superseded_by": null,
"language": "FR",
"file": "files/docs/policy/POL-COLL-001_v3.0_FR.md",
"section": "§5.1",
"heading": "Heures permises",
"text": "Appels et textos entre 07 h et 21 h, heure locale du client. Aucun contact les jours fériés.",
"chunk_id": 19,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-001-FR §5.1",
"units": [
"Appels et textos entre 07 h et 21 h, heure locale du client.",
"Aucun contact les jours fériés."
]
},
{
"doc_id": "POL-COLL-001-FR",
"cite_id": "POL-COLL-001-FR",
"title": "Politique de communication en recouvrement (POL-COLL-001, v3.0)",
"doc_type": "policy",
"version": "3.0",
"effective_date": "2026-01-15",
"superseded_by": null,
"language": "FR",
"file": "files/docs/policy/POL-COLL-001_v3.0_FR.md",
"section": "§5.2",
"heading": "Fréquence",
"text": "Au plus 3 tentatives d'appel sortant par période de 7 jours.",
"chunk_id": 20,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-001-FR §5.2",
"units": [
"Au plus 3 tentatives d'appel sortant par période de 7 jours."
]
},
{
"doc_id": "POL-COLL-001-FR",
"cite_id": "POL-COLL-001-FR",
"title": "Politique de communication en recouvrement (POL-COLL-001, v3.0)",
"doc_type": "policy",
"version": "3.0",
"effective_date": "2026-01-15",
"superseded_by": null,
"language": "FR",
"file": "files/docs/policy/POL-COLL-001_v3.0_FR.md",
"section": "§5.4",
"heading": "Demandes de cesser les communications",
"text": "Une demande écrite met fin aux appels, textos et courriels; les lettres obligatoires continuent.",
"chunk_id": 21,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-001-FR §5.4",
"units": [
"Une demande écrite met fin aux appels, textos et courriels; les lettres obligatoires continuent."
]
},
{
"doc_id": "POL-COLL-001-FR",
"cite_id": "POL-COLL-001-FR",
"title": "Politique de communication en recouvrement (POL-COLL-001, v3.0)",
"doc_type": "policy",
"version": "3.0",
"effective_date": "2026-01-15",
"superseded_by": null,
"language": "FR",
"file": "files/docs/policy/POL-COLL-001_v3.0_FR.md",
"section": "§7.3",
"heading": "Insolvabilité",
"text": "Après le dépôt d'une faillite ou d'une proposition de consommateur, tout contact de recouvrement cesse.",
"chunk_id": 22,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-001-FR §7.3",
"units": [
"Après le dépôt d'une faillite ou d'une proposition de consommateur, tout contact de recouvrement cesse."
]
},
{
"doc_id": "PRC-COLL-010",
"cite_id": "PRC-COLL-010",
"title": "Promise-to-Pay Procedure (PRC-COLL-010, v2.1)",
"doc_type": "procedure",
"version": "2.1",
"effective_date": "2025-11-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/procedure/PRC-COLL-010_v2.1_EN.md",
"section": "§3.1",
"heading": "Taking a promise",
"text": "A promise to pay (PTP) records an amount and a date the customer commits to. The due date should be within\n**21 days** and, where possible, on or after the customer's next payday.",
"chunk_id": 23,
"superseded": false,
"authority": 0.95,
"cite": "PRC-COLL-010 §3.1",
"units": [
"A promise to pay (PTP) records an amount and a date the customer commits to.",
"The due date should be within 21 days and, where possible, on or after the customer's next payday."
]
},
{
"doc_id": "PRC-COLL-010",
"cite_id": "PRC-COLL-010",
"title": "Promise-to-Pay Procedure (PRC-COLL-010, v2.1)",
"doc_type": "procedure",
"version": "2.1",
"effective_date": "2025-11-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/procedure/PRC-COLL-010_v2.1_EN.md",
"section": "§3.2",
"heading": "Confirming the promise",
"text": "The agent must read back the amount and date before ending the call, and offer a payment link. A reminder is\nscheduled before the due date.",
"chunk_id": 24,
"superseded": false,
"authority": 0.95,
"cite": "PRC-COLL-010 §3.2",
"units": [
"The agent must read back the amount and date before ending the call, and offer a payment link.",
"A reminder is scheduled before the due date."
]
},
{
"doc_id": "PRC-COLL-010",
"cite_id": "PRC-COLL-010",
"title": "Promise-to-Pay Procedure (PRC-COLL-010, v2.1)",
"doc_type": "procedure",
"version": "2.1",
"effective_date": "2025-11-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/procedure/PRC-COLL-010_v2.1_EN.md",
"section": "§3.3",
"heading": "Kept and broken promises",
"text": "A promise is **kept** when the promised amount is received by the due date plus a grace period of\n**2 business days**, **partially kept** when some but not all of it is received, and **broken** when nothing is\nreceived. Promise-kept rate = kept / (kept + partially kept + broken), excluding open and cancelled promises.",
"chunk_id": 25,
"superseded": false,
"authority": 0.95,
"cite": "PRC-COLL-010 §3.3",
"units": [
"A promise is kept when the promised amount is received by the due date plus a grace period of 2 business days, partially kept when some but not all of it is received, and broken when nothing is received.",
"Promise-kept rate = kept / (kept + partially kept + broken), excluding open and cancelled promises."
