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ACM ends its intensified oversight of debt collection agency Intrum Nederland

Debt collection agency Intrum Nederland, formerly called Intrum Justitia, has honored its commitment regarding the collection of debts from consumers. As a result, consumers are protected against unjust and aggressive debt collection methods. The Netherlands Authority for Consumers and Markets (ACM) is positive about Intrum Nederland’s compliance, and will therefore end its intensified oversight of Intrum Nederland. Intrum Nederland had previously made a commitment to ACM following an investigation prompted by complaints that ACM had received. Intrum Nederland is one of the largest agencies in the debt collection sector. ACM takes action against unfair debt collection practices. Complaints filed by consumers with consumer information portal ACM ConsuWijzer are vital for ACM’s oversight efforts.

Edwin van Houten, Director of ACM’s Consumer Department, adds: “Over these past few years, ACM has dealt with various debt collection agencies. By imposing fines, negotiating commitments, and issuing warnings, ACM has taken steps to reduce the problems that consumers encounter with regard to aggressive and wrongful debt collection practices. It is important that debt collection agencies are aware of their responsibility towards consumers.”

Consumer-oriented debt collection methods

The most important commitments made by Intrum Nederland are:

  • it would no longer exert undue pressure on consumers to pay their bills;
  • it would not charge consumers more fees than statutorily permitted;
  • it would give consumers 14 days to pay their debts before charging debt collection fees;
  • it would communicate more clearly with consumers about their debts, and it would answer their questions.

ACM had previously established that debt collection agencies exert pressure on consumers to pay unjust bills, for example, connected to unsolicited shipments. That is why ACM takes action against unfair methods adopted by debt collection agencies. ACM can impose fines of up to 900,000 euros or a percentage of their turnover.

Awareness campaign about consumer rights with regard to debt collection

ACM opted for employing a more comprehensive approach to the problems in the debt collection sector than using enforcement alone. Previously, ACM focused on educating consumers about their rights with regard to debt collection. ACM’s campaign “Debt collection? Only pay if the facts are correct” (in Dutch: ‘Betaal, maar alleen als het klopt’) was aimed at empowering consumers. In addition, ACM developed tools for debt counselors, and it reminded clients of debt collection agencies of their responsibility in delegating debt collections.

Legislation

New legislation is being drafted that includes additional quality requirements for debt collection agencies in order to improve the quality of debt collection. ACM provides input for the new legislation based on its experiences with the debt collection sector.

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