Credit Management Australia August 2025 Edition

Staying ahead in credit management

ALSO IN THIS EDITION:

l Data-driven decisions: discover the future of credit management depends on the quality of your data

l Late payments unpacked: Why do some customers always pay late? We reveal patterns and strategies

l Preparing for hearings: what clients must know: ensure you’re informed and ready with expert guidance

Our 2025 supporters

National partners

Divisional partners

Divisional supporting sponsors

Monika

EDITOR/ADVERTISING

Claire Kasses, General Manager

Tel Direct: 02 9174 5727 or Mob: 0499 975 303

ISSN 2207-6549

DIRECTORS

Julie McNamara FICM CCE – Australian President

Mary Petreski FICM CCE – Victoria/Tasmania

Troy Mulder FICM CCE – Western Australia/Northern Territory

Rob Jackson MICM CCE – South Australia

Theresa Brown MICM CCE – New South Wales

Steven Staatz MICM CCE – Queensland

Daniel Taylor MICM – Co-opted Director

CHIEF EXECUTIVE OFFICER

Nick Pilavidis FICM CCE

Level 3, Suite 303, 1-9 Chandos Street, St Leonards NSW 2065

PO Box 64, St Leonards NSW 1590

Tel: (02) 8317 5085, Fax: (02) 9906 5686

Email: nick@aicm.com.au

PUBLISHER

Nick Pilavidis FICM CCE | Email: nick@aicm.com.au

CONTRIBUTING

EDITORS

NSW – Gary Poslinsky MICM

Qld – Emma Purcival MICM CCE

SA – Maria Scacchitti MICM

WA/NT – Jeremy Coote MICM CCE

Vic/Tas – Alex Hawtin MICM

Email: claire@aicm.com.au

EDITING and PRODUCTION

Anthea Vandertouw | Ferncliff Productions Tel: 0408 290 440 | Email: ferncliff1@bigpond.com

THE EDITOR reserves the right to alter or omit any article or advertisement submitted and requires idemnity from the advertisers and contributors against damages or liabilities that may arise from material published. CREDIT MANAGEMENT IN AUSTRALIA is published by the Australian Institute of Credit Management, Level 3, Suite 303, 1-9 Chandos Street, St Leonards NSW 2065. The views expressed in CREDIT MANAGEMENT IN AUSTRALIA are not necessarily those of Australian Institute of Credit Management, which does not expect or invite any person to act or rely on any statement, opinion or advice contained herein (whether in the form of an advertisement or editorial) and neither the Institute or any of its employees, agents or contributors shall be liable for any opinion contained herein. © The Australian Institute of Credit Management, 2025.

Julie McNamara FICM CCE National President

Welcome to the August edition of Credit Management in Australia.

Across Melbourne, Brisbane, Sydney and Perth, we’ve come together at our spectacular awards nights to honour the finalists and winners of the Young Credit Professional (YCP) and Credit Professional (CP) of the Year awards. These events are more than just recognition; they’re a powerful reminder of the professionalism, impact, and leadership credit professionals bring to business every day. The celebrations continue in Adelaide in the coming weeks, and I look forward to sharing in the energy and pride that these events inspire.  Congratulations to all the finalists and division winners, it takes courage to step out of our comfort zones to “have a go” but it is so worth the effort!

This is such an exciting time in our calendar with planning for the AICM National Conference is in full swing. Beyond the learning and networking opportunities, the conference will be a momentous occasion to announce our national award winners and celebrate the 2025 YCP, CP, and Credit Team of the Year at the President’s Dinner. If you haven’t registered yet, I encourage you to do so, early bird rates are closing soon.

I look forward to seeing you all there and catching up with my AICM family.

I’m also pleased to see growing engagement with the Credit Knowledge Hub (CKH). This

platform is proving to be a valuable resource for both personal and team development. If you haven’t yet explored its potential, I invite you to join the CKH Information Session on 21 August to discover how it can support your growth.  The team at our AICM head office have done an amazing job with the development and delivery of the CKH, just another initiative to make all our roles that much more professional and reliable.