]
},
{
"doc_id": "PRC-COLL-012",
"cite_id": "PRC-COLL-012",
"title": "Dispute Handling Procedure (PRC-COLL-012, v1.4)",
"doc_type": "procedure",
"version": "1.4",
"effective_date": "2025-06-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/procedure/PRC-COLL-012_v1.4_EN.md",
"section": "§6.1",
"heading": "Raising a dispute",
"text": "If a customer disputes a fee, a transaction, or says a payment was not applied, the agent opens a dispute and\npauses payment requests for the disputed amount until it is resolved. Fraud claims are transferred to the\nfraud team.",
"chunk_id": 26,
"superseded": false,
"authority": 0.95,
"cite": "PRC-COLL-012 §6.1",
"units": [
"If a customer disputes a fee, a transaction, or says a payment was not applied, the agent opens a dispute and pauses payment requests for the disputed amount until it is resolved.",
"Fraud claims are transferred to the fraud team."
]
},
{
"doc_id": "PRC-COLL-012",
"cite_id": "PRC-COLL-012",
"title": "Dispute Handling Procedure (PRC-COLL-012, v1.4)",
"doc_type": "procedure",
"version": "1.4",
"effective_date": "2025-06-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/procedure/PRC-COLL-012_v1.4_EN.md",
"section": "§6.2",
"heading": "Late-fee disputes after incidents",
"text": "Fees charged because of a bank system incident are reversed without the customer having to prove payment.\nSee IR-2026-0914.",
"chunk_id": 27,
"superseded": false,
"authority": 0.95,
"cite": "PRC-COLL-012 §6.2",
"units": [
"Fees charged because of a bank system incident are reversed without the customer having to prove payment.",
"See IR-2026-0914."
]
},
{
"doc_id": "POL-COLL-007",
"cite_id": "POL-COLL-007",
"title": "Complaints Handling in Collections (POL-COLL-007, v2.0)",
"doc_type": "policy",
"version": "2.0",
"effective_date": "2025-09-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-007_v2.0_EN.md",
"section": "§8.1",
"heading": "Recording a complaint",
"text": "Any expression of dissatisfaction is a complaint. Record it the same day and escalate to a team lead.",
"chunk_id": 28,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-007 §8.1",
"units": [
"Any expression of dissatisfaction is a complaint.",
"Record it the same day and escalate to a team lead."
]
},
{
"doc_id": "POL-COLL-007",
"cite_id": "POL-COLL-007",
"title": "Complaints Handling in Collections (POL-COLL-007, v2.0)",
"doc_type": "policy",
"version": "2.0",
"effective_date": "2025-09-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/policy/POL-COLL-007_v2.0_EN.md",
"section": "§8.2",
"heading": "Escalation stages",
"text": "Frontline (5 business days) -> bank ombudsman -> external complaints body. Inform the customer of each stage.",
"chunk_id": 29,
"superseded": false,
"authority": 1.0,
"cite": "POL-COLL-007 §8.2",
"units": [
"Frontline (5 business days) -> bank ombudsman -> external complaints body.",
"Inform the customer of each stage."
]
},
{
"doc_id": "SCR-MID-STD-EN",
"cite_id": "SCR-MID-STD-EN",
"title": "Mid-stage Collections Call Script (SCR-MID-STD-EN, v2.0)",
"doc_type": "call_script",
"version": "2.0",
"effective_date": "2026-02-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/scripts/SCR-MID-STD-EN_v2.0_EN.md",
"section": "",
"heading": "Mid-stage Collections Call Script (SCR-MID-STD-EN, v2.0)",
"text": "1. Greet, give your name and Maple Bank, and read the recording notice: \"This call may be recorded for quality\n and training purposes.\"\n2. Confirm you are speaking with the customer and verify identity (date of birth) **before** disclosing any debt.\n3. State the purpose and the past-due amount accurately.\n4. Listen. If hardship is mentioned, follow POL-COLL-004 §4.2 before asking for payment.\n5. Agree a promise to pay or an arrangement; read back the amount and date.\n6. Close respectfully and confirm next steps.",
"chunk_id": 30,
"superseded": false,
"authority": 0.8,
"cite": "SCR-MID-STD-EN",
"units": [
"Greet, give your name and Maple Bank, and read the recording notice: \"This call may be recorded for quality and training purposes.\" <<num>>",
"Confirm you are speaking with the customer and verify identity (date of birth) before disclosing any debt. <<num>>",
"State the purpose and the past-due amount accurately. <<num>>",
"Listen. If hardship is mentioned, follow POL-COLL-004 §4.2 before asking for payment. <<num>>",
"Agree a promise to pay or an arrangement; read back the amount and date. <<num>>",
"Close respectfully and confirm next steps. <<num>>"
]
},
{
"doc_id": "SCR-MID-STD-EN-V1.0",
"cite_id": "SCR-MID-STD-EN v1.0",
"title": "Mid-stage Collections Call Script (SCR-MID-STD-EN, v1.0) — SUPERSEDED",
"doc_type": "call_script",
"version": "1.0",
"effective_date": "2023-05-01",
"superseded_by": "SCR-MID-STD-EN",
"language": "EN",
"file": "files/docs/scripts/SCR-MID-STD-EN_v1.0_EN.md",
"section": "",
"heading": "Mid-stage Collections Call Script (SCR-MID-STD-EN, v1.0) — SUPERSEDED",
"text": "Agents may make up to 5 call attempts per week on mid-stage accounts. Verify identity, state the amount due and\nask for payment in full.",
"chunk_id": 31,
"superseded": true,
"authority": 0.8,
"cite": "SCR-MID-STD-EN v1.0",
"units": [
"Agents may make up to 5 call attempts per week on mid-stage accounts.",
"Verify identity, state the amount due and ask for payment in full."
