Collection Agency Services

The vendor is required to provide for the provision of collection agency services relating to the collections of outstanding customer accounts (accounts receivables accounts and overdue utility accounts).
- Services to be provided includes, but may not be limited to:
• Locating the debtor; 
• Collection of all outstanding accounts placed by the city; 
• Collecting the full amount of debt plus accrued interest, if applicable (the collection agency does not have the authority to negotiate a different amount with the debtor unless approved by the city); 
• All collection costs (e.g., credit checks); 
• Complying with all government regulations (federal and provincial).
- Provide an electronic list of overdue accounts on a monthly basis.
- These will include both overdue utility and accounts receivables accounts, however, will not include property tax accounts.
- The list provided will contain, to the city’s best knowledge, the most current contact information regarding the customer along with the invoice date and number, value of the account and the nature of the account.
- The responsibility of the collection agency to undertake the collection process once city staff have exhausted collection efforts.
- Legislative compliance
• The collection agency and all individuals engaged as collectors by the collection agency must comply with all applicable statues within state regarding collection activities. 
• The collection agency and all individuals engaged as collectors by the collection agency are duly licensed under the fair-trading act and collection regulation. 
• Agency and collectors must be licensed and bonded in state.
• The collection agency:
o Will have developed guidelines and policies regulating the process of locating and contacting debtors, including ensuring that the collectors comply with the provisions of all applicable laws, relevant acts and regulations.
o Will document and keep a record of all actions taken by the collection agency in relation to debt recovery upon receipt of a file.
- The collection agency must meet the following standards of operation:
• The collection agency will use licensed collectors and have the ability to collect from debtors regardless of location (i.e., to be licensed and bonded as required by regulation in each province or territory or other geographical areas where a debtor may be located). 
• Collection agency and collectors must maintain a respectful, professional, and positive image to the public while undertaking collection activities. 
• The collection agency will be honest, fair, and treat debtors with integrity and respect in their communications with the debtor. 
• The agency will not use intimidation, threats, or harass a debtor through the collection process and will not violate any government guidelines or regulations. 
• The collection agency personnel and collectors will use respectful language with all individuals contacted. 
• Each individual account will not be contacted more than once per day, subject to the provisions of the collection regulations. 
• The collection agency will cease all communications with an individual if requested to do so by the city’s authorized representative. 
• The collection agency will not under any circumstances commence any legal action against any individual without the prior written authorization of the city in each case. 
• The collection agency will not under any circumstances whatsoever directly or indirectly threaten or state an intention to commence legal action or any other recovery proceedings against an individual, without the prior written authorization of the city. 
• The collection agency will not perform any outgoing actions (namely phone calls, letters, or emails) from December 24 to January 1 of each winter season. 
• The collection agency will immediately inform the city in the event an individual, or a debt repayment agency acting on behalf of that individual, proposes a debt repayment plan or makes a debt settlement proposal. 
• The collection agency may not agree to any debt repayment plan or debt settlement proposal without the prior written authorization of the city. 
• The city reserves the right to recall accounts at its sole and absolute discretion without charge or penalty from the collection agency. 
• The city may place a previously recalled account to the collection agency. 
• City accounts placed with the collection agency will not be pooled with other accounts from other customers.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: July 16, 2025