A heartfelt thank you to all members who have renewed their membership, your continued trust in AICM strengthens our shared mission. We look forward to connecting with many of you at the upcoming Divisional AGMs over the next few weeks.

Finally, our WINC luncheons are wrapping up in spectacular fashion, with record attendance in Brisbane, nearly 300 participants, making it the largest WINC event to date. Thank you to everyone who joined us and contributed so generously to fundraising efforts across the country. The WINC journey continues with our recent and upcoming WINC webinars, and I hope to see many of you there.

Let’s keep celebrating the excellence and energy that make our credit community so exceptional.

Warm regards,

Julie McNamara FICM CCE National President

“Beyond the learning and networking opportunities, the conference will be a momentous occasion to announce our national award winners and celebrate the 2025 YCP, CP, and Credit Team of the Year at the President’s Dinner.”

AICM recent graduates

AICM would like to congratulate its recent graduates:

FNS51522 Diploma of Credit Management

Ethan Fleming QLD Dynamic supplies

FNS40122 Certificate IV in credit management

Liza Muir QLD Neumann

Jade Stafford QLD Brisbane city Council

FNS30420 Certificate III in Mercantile Agents

Georgette Little Vic/Tas CCSG

Classroom training calendar

Accurate credit decisions require quality data

By Marcus Bruhn*

Data quality is a crucial element of effective risk management. Yet, credit decisions are routinely made with data that is inaccurate, duplicated, poorly compiled, incomplete or dated. While it’s tempting to place unwavering trust in data, in a world characterised by an unprecedented volume of information, low-quality data can silently undermine even the most robust decisionmaking processes.

Consider the direct impact: a credit decision based on flawed information can alienate customers, result in lost revenue, and incur compensatory overspending. Simply put, bad data yields wrong answers, directly impacting your portfolio’s health and profitability.

Elevating your data quality for smarter decisions

The challenge lies in extracting genuine value from this vast data landscape.This involves a multifaceted approach to ensuring the data you rely on is robust and reliable.

Data source and breadth

The depth and variety of your data sources are crucial. Limited sources or datasets lacking relevant detail often mean critical parts of the data story are missing, leading to inaccurate conclusions.

Diverse and broad data paints a clearer picture. For instance, a comprehensive commercial credit report should draw on enough data points to detail the inquirer, date, dollar value, credit

“The depth and variety of your data sources are crucial. Limited sources or datasets lacking relevant detail often mean critical parts of the data story are missing, leading to inaccurate conclusions.”

type, and originating industry. When any of these fields are missing, it’s a clue that the report is probably based predominantly on ASIC search data and may lack the necessary context to interpret warning signs of credit risk.

Ensure your data provider draws on a breadth of reliable, authoritative sources spanning consumer, commercial, fraud and identity. In particular, understanding the consumer data of company directors can offer powerful insights into their overall risk profile. Additionally, understanding emerging risks such as climate risk, Environmental, Social, and Governance (ESG) requirements will necessitate incorporating new data sets into your risk assessments.

Below, an Equifax analysis of portfolio profitability

demonstrates the value of quality data sources for making credit decisions.

In this hypothetical scenario, the bank processes 20,000 loan applications with an average of 8% bad rate. Bad loans cost the bank $20,000 while a good loan yields $2,000. The analysis quantifies how different data elements contribute to portfolio profitability. While individual data points like ‘Time since Incorporated’ offer some uplift, the real power lies in the synergy of comprehensive data, using a range of elements like Trading History Score (which brings in the predictive elements of the directors and enquiries on file), Minimum Director Score and Enquiries on File.

For instance, Enquiries on File can offer an uplift of $416 per application, potentially

contributing $8.3M to portfolio improvement. Trading History Score (which combines all the underlying data) can potentially provide an even higher uplift of $647 per application, possibly leading to a substantial $12.9M in portfolio improvement.

This clearly demonstrates how a greater depth and breadth of data, particularly through more predictive attributes –like Trading History scores, which utilise enquiries on file, director and trade payment data – translates into enhanced profitability and more effective credit decisions for a given portfolio. Bringing all these distinct elements together through sophisticated credit risk scores provides the most effective mechanism for a predictive assessment, helping to maximise overall portfolio profitability and minimise risk.