]
},
{
"doc_id": "SCR-VUL-EN",
"cite_id": "SCR-VUL-EN",
"title": "Vulnerable Customer Call Script (SCR-VUL-EN, v1.3)",
"doc_type": "call_script",
"version": "1.3",
"effective_date": "2025-10-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/scripts/SCR-VUL-EN_v1.3_EN.md",
"section": "",
"heading": "Vulnerable Customer Call Script (SCR-VUL-EN, v1.3)",
"text": "Speak slowly, check understanding, offer to call back at a better time, and offer to speak with a trusted\nperson if the customer agrees. Never pressure for payment. Offer hardship options first (POL-COLL-004 §4.5).",
"chunk_id": 32,
"superseded": false,
"authority": 0.8,
"cite": "SCR-VUL-EN",
"units": [
"Speak slowly, check understanding, offer to call back at a better time, and offer to speak with a trusted person if the customer agrees.",
"Never pressure for payment.",
"Offer hardship options first (POL-COLL-004 §4.5)."
]
},
{
"doc_id": "HPT-2026",
"cite_id": "HPT-2026",
"title": "Hardship Programme Terms 2026 (HPT-2026)",
"doc_type": "hardship_programme_terms",
"version": "2026.1",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/terms/HPT-2026_v2026.1_EN.md",
"section": "",
"heading": "Hardship Programme Terms 2026 (HPT-2026)",
"text": "| Programme | Product | Terms |\n|---|---|---|\n| HP-LOAN-RED3 | Personal, auto loans, LOC | Pay 50% of the regular payment for 3 months; interest accrues; missed amount added to end of term |\n| HP-CARD-MIN | Cards | Minimum payment reduced 50% for 3 months; fees waived |\n| HP-CARD-RATE | Cards | APR reduced to 9.99% for 6 months |\n| HP-CARD-SKIP / HP-LOAN-SKIP | Cards, loans | Skip one payment, once in 12 months |\n| HP-LOAN-EXT | Loans | Term extended by up to 12 months; specialist approval |\n| HP-CARD-FPP | Cards | Fixed monthly payment for 12 months; card blocked |\n| HP-OD-REPAY | Overdraft | Repay overdrawn balance over 6 months; fees waived |\n| HP-DMP | Cards, LOC, loans | Debt management plan through a non-profit credit counsellor |\n| HP-SETTLE | Late stage | One-time settlement of 40-70% of the balance |",
"chunk_id": 33,
"superseded": false,
"authority": 0.9,
"cite": "HPT-2026",
"units": [
"HP-LOAN-RED3 (Personal, auto loans, LOC): Pay 50% of the regular payment for 3 months; interest accrues; missed amount added to end of term",
"HP-CARD-MIN (Cards): Minimum payment reduced 50% for 3 months; fees waived",
"HP-CARD-RATE (Cards): APR reduced to 9.99% for 6 months",
"HP-CARD-SKIP / HP-LOAN-SKIP (Cards, loans): Skip one payment, once in 12 months",
"HP-LOAN-EXT (Loans): Term extended by up to 12 months; specialist approval",
"HP-CARD-FPP (Cards): Fixed monthly payment for 12 months; card blocked",
"HP-OD-REPAY (Overdraft): Repay overdrawn balance over 6 months; fees waived",
"HP-DMP (Cards, LOC, loans): Debt management plan through a non-profit credit counsellor",
"HP-SETTLE (Late stage): One-time settlement of 40-70% of the balance"
]
},
{
"doc_id": "REG-SUM-001",
"cite_id": "REG-SUM-001",
"title": "Provincial Collection Rules Summary (REG-SUM-001) — synthetic summary",
"doc_type": "regulatory_summary",
"version": "2026.1",
"effective_date": "2026-01-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/regulatory/REG-SUM-001_v2026.1_EN.md",
"section": "",
"heading": "Provincial Collection Rules Summary (REG-SUM-001) — synthetic summary",
"text": "This hackathon summary simplifies provincial rules into one bank policy (see POL-COLL-001). Teams should\ntreat POL-COLL-001 as the rule set to apply: local-time contact hours, a cap of 3 call attempts in 7 days,\nSunday limits where Sunday contact is permitted, no contact on statutory holidays, French-language service\nfor French-speaking customers, and the stay of proceedings during insolvency.",
"chunk_id": 34,
"superseded": false,
"authority": 0.85,
"cite": "REG-SUM-001",
"units": [
"This hackathon summary simplifies provincial rules into one bank policy (see POL-COLL-001).",
"Teams should treat POL-COLL-001 as the rule set to apply: local-time contact hours, a cap of 3 call attempts in 7 days, Sunday limits where Sunday contact is permitted, no contact on statutory holidays, French-language service for French-speaking customers, and the stay of proceedings during insolvency."
]
},
{
"doc_id": "REG-SUM-001-QC",
"cite_id": "REG-SUM-001-QC",
"title": "Annexe Québec (REG-SUM-001-QC)",
"doc_type": "regulatory_summary",
"version": "2026.1",
"effective_date": "2026-01-01",
"superseded_by": null,
"language": "FR",
"file": "files/docs/regulatory/REG-SUM-001-QC_v2026.1_FR.md",
"section": "",
"heading": "Annexe Québec (REG-SUM-001-QC)",
"text": "Au Québec, aucun appel de recouvrement le dimanche. Le service est offert en français par défaut.",
"chunk_id": 35,
"superseded": false,
"authority": 0.85,
"cite": "REG-SUM-001-QC",
"units": [
"Au Québec, aucun appel de recouvrement le dimanche.",
"Le service est offert en français par défaut."
