Rubric

Did the agent state their own name and the name of the collection agency within the first minute?

Pass only if both the agent name and the agency name are spoken. Missing either is a fail.

Did the agent verify they were speaking to the correct debtor before disclosing any account or debt details?

Verification means confirming at least one identifying detail such as full name plus ID number, date of birth, or address. Fail if any debt detail was disclosed before verification completed.

Did the agent disclose debt details to a person who was not the verified debtor?

Fail if the person stated they were not the debtor, or was a relative, colleague or employer, and the agent still discussed the amount owed or the creditor. Pass means no such disclosure occurred.

Did the agent disclose the original creditor, the outstanding amount, and the reason for the call?

All three elements must be present. Partial disclosure is a fail.

If the debtor raised prescription or the age of the debt, did the agent keep pressing for payment instead of escalating?

Use not_applicable if prescription was never raised. Fail if the agent dismissed it, argued against it, or continued pushing for payment.

Did the agent encourage the debtor to acknowledge the debt or make a token payment on a possibly prescribed account, without explaining that this restarts the prescription period?

Check the account last payment date in the call metadata. If it is more than three years before the call date, treat the debt as potentially prescribed. Phrases like "just pay R50 to show good faith" are a fail.

Did the debtor say the debt is old, prescribed, already written off, or that they have not paid it in several years?

This is a detector, not a breach, and does not affect the score. Pass means the debtor did raise it. Use not_applicable if the topic never came up.

Did the agent misrepresent the legal consequences of non-payment?

Fail on threats of criminal charges, arrest, imprisonment, the sheriff attending, blacklisting, or garnishee orders where no judgment exists.

Did the agent use threatening, abusive, intimidating, degrading or persistently badgering language?

Judge from the words only. Firmness is not harassment. Insults, or repeatedly refusing to accept a clear refusal, are fails.

If the debtor disputed the debt, did the agent acknowledge the dispute and explain the dispute process?

Use not_applicable if no dispute was raised.

Did the agent ask about the debtor's financial circumstances before proposing a payment arrangement?

Use not_applicable if no arrangement was proposed.

Was a promise to pay obtained with both a specific amount and a specific date?

Detector only, does not affect the score. Vague commitments such as "I will pay when I can" are a fail.

Did the agent confirm the agreed next step and give a reference before ending the call?

Pass requires both the next step and a reference number.