“Data can quickly become obsolete. The fresher your data, the more accurate your insights.”

Data freshness and real-time insights

Data can quickly become obsolete. The fresher your data, the more accurate your insights. Enquire about your data provider’s refresh cadence. Real-time or near real-time data collection is crucial for identifying rapidly escalating risks. For example, unless the ASIC data your provider uses is timely and up to date, it may miss important recent credit events, thereby overlooking vital information for your risk assessment.

Equifax provides over 100M ASIC reports to customers every year. This large volume of generated reports allows us to more frequently link, match and correlate this data with our on-file data sets, constantly adding value and enriching all our credit reports.

Data matching and linkage

The ability to accurately match and link disparate data records is fundamental. A data provider’s sophisticated data preparation and advanced

machine learning algorithms are key to connecting various pieces of information. This enables a more complete view of financial health and customer behaviour.

For comprehensive insight into a business’s viability, it’s crucial to connect commercial data with the consumer profiles of company directors. This holistic view can reveal critical financial instability that might otherwise go unnoticed.

As a consumer and commercial credit bureau,

Equifax has the data to pull together a detailed and comprehensive profile of a director. In addition to ASIC director and shareholder information, we also link information from an individual’s consumer profile where consent is given.

Data Quality and AI-driven decisions

The rapid adoption of Artificial Intelligence (AI) capabilities further underscores the critical importance of data quality. AI models are only as effective as the data they are trained on. If the underlying data is corrupted, biased, or lacks integrity, any AI solution built upon it will produce similarly flawed outcomes.

While AI can aid in detecting and addressing some data issues, the foundational principle remains: high-quality, unbiased, and comprehensive data is essential for robust

credit risk scores and effective AI-driven solutions.

Data cleansing and governance

Given the vast amounts of data businesses manage, ensuring its accuracy, reliability, and timeliness is paramount. Data cleansing, the process of fixing inaccuracies, incomplete, duplicate, or wrongly formatted records, offers significant benefits. It can prevent issues like charging deceased customer accounts, thereby reducing liability, processing costs, and improving customer service.

For credit professionals, regular data quality audits are prudent. When refreshing credit risk models, this provides an ideal opportunity for a deep dive into data integrity, leading to improved data quality and more effective risk models.

Equally important, setting up processes for the ongoing

monitoring of data feeds to detect anomalies and ensure consistency. This data governance framework should include processes for refreshing data as frequently as possible, as well as maintaining the security and compliance of your data – more critical than ever as the risk of data breaches increase.

Prioritising data quality in your dealings with data providers and implementing strong internal data governance can help build a value-driven foundation to fuel the accuracy of your credit decisions.

Contact Equifax on 13 8332 or equifax.com.au/contact to learn more about the reliability and predictiveness of Equifax data.

*Marcus Bruhn General Manager Data Commercialisation and Governance Equifax www.equifax.com.au

Why some customers always pay late and how to manage them

By Nicholas Taylor*

Late payments are a persistent pain point for Australian businesses, with CreditorWatch data consistently showing that payment delays are a leading indicator of credit risk and business failure. While one-off late payments can be caused by temporary cash flow issues, some customers are repeat offenders – they always seem to pay late, no matter how clear your terms or how often you follow up.

So why do these customers continually miss deadlines? And more importantly, how can you deal with them effectively,

without damaging the relationship or your own cash flow?

The psychology and patterns behind chronic late payers

Some customers don’t just accidentally pay late – they’ve made it part of how they operate. Here are the most common types of chronic late payers:

1. The Cash Flow Juggler

This customer pays late because they’re constantly short on cash. They’re not deliberately trying to harm you – they’re just robbing Peter to pay Paul.

Nicholas Taylor “While one-off late payments can be caused by temporary cash flow issues, some customers are repeat offenders –they always seem to pay late, no matter how clear your terms or how often you follow up.”

“Their payments are late because their internal systems are poor – they forget, lose invoices, or don’t have streamlined approval processes.”