]
},
{
"doc_id": "IR-2026-0914",
"cite_id": "IR-2026-0914",
"title": "Incident Report IR-2026-0914",
"doc_type": "incident_report",
"version": "1.0",
"effective_date": "2026-09-16",
"superseded_by": null,
"language": "EN",
"file": "files/docs/incidents/IR-2026-0914_v1.0_EN.md",
"section": "",
"heading": "Incident Report IR-2026-0914",
"text": "**When**: 14 September 2026, 09:10-15:40 ET. **Severity**: sev2.\n\nPayments made in the mobile app and online banking were not posted until the next day. About 1,900 card\naccounts were charged a late fee in error. Fees are being reversed in the next statement cycle.\n\nExpected data signature: late-fee disputes about 3x baseline between 15 and 22 September 2026.",
"chunk_id": 36,
"superseded": false,
"authority": 0.8,
"cite": "IR-2026-0914",
"units": [
"When: 14 September 2026, 09:10-15:40 ET.",
"Severity: sev2.",
"Payments made in the mobile app and online banking were not posted until the next day.",
"About 1,900 card accounts were charged a late fee in error.",
"Fees are being reversed in the next statement cycle.",
"Expected data signature: late-fee disputes about 3x baseline between 15 and 22 September 2026."
]
},
{
"doc_id": "IR-2026-0923",
"cite_id": "IR-2026-0923",
"title": "Incident Report IR-2026-0923",
"doc_type": "incident_report",
"version": "1.0",
"effective_date": "2026-09-25",
"superseded_by": null,
"language": "EN",
"file": "files/docs/incidents/IR-2026-0923_v1.0_EN.md",
"section": "",
"heading": "Incident Report IR-2026-0923",
"text": "**When**: 23-24 September 2026. The predictive dialer was degraded; outbound call capacity fell about 60%.\nExpect fewer call attempts and right-party contacts on those days; this is not a change in customer behaviour.",
"chunk_id": 37,
"superseded": false,
"authority": 0.8,
"cite": "IR-2026-0923",
"units": [
"When: 23-24 September 2026.",
"The predictive dialer was degraded; outbound call capacity fell about 60%.",
"Expect fewer call attempts and right-party contacts on those days; this is not a change in customer behaviour."
]
},
{
"doc_id": "REL-0926",
"cite_id": "REL-0926",
"title": "Release Note REL-0926",
"doc_type": "release_note",
"version": "1.0",
"effective_date": "2026-09-26",
"superseded_by": null,
"language": "EN",
"file": "files/docs/release_notes/REL-0926_v1.0_EN.md",
"section": "",
"heading": "Release Note REL-0926",
"text": "From the 26 September 2026 extract, the upstream platform renamed `channel` to `channel_v2` in\ncontact_history. During the transition `channel` is null for most rows. Use `COALESCE(channel_v2, channel)`.",
"chunk_id": 38,
"superseded": false,
"authority": 0.8,
"cite": "REL-0926",
"units": [
"From the 26 September 2026 extract, the upstream platform renamed channel to channel_v2 in contact_history.",
"During the transition channel is null for most rows.",
"Use COALESCE(channel_v2, channel)."
]
},
{
"doc_id": "DC-COLL-001",
"cite_id": "DC-COLL-001",
"title": "Data Contract: contact_history (DC-COLL-001)",
"doc_type": "data_contract",
"version": "1.0",
"effective_date": "2026-06-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/data_contracts/DC-COLL-001_v1.0_EN.md",
"section": "",
"heading": "Data Contract: contact_history (DC-COLL-001)",
"text": "Owner: Collections Data Office. Refresh: daily at 05:00 ET.\nQuality rules: contact_id unique; contact_ts_utc not null; case_id must exist in collections_cases (orphans < 1%);\nchannel in the published code list. Allowed uses: collections operations, analytics, model training.\nNot allowed: marketing.",
"chunk_id": 39,
"superseded": false,
"authority": 0.8,
"cite": "DC-COLL-001",
"units": [
"Owner: Collections Data Office.",
"Refresh: daily at 05:00 ET.",
"Quality rules: contact_id unique; contact_ts_utc not null; case_id must exist in collections_cases (orphans < 1%); channel in the published code list.",
"Allowed uses: collections operations, analytics, model training.",
"Not allowed: marketing."
]
},
{
"doc_id": "FAQ-COLL-001",
"cite_id": "FAQ-COLL-001",
"title": "Collections Agent FAQ (FAQ-COLL-001)",
"doc_type": "faq",
"version": "3.2",
"effective_date": "2026-04-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/faq/FAQ-COLL-001_v3.2_EN.md",
"section": "Q1",
"heading": "How long does the reduced-payment programme last?",
"text": "The reduced-payment programme lasts 6 months.",
"chunk_id": 40,
"superseded": false,
"authority": 0.7,
"cite": "FAQ-COLL-001 Q1",
"units": [
"The reduced-payment programme lasts 6 months."
]
},
{
"doc_id": "FAQ-COLL-001",
"cite_id": "FAQ-COLL-001",
"title": "Collections Agent FAQ (FAQ-COLL-001)",
"doc_type": "faq",
"version": "3.2",
"effective_date": "2026-04-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/faq/FAQ-COLL-001_v3.2_EN.md",
"section": "Q2",
"heading": "Does the National Do Not Call List stop collection calls?",
"text": "No. It applies to telemarketing only.",
"chunk_id": 41,
"superseded": false,
"authority": 0.7,
"cite": "FAQ-COLL-001 Q2",
"units": [
"No.",
"It applies to telemarketing only."
]
},
{
"doc_id": "FAQ-COLL-001",
"cite_id": "FAQ-COLL-001",
"title": "Collections Agent FAQ (FAQ-COLL-001)",
"doc_type": "faq",
"version": "3.2",
"effective_date": "2026-04-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/faq/FAQ-COLL-001_v3.2_EN.md",
"section": "Q3",
"heading": "Can I call a customer who filed a consumer proposal?",
"text": "No. All collection contact stops on the filing date.",
"chunk_id": 42,
"superseded": false,
"authority": 0.7,
"cite": "FAQ-COLL-001 Q3",
"units": [
"No.",
"All collection contact stops on the filing date."
]
},
{
"doc_id": "FAQ-COLL-001",
"cite_id": "FAQ-COLL-001",
"title": "Collections Agent FAQ (FAQ-COLL-001)",
"doc_type": "faq",
"version": "3.2",
"effective_date": "2026-04-01",
"superseded_by": null,
"language": "EN",
"file": "files/docs/faq/FAQ-COLL-001_v3.2_EN.md",
"section": "Q4",
"heading": "What is the grace period on a promise to pay?",
"text": "Two business days after the promised date.",
"chunk_id": 43,
"superseded": false,
"authority": 0.7,
"cite": "FAQ-COLL-001 Q4",
"units": [
"Two business days after the promised date."
]
},
{
"doc_id": "hardship_programs",
"cite_id": "hardship_programs HP-CARD-RATE",
"title": "Hardship programmes",
"doc_type": "hardship_program",
"version": "2026.1",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "data/hardship_programs.csv",
"section": "",
"heading": "Reduced interest rate HP-CARD-RATE (POL-COLL-004 §4.2)",
"text": "Reduced interest rate (HP-CARD-RATE) for card: Purchase APR reduced to 9.99% for 6 months. Minimum hardship level clear; maximum days past due 120; minimum months on book 12; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true.",
"chunk_id": 44,
"superseded": false,
"authority": 0.9,
"cite": "hardship_programs HP-CARD-RATE",
"units": [
"Reduced interest rate (HP-CARD-RATE) for card: Purchase APR reduced to 9.99% for 6 months.",
"Minimum hardship level clear; maximum days past due 120; minimum months on book 12; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true."
]
},
{
"doc_id": "hardship_programs",
"cite_id": "hardship_programs HP-CARD-MIN",
"title": "Hardship programmes",
"doc_type": "hardship_program",
"version": "2026.1",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "data/hardship_programs.csv",
"section": "",
"heading": "Reduced minimum payment HP-CARD-MIN (POL-COLL-004 §4.2)",
"text": "Reduced minimum payment (HP-CARD-MIN) for card: Minimum payment reduced by 50% for 3 months; fees waived. Minimum hardship level possible; maximum days past due 90; minimum months on book 6; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true.",
"chunk_id": 45,
"superseded": false,
"authority": 0.9,
"cite": "hardship_programs HP-CARD-MIN",
"units": [
"Reduced minimum payment (HP-CARD-MIN) for card: Minimum payment reduced by 50% for 3 months; fees waived.",
"Minimum hardship level possible; maximum days past due 90; minimum months on book 6; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true."
]
},
{
"doc_id": "hardship_programs",
"cite_id": "hardship_programs HP-CARD-SKIP",
"title": "Hardship programmes",
"doc_type": "hardship_program",
"version": "2026.1",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "data/hardship_programs.csv",
"section": "",
"heading": "Skip a payment HP-CARD-SKIP (POL-COLL-004 §4.2)",
"text": "Skip a payment (HP-CARD-SKIP) for card: Skip one minimum payment; once in 12 months. Minimum hardship level possible; maximum days past due 60; minimum months on book 12; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true.",
"chunk_id": 46,
"superseded": false,
"authority": 0.9,
"cite": "hardship_programs HP-CARD-SKIP",
"units": [
"Skip a payment (HP-CARD-SKIP) for card: Skip one minimum payment; once in 12 months.",
"Minimum hardship level possible; maximum days past due 60; minimum months on book 12; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true."
]
},
{
"doc_id": "hardship_programs",
"cite_id": "hardship_programs HP-CARD-FPP",
"title": "Hardship programmes",
"doc_type": "hardship_program",
"version": "2026.1",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "data/hardship_programs.csv",
"section": "",
"heading": "Fixed payment plan HP-CARD-FPP (POL-COLL-004 §4.2)",
"text": "Fixed payment plan (HP-CARD-FPP) for card: Fixed monthly payment for 12 months at 0% interest; card blocked. Minimum hardship level clear; maximum days past due 150; minimum months on book 12; at most 1 use in 12 months; income evidence required; approver: hardship_specialist; excludes insolvency: true.",
"chunk_id": 47,
"superseded": false,
"authority": 0.9,
"cite": "hardship_programs HP-CARD-FPP",
"units": [
"Fixed payment plan (HP-CARD-FPP) for card: Fixed monthly payment for 12 months at 0% interest; card blocked.",
"Minimum hardship level clear; maximum days past due 150; minimum months on book 12; at most 1 use in 12 months; income evidence required; approver: hardship_specialist; excludes insolvency: true."
]
},
{
"doc_id": "hardship_programs",
"cite_id": "hardship_programs HP-LOAN-RED3",
"title": "Hardship programmes",
"doc_type": "hardship_program",
"version": "2026.1",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "data/hardship_programs.csv",
"section": "",
"heading": "3-month reduced payment HP-LOAN-RED3 (POL-COLL-004 §4.2)",
"text": "3-month reduced payment (HP-LOAN-RED3) for personal_loan, auto_loan, loc: Pay 50% of the regular payment for 3 months; interest keeps accruing; missed amount added to the end of the term. Minimum hardship level possible; maximum days past due 90; minimum months on book 6; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true.",
"chunk_id": 48,
"superseded": false,
"authority": 0.9,
"cite": "hardship_programs HP-LOAN-RED3",
"units": [
"3-month reduced payment (HP-LOAN-RED3) for personal_loan, auto_loan, loc: Pay 50% of the regular payment for 3 months; interest keeps accruing; missed amount added to the end of the term.",
"Minimum hardship level possible; maximum days past due 90; minimum months on book 6; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true."