2. The Deliberate Delayer

This group knows exactly what they’re doing. They strategically delay payments to preserve their own working capital and prioritise bigger suppliers who can apply more pressure.

3. The Disorganised Operator

Their payments are late because their internal systems are poor – they forget, lose invoices, or don’t have streamlined approval processes.

4. The Conflict Avoider

Sometimes customers delay

payment because there’s an unspoken dispute over quality, delivery, or expectations – but they haven’t raised it directly.

5. The ‘Too Big to Chase’ Offender

Large businesses often take advantage of their size and bargaining power. They know smaller suppliers are reluctant to risk the relationship and may let late payments slide.

Red flags to watch out for CreditorWatch’s data shows that consistent late payment

behaviour often precedes default or insolvency. Warning signs include:

l A history of payment defaults

l Multiple address or directorship changes

l Refusal or delays in providing trade references

l Sudden changes in communication or responsiveness

How to handle customers that always pay late

Dealing with chronic late payers requires a blend of process, persistence, and pragmatism.

Here’s how to do it effectively:

1. Segment your customers by risk

Use credit reporting tools to group your customers into low, medium, and high credit risk. Allocate your attention and resources accordingly. For late payers in the high-risk group, tighten terms or switch to cashon-delivery.

2. Get your onboarding process right

Ensure new customers undergo proper credit checks, sign your terms and conditions, and agree to a clear payment schedule. This gives you a legal and operational advantage later on.

3. Make it easy to pay

Sometimes customers pay late because invoicing isn’t clear or payment methods are limited. Use automated invoicing tools and offer multiple payment options to remove excuses.

4. Send polite but firm reminders

Don’t wait until an invoice is overdue to remind customers. Automated email reminders a few days before the due date, and again on the day, help push your invoice to the top of their list.

5. Charge late payment fees or offer discounts

Incentivise prompt payment with early-payment discounts or

“Automated email reminders a few days before the due date, and again on the day, help push your invoice to the top of their list.”

discourage delays with late fees – but only if these are included in your terms and legally enforceable.

6. Escalate strategically

If payment still doesn’t come through, use tools from credit reporting agencies to escalate:

l Send a payment demand letter

l Register a payment default

7. Reassess the relationship

If a customer is consistently late and unresponsive, they may not be worth keeping. Consider moving them to upfront payment terms or discontinuing the relationship to protect your cash flow.

When to be flexible

– and when to be firm

Not every late payment warrants a hardline response. Consider the customer’s history: if they’ve generally been reliable, a one-off issue may be worth accommodating. But if they’re habitual late payers who don’t communicate, it’s time to protect your business first.

Late payments are more than a nuisance – they can cripple small business cash flow and increase insolvency risk. Understanding the why behind chronic late payers gives you the tools to respond smarter.

*Nicholas Taylor Corporate Manager, CreditorWatch www.creditorwatch.com.au

Three powerful workshops.

One transformative experience. Join credit professionals from across the industry for a unique opportunity to learn, refresh, and connect. This bundle covers the essentials of Personal Insolvency, Corporate Insolvency, and Personal Property Securities (PPS) designed to elevate your understanding and sharpen your skills.

Workshop 1: Understanding Personal Bankruptcy

Friday 12th September | 12:30 – 4:30 PM AEST

Gain clarity on the fundamentals of personal insolvency. Learn the language of bankruptcy, how to read documentation, complete proofs of debt, and engage with trustees effectively.

Workshop 2: Understanding Corporate Insolvency

Friday 19th September | 12:30 – 4:30 PM AEST

Recognise the signs of corporate distress and learn best practices for interacting with insolvency practitioners. Understand notifications, internal processes, and key indicators.

Workshop 3: Personal Property Securities (PPS)

Friday 26th September | 12:30 – 4:30 PM AEST

Master the PPSA and PPSR. Learn how to register, perfect, and release securities, and understand the legal implications for leases, hires, and credit agreements.

Who Should Attend?

Credit team members ready to level up

Experienced professionals seeking a refresher

Anyone involved in credit, leasing, or lending

Certificate of Completion awarded after all three workshops. Earn 12 CPD Points.