]
},
{
"doc_id": "hardship_programs",
"cite_id": "hardship_programs HP-LOAN-SKIP",
"title": "Hardship programmes",
"doc_type": "hardship_program",
"version": "2026.1",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "data/hardship_programs.csv",
"section": "",
"heading": "Payment deferral HP-LOAN-SKIP (POL-COLL-004 §4.2)",
"text": "Payment deferral (HP-LOAN-SKIP) for personal_loan, auto_loan, mortgage: Defer one instalment to the end of the term; once in 12 months. Minimum hardship level possible; maximum days past due 60; minimum months on book 12; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true.",
"chunk_id": 49,
"superseded": false,
"authority": 0.9,
"cite": "hardship_programs HP-LOAN-SKIP",
"units": [
"Payment deferral (HP-LOAN-SKIP) for personal_loan, auto_loan, mortgage: Defer one instalment to the end of the term; once in 12 months.",
"Minimum hardship level possible; maximum days past due 60; minimum months on book 12; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true."
]
},
{
"doc_id": "hardship_programs",
"cite_id": "hardship_programs HP-LOAN-EXT",
"title": "Hardship programmes",
"doc_type": "hardship_program",
"version": "2026.1",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "data/hardship_programs.csv",
"section": "",
"heading": "Term extension HP-LOAN-EXT (POL-COLL-004 §4.2)",
"text": "Term extension (HP-LOAN-EXT) for personal_loan, auto_loan, mortgage: Extend the term by up to 12 months to lower the payment. Minimum hardship level clear; maximum days past due 120; minimum months on book 12; at most 1 use in 12 months; income evidence required; approver: hardship_specialist; excludes insolvency: true.",
"chunk_id": 50,
"superseded": false,
"authority": 0.9,
"cite": "hardship_programs HP-LOAN-EXT",
"units": [
"Term extension (HP-LOAN-EXT) for personal_loan, auto_loan, mortgage: Extend the term by up to 12 months to lower the payment.",
"Minimum hardship level clear; maximum days past due 120; minimum months on book 12; at most 1 use in 12 months; income evidence required; approver: hardship_specialist; excludes insolvency: true."
]
},
{
"doc_id": "hardship_programs",
"cite_id": "hardship_programs HP-OD-REPAY",
"title": "Hardship programmes",
"doc_type": "hardship_program",
"version": "2026.1",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "data/hardship_programs.csv",
"section": "",
"heading": "Overdraft repayment plan HP-OD-REPAY (POL-COLL-004 §4.2)",
"text": "Overdraft repayment plan (HP-OD-REPAY) for overdraft: Repay the overdrawn balance over 6 months; fees waived. Minimum hardship level possible; maximum days past due 120; minimum months on book 6; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true.",
"chunk_id": 51,
"superseded": false,
"authority": 0.9,
"cite": "hardship_programs HP-OD-REPAY",
"units": [
"Overdraft repayment plan (HP-OD-REPAY) for overdraft: Repay the overdrawn balance over 6 months; fees waived.",
"Minimum hardship level possible; maximum days past due 120; minimum months on book 6; at most 1 use in 12 months; income evidence not required; approver: agent; excludes insolvency: true."
]
},
{
"doc_id": "hardship_programs",
"cite_id": "hardship_programs HP-DMP",
"title": "Hardship programmes",
"doc_type": "hardship_program",
"version": "2026.1",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "data/hardship_programs.csv",
"section": "",
"heading": "Debt management plan (credit counsellor) HP-DMP (POL-COLL-004 §4.2)",
"text": "Debt management plan (credit counsellor) (HP-DMP) for card, loc, personal_loan: Debt management plan through a non-profit credit counselling agency. Minimum hardship level clear; maximum days past due 180; minimum months on book 0; at most 1 use in 12 months; income evidence required; approver: hardship_specialist; excludes insolvency: false.",
"chunk_id": 52,
"superseded": false,
"authority": 0.9,
"cite": "hardship_programs HP-DMP",
"units": [
"Debt management plan (credit counsellor) (HP-DMP) for card, loc, personal_loan: Debt management plan through a non-profit credit counselling agency.",
"Minimum hardship level clear; maximum days past due 180; minimum months on book 0; at most 1 use in 12 months; income evidence required; approver: hardship_specialist; excludes insolvency: false."
]
},
{
"doc_id": "hardship_programs",
"cite_id": "hardship_programs HP-SETTLE",
"title": "Hardship programmes",
"doc_type": "hardship_program",
"version": "2026.1",
"effective_date": "2026-03-01",
"superseded_by": null,
"language": "EN",
"file": "data/hardship_programs.csv",
"section": "",
"heading": "Settlement offer HP-SETTLE (POL-COLL-004 §4.4)",
"text": "Settlement offer (HP-SETTLE) for card, loc, personal_loan, overdraft: One-time settlement of 40-70% of the balance; remainder written off. Minimum hardship level none; maximum days past due 999; minimum months on book 6; at most 1 use in 12 months; income evidence required; approver: team_lead; excludes insolvency: true.",
"chunk_id": 53,
"superseded": false,
"authority": 0.9,
"cite": "hardship_programs HP-SETTLE",
"units": [
"Settlement offer (HP-SETTLE) for card, loc, personal_loan, overdraft: One-time settlement of 40-70% of the balance; remainder written off.",
"Minimum hardship level none; maximum days past due 999; minimum months on book 6; at most 1 use in 12 months; income evidence required; approver: team_lead; excludes insolvency: true."
]
},
{
"doc_id": "qa_checklist",
"cite_id": "qa_checklist",
"title": "Call QA checklist",
"doc_type": "qa_checklist",
"version": "QA-2026.2",
"effective_date": "",
"superseded_by": null,
"language": "EN",
"file": "data/qa_checklist.csv",
"section": "item 1",
"heading": "Identity verified before disclosure",
"text": "QA item 1 Identity verified before disclosure: Agent verifies identity (e.g. date of birth) before mentioning the debt. Fails if, for example: Agent states the past-due balance before verifying identity. Applies when: Right-party contact. Critical: true.",
"answer_text": "Agent verifies identity (e.g. date of birth) before mentioning the debt (QA item 1, Identity verified before disclosure; critical: true).",
"chunk_id": 54,
"superseded": false,
"authority": 0.85,
"cite": "qa_checklist item 1",
"units": [
"Agent verifies identity (e.g. date of birth) before mentioning the debt (QA item 1, Identity verified before disclosure; critical: true)."
]
},
{
"doc_id": "qa_checklist",
"cite_id": "qa_checklist",
"title": "Call QA checklist",
"doc_type": "qa_checklist",
"version": "QA-2026.2",
"effective_date": "",
"superseded_by": null,
"language": "EN",
"file": "data/qa_checklist.csv",
"section": "item 2",
"heading": "Recording notice given",
"text": "QA item 2 Recording notice given: Recording notice read at the start of the call. Fails if, for example: No recording notice. Applies when: All calls. Critical: false.",
"answer_text": "Recording notice read at the start of the call (QA item 2, Recording notice given; critical: false).",
"chunk_id": 55,
"superseded": false,
"authority": 0.85,
"cite": "qa_checklist item 2",
"units": [
"Recording notice read at the start of the call (QA item 2, Recording notice given; critical: false)."
]
},
{
"doc_id": "qa_checklist",
"cite_id": "qa_checklist",
"title": "Call QA checklist",
"doc_type": "qa_checklist",
"version": "QA-2026.2",
"effective_date": "",
"superseded_by": null,
"language": "EN",
"file": "data/qa_checklist.csv",
"section": "item 3",
"heading": "Agent identified self and purpose",
"text": "QA item 3 Agent identified self and purpose: Agent gives name, Maple Bank and purpose. Fails if, for example: Agent does not say who is calling. Applies when: All calls. Critical: false.",
"answer_text": "Agent gives name, Maple Bank and purpose (QA item 3, Agent identified self and purpose; critical: false).",
"chunk_id": 56,
"superseded": false,
"authority": 0.85,
"cite": "qa_checklist item 3",
"units": [
"Agent gives name, Maple Bank and purpose (QA item 3, Agent identified self and purpose; critical: false)."
]
},
{
"doc_id": "qa_checklist",
"cite_id": "qa_checklist",
"title": "Call QA checklist",
"doc_type": "qa_checklist",
"version": "QA-2026.2",
"effective_date": "",
"superseded_by": null,
"language": "EN",
"file": "data/qa_checklist.csv",
"section": "item 4",
"heading": "No threatening language",
"text": "QA item 4 No threatening language: No threats of legal action, garnishment or arrest. Fails if, for example: 'We will garnish your wages tomorrow'. Applies when: All calls. Critical: true.",
"answer_text": "No threats of legal action, garnishment or arrest (QA item 4, No threatening language; critical: true).",
"chunk_id": 57,
"superseded": false,
"authority": 0.85,
"cite": "qa_checklist item 4",
"units": [
"No threats of legal action, garnishment or arrest (QA item 4, No threatening language; critical: true)."
]
},
{
"doc_id": "qa_checklist",
"cite_id": "qa_checklist",
"title": "Call QA checklist",
"doc_type": "qa_checklist",
"version": "QA-2026.2",
"effective_date": "",
"superseded_by": null,
"language": "EN",
"file": "data/qa_checklist.csv",
"section": "item 5",
"heading": "No misleading statements",
"text": "QA item 5 No misleading statements: No false or misleading statements about consequences. Fails if, for example: 'This will be reported as a criminal matter'. Applies when: All calls. Critical: true.",
"answer_text": "No false or misleading statements about consequences (QA item 5, No misleading statements; critical: true).",
"chunk_id": 58,
"superseded": false,
"authority": 0.85,
"cite": "qa_checklist item 5",
"units": [
"No false or misleading statements about consequences (QA item 5, No misleading statements; critical: true)."
]
},
{
"doc_id": "qa_checklist",
"cite_id": "qa_checklist",
"title": "Call QA checklist",
"doc_type": "qa_checklist",
"version": "QA-2026.2",
"effective_date": "",
"superseded_by": null,
"language": "EN",
"file": "data/qa_checklist.csv",
"section": "item 6",
"heading": "Fees and balance stated accurately",
"text": "QA item 6 Fees and balance stated accurately: Past-due amount and fees stated match the account. Fails if, for example: Agent states a higher amount than is past due. Applies when: Right-party contact. Critical: false.",
"answer_text": "Past-due amount and fees stated match the account (QA item 6, Fees and balance stated accurately; critical: false).",
"chunk_id": 59,
"superseded": false,
"authority": 0.85,
"cite": "qa_checklist item 6",
"units": [
"Past-due amount and fees stated match the account (QA item 6, Fees and balance stated accurately; critical: false)."
]
},
{
"doc_id": "qa_checklist",
"cite_id": "qa_checklist",
"title": "Call QA checklist",
"doc_type": "qa_checklist",
"version": "QA-2026.2",
"effective_date": "",
"superseded_by": null,
"language": "EN",
"file": "data/qa_checklist.csv",
"section": "item 7",
"heading": "Hardship handled per policy",
"text": "QA item 7 Hardship handled per policy: When hardship is stated, the agent acknowledges it and offers at least one eligible option from hardship_programs before asking for payment. Fails if, for example: Customer says hours were cut; agent only asks for full payment. Applies when: Hardship stated by customer. Critical: true.",
"answer_text": "When hardship is stated, the agent acknowledges it and offers at least one eligible option from hardship_programs before asking for payment (QA item 7, Hardship handled per policy; critical: true).",
"chunk_id": 60,
"superseded": false,
"authority": 0.85,
"cite": "qa_checklist item 7",
"units": [
"When hardship is stated, the agent acknowledges it and offers at least one eligible option from hardship_programs before asking for payment (QA item 7, Hardship handled per policy; critical: true)."