Cost:

Member: $855 inc GST

Non-Member: $1,005 inc GST

Australia wastes $4.5 Billion in unsold goods annually – but there’s a smarter way forward

As the cost-of-living crisis continues and millions of Australians face daily challenges affording essentials, a new report has revealed a confronting paradox: while the need grows, billions of dollars’ worth of unsold retail goods are going to waste each year.

According to a new report by Deloitte Access Economics, commissioned by national charity Good360 Australia, $4.5 billion worth of new, unused consumer goods are discarded annually. This includes $2.9 billion in unsold retail stock

and over $1.5 billion in returned online purchases, much of it still in perfect condition.

A growing waste problem in essential goods

The report reveals a 17% increase in waste since 2021, with the largest rise in everyday essentials such as toiletries, cleaning supplies, and infant care items. These are the very products most needed by families struggling to make ends meet.

For businesses, this trend represents a commercial and logistical burden -managing

“We have two growing problems – rising levels of unmet need and rising levels of waste. At Good360, we connect those dots.”

excess stock, navigating returns, and absorbing warehousing costs. For communities, it’s a missed opportunity to provide support and dignity to people experiencing hardship.

Good360: Connecting surplus with need

Marking its 10th anniversary, Good360 Australia has shown there’s a smarter, more impactful alternative. The charity has already redistributed over $500 million in new, surplus goods – supporting 4.8 million Australians and diverting over 7,600 tonnes of product from landfill.

“We have two growing problems – rising levels of unmet need and rising levels of waste.

At Good360, we connect those dots,” says Alison Covington AM, Founder and Managing Director.

“Our model is proven, scalable, and delivers real impact for business, the environment, and society.”

A national movement for good

Working with over 4,800 charities and disadvantaged schools, Good360 has given more than 43 million items a second life – from clothing and hygiene products to school supplies and furniture. Each donation supports education, reduces stress, and restores dignity to people doing it tough.

With its current success as a springboard, Good360 has now set an ambitious new goal: to deliver $500 million worth of goods annually by 2030, matching in one year what it achieved across its first decade.

Strategic

value for businesses

James Atkins, Good360’s new Chair and a seasoned strategy advisor, highlights the cost businesses bear for unsold inventory: “It’s not just the physical costs – there are reputational, sustainability, and opportunity costs too.”

He explains that by donating through Good360, businesses can strengthen ESG outcomes, improve supply chain efficiency, and demonstrate leadership in social responsibility. “It turns a sunk cost into a community investment,” says Atkins.

A smarter policy approach

The Deloitte report also calls for greater government support to help scale Good360’s model nationwide – echoing the success of coordinated responses to food waste. “This is smart, noninflationary policy that delivers fiscal and social dividends,” says Atkins.

In a challenging economic climate, this approach offers a rare trifecta: lower costs for businesses, reduced environmental impact, and practical support for vulnerable Australians.

A call to action for businesses

Good360 is now encouraging more businesses –especially people with excess, ageing, or seasonal inventory – to take part in the solution.

“To the credit managers, logistics teams, and retail leaders dealing with surplus stock daily –there is a better way,” Covington urges. “What was once a liability can become a lifeline.”

For AICM members, who play a pivotal role in the lifecycle of inventory and credit decisions, this presents a unique opportunity to align financial strategy with positive social and environmental outcomes.

Be Part of the Circle of Good

Alison Covington AM, has proudly attended the WINC luncheons as part of Good360’s partnership with AICM, and shared her inspiring journey of building the organisation from the ground up. Her message – a blend of innovation, action, and optimism – resonates strongly with AICM’s mission to empower and uplift.

You can help expand Good360’s impact in two simple ways:

1. Donate: Every $1 enables Good360 to deliver $20 worth of goods to Australians in need.

Donate here

2. Spread the Word: Know a client or business with surplus goods? Encourage them to donate and join the Circle of Good. Learn more

Together, we can help fill homes with dignity, not just goods – and create a more sustainable, compassionate economy in the process.

Update from across the ditch: Navigating the plateau –credit trends stabilise amid economic uncertainty

By Monika Lacey MICM*

As we move through the third quarter of 2025, the economic climate in New Zealand remains defined by cautious optimism and persistent headwinds.

Over the past three months, Centrix data has revealed a nuanced picture of household and business credit behaviour, one that reflects both resilience and restraint.

In May, the National Government delivered its second Budget, focused on financial prudence and targeted investment to stimulate productivity and infrastructure.

The Reserve Bank responded by cutting the Official Cash Rate

(OCR) to 3.25%, its lowest level since October 2022.

This move sparked a rise in credit demand, particularly in mortgage refinancing, as borrowers sought relief from high fixed rates (unlike Australians, majority of New Zealanders fix their mortgages – the most popular terms being 1-24 months).

June brought signs of stabilisation – GDP grew by 0.8% in the March quarter, slightly above expectations, and consumer arrears began to level out.

Mortgage arrears declined, and credit card and personal

“Over the past three months, Centrix data has revealed a nuanced picture of household and business credit behaviour, one that reflects both resilience and restraint.”

Consumer Arrears Trends

loan arrears showed modest improvement. However, financial hardship cases continued to climb, and company liquidations remained elevated.

By July, the Reserve Bank paused its rate-cutting cycle, holding the OCR steady at 3.25%.

This decision reflects a “wait-and-see” approach amid persistent inflation, global trade uncertainty, and a plateaued recovery.

Credit trends followed suit: while arrears improved slightly, the pace of recovery slowed, and business defaults remained high.

Across these three months, the data tells a story of a nation adapting to uncertainty.

Households are cautiously managing debt, while businesses are navigating volatile conditions.

Home Loan Arrears

Consumer arrears stabilise, lending rises

The first half of 2025 showed a continuous year on year improvement in consumer arrears, although this gap is now closing.

Consumer arrears hovered

around 12.4% of the credit-active population across May, June, and July. In June, arrears dipped to 12.36%, with 478,000 individuals behind on payments.

Mortgage arrears improved month-on-month, falling from 1.49% in April to 1.41% in June. 

Credit Card & Auto Loan Arrears

Personal Loan & BNPL Arrears

Telco & Utility Arrears

In June, credit card arrears dropped below 4% for the first time since September 2022, and personal loan arrears eased to 9.3%.

Buy Now, Pay Later (BNPL) arrears continued their downward trend, reaching 8.4% in both March and June. Retail energy and telco arrears also showed modest improvements, though telco arrears remain elevated compared to last year.

Mortgage momentum builds

New household lending surged across all three months. Mortgage lending rose 21.2% year-on-year in June, driven by refinancing activity as 79% of mortgages are set to be repriced over the next 12 months.

Non-mortgage lending, including credit cards, personal loans, vehicle finance, and BNPL, also rose steadily, up 5.5% in June.

The average mortgage size now sits at $518,000, with Auckland leading at $688,000.

First-home buyers are borrowing more, with average loan sizes up 4.6% year-on-year.

Financial hardship showing signs of easing

Financial hardship cases rose to 14,700 in May and declined slightly to 14,450 in June.

While still up 7.1% year-onyear, the rate of increase has slowed. 

New Consumer Lending (Indexed to 2019)

Residential Mortgages: Repricing Maturity

Financial Hardship Growth

Business Credit Demand: 2020 – 2025

Company Liquidations Up 25% YoY

“Hospitality has now overtaken property as the secondmost affected sector, with 288 hospitality firms placed into liquidation in the past year, up from 199 the year prior.”

Mortgage payment difficulties remain the leading cause (45%), followed by credit card debt (29%) and personal loans (18%). The most affected age group continues to be 35–49-year-olds.

Business credit demand up, defaults persist

Business credit demand rose consistently across all three months, up between 8 and 9% year-on-year.

Retail, hospitality, financial services, and arts/recreation sectors led the growth.

However, defaults climbed across all sectors, up 13–18% yearon-year, with manufacturing and property/rental sectors most affected.

Company liquidations reveal mounting pressure across key sectors

Company liquidations remain a key indicator of economic stress.