]
},
{
"doc_id": "qa_checklist",
"cite_id": "qa_checklist",
"title": "Call QA checklist",
"doc_type": "qa_checklist",
"version": "QA-2026.2",
"effective_date": "",
"superseded_by": null,
"language": "EN",
"file": "data/qa_checklist.csv",
"section": "item 8",
"heading": "Options offered before escalation",
"text": "QA item 8 Options offered before escalation: Payment options offered before transferring or escalating. Fails if, for example: Agent transfers without offering options. Applies when: Escalation or transfer. Critical: false.",
"answer_text": "Payment options offered before transferring or escalating (QA item 8, Options offered before escalation; critical: false).",
"chunk_id": 61,
"superseded": false,
"authority": 0.85,
"cite": "qa_checklist item 8",
"units": [
"Payment options offered before transferring or escalating (QA item 8, Options offered before escalation; critical: false)."
]
},
{
"doc_id": "qa_checklist",
"cite_id": "qa_checklist",
"title": "Call QA checklist",
"doc_type": "qa_checklist",
"version": "QA-2026.2",
"effective_date": "",
"superseded_by": null,
"language": "EN",
"file": "data/qa_checklist.csv",
"section": "item 9",
"heading": "PTP details confirmed back",
"text": "QA item 9 PTP details confirmed back: Agent reads back promise amount and date. Fails if, for example: Agent ends call without confirming the promise. Applies when: Promise taken. Critical: false.",
"answer_text": "Agent reads back promise amount and date (QA item 9, PTP details confirmed back; critical: false).",
"chunk_id": 62,
"superseded": false,
"authority": 0.85,
"cite": "qa_checklist item 9",
"units": [
"Agent reads back promise amount and date (QA item 9, PTP details confirmed back; critical: false)."
]
},
{
"doc_id": "qa_checklist",
"cite_id": "qa_checklist",
"title": "Call QA checklist",
"doc_type": "qa_checklist",
"version": "QA-2026.2",
"effective_date": "",
"superseded_by": null,
"language": "EN",
"file": "data/qa_checklist.csv",
"section": "item 10",
"heading": "Respectful close and next steps",
"text": "QA item 10 Respectful close and next steps: Agent thanks the customer and confirms next steps. Fails if, for example: Abrupt end of call. Applies when: Right-party contact. Critical: false.",
"answer_text": "Agent thanks the customer and confirms next steps (QA item 10, Respectful close and next steps; critical: false).",
"chunk_id": 63,
"superseded": false,
"authority": 0.85,
"cite": "qa_checklist item 10",
"units": [
"Agent thanks the customer and confirms next steps (QA item 10, Respectful close and next steps; critical: false)."
]
},
{
"doc_id": "collections_cases",
"cite_id": "collections_cases (legal_referral_flag, current_treatment)",
"title": "Data fact: when legal action happens",
"doc_type": "data_fact",
"version": "2026-09-28",
"effective_date": "2026-09-28",
"superseded_by": null,
"language": "EN",
"file": "data/collections_cases.csv",
"section": "",
"heading": "Legal action, suing a customer, legal referral and legal handoff",
"text": "Customers who have missed one or two payments (1-60 days past due) are not referred for legal action (suing): legal referral is a late-stage step, and in collections_cases all 5,948 legal referrals (legal_status demand_letter, garnishment, judgment, statement_of_claim) were made at 123 or more days past due (median 160), after about four missed monthly payments. Earlier stages use reminders, calls and payment or hardship options, and agents must never threaten legal action, garnishment or arrest (qa_checklist items 4 and 5). The legal_handoff treatment starts at 123 days past due.",
"sql": "SELECT\n count(*) FILTER (WHERE legal_referral_flag::BOOLEAN) AS legal_n,\n min(max_dpd_episode::INT) FILTER (WHERE legal_referral_flag::BOOLEAN) AS legal_min_dpd,\n median(max_dpd_episode::INT) FILTER (WHERE legal_referral_flag::BOOLEAN) AS legal_med_dpd,\n count(*) FILTER (WHERE legal_referral_flag::BOOLEAN AND max_dpd_episode::INT <= 60) AS legal_le60,\n min(current_dpd::INT) FILTER (WHERE current_treatment = 'legal_handoff') AS handoff_min_dpd,\n median(current_dpd::INT) FILTER (WHERE current_treatment = 'legal_handoff') AS handoff_med_dpd,\n string_agg(DISTINCT legal_status, ', ' ORDER BY legal_status) FILTER (WHERE legal_referral_flag::BOOLEAN) AS legal_statuses\nFROM collections_cases",
"chunk_id": 64,
"superseded": false,
"authority": 0.85,
"cite": "collections_cases (legal_referral_flag, current_treatment)",
"units": [
"Customers who have missed one or two payments (1-60 days past due) are not referred for legal action (suing): legal referral is a late-stage step, and in collections_cases all 5,948 legal referrals (legal_status demand_letter, garnishment, judgment, statement_of_claim) were made at 123 or more days past due (median 160), after about four missed monthly payments.",
"Earlier stages use reminders, calls and payment or hardship options, and agents must never threaten legal action, garnishment or arrest (qa_checklist items 4 and 5).",
"The legal_handoff treatment starts at 123 days past due."
]
}
]
} |