Over the past year, liquidations have surged: up 30% in May, 27% in June, and 26% in July year-on-year. While the pace of increase is beginning to ease, the volume remains high.

The number of liquidations are partly due to increased enforcement activity by the IRD (NZ’s equivalent of the ATO).

The construction sector continues to bear the brunt, with over 750 building firms liquidated in the past 12 months.

Hospitality has now overtaken property as the second-most affected sector, with 288 hospitality firms placed into liquidation in the past year, up from 199 the year prior.

Retail, transport, and manufacturing also show elevated failure rates.

Economic Update

Small businesses, particularly sole proprietors managing multiple ventures, are facing elevated debt stress, with many relying on home equity to sustain operations – increasing their financial vulnerability.

These pressures are compounded by rising operating costs and shifting consumer spending patterns.

A delicate balance ahead

The past three months have shown that while the worst may be behind us, the path

to recovery is far from certain. Credit trends are stabilising, but not yet improving at pace.

Households are cautiously optimistic, with refinancing activity and improved arrears suggesting some financial breathing room.

However, persistent hardship, elevated business defaults, and sector-specific vulnerabilities – particularly in construction and hospitality – underscore the fragility of the current environment.

As we look ahead to the

second half of 2025, the focus must remain on resilience.

For households, that means staying on top of repayments and seeking support early. For businesses, especially SMEs, it means managing cash flow carefully and adapting to shifting consumer behaviour, as the economy continues to find its footing.

*Monika Lacey MICM Chief Operating Officer

Centrix Credit Bureau of New Zealand www.centrix.co.nz

Annual Company Liquidation Volumes

“Small businesses, particularly sole proprietors managing multiple ventures, are facing elevated debt stress, with many relying on home equity to sustain operations – increasing their financial vulnerability. ”

UPCOMING SPECIAL INTEREST GROUPS:

Corporate Insolvency: 9 September 2025 – Share scenarios, discuss legislative proposals, and drivers of insolvency trends. Register Now

eInvoicing: 16 September 2025 – Dive into the latest in electronic invoicing through the Peppol Framework. Register Now

Personal Insolvency: 11 November 2025 – Explore trends, scenarios, and legislative changes. Register Now

Why join a Special Interest Group?

l Share and Learn: Exchange insights on what strategies work and what don’t, gaining valuable knowledge from peers.

l Answer Known and Unknown Questions: Find answers to your questions and discover new ones through engaging discussions.

l Deep Dive into Practical Aspects: Explore the practical, day-to-day aspects of our work in greater detail.

l Explore Complex Issues: Understand how others approach areas where there are no clear black-and-white answers so you can implement the best solution for your scenario.

l Tap Community Knowledge: Access the collective wisdom of the community and understand the credit profession’s day-to-day realities.

l Understand Best Practices: Learn and implement industry best practices shared by fellow professionals.

l Professional Growth: Gain new ideas for improvement and stay ahead of trends.

l Contribute to Advocacy: Play a role in AICM advocacy efforts and shape the future of our profession.

l Membership Benefits: Enhance your membership experience and build valuable professional relationships.

We are excited to announce the launch of our new member only Special Interest Groups (SIGs), designed to enhance your professional development and foster stronger connections within our community. These groups will offer a unique platform to dive deep into niche topics, share best practices, and discuss the day-to-day challenges and triumphs of our profession.

Commercial Credit KPI’s: 18 November 2025 – Discuss trends, causes, and initiatives to improve KPI’s. Register Now

Complaints and Disputes: 9 December 2025 – Share best practice insights, legislative updates, and industry trends. Register Now

How to participate:

l Quarterly Zoom Meetings: Join interactive sessions with audio and video.

l Pre-Meeting Surveys: Share your initial views, questions and comments before the meeting to help shape the discussion.

l Facilitated Discussions: Engage in open forums led by experienced chairs.

l Ongoing Engagement: Continue the conversation post-meeting via the AICM LinkedIn Group.

Schedule and Registration

l There will be at least two SIGs each month, with each session lasting one hour.

l Topics will initially be held quarterly which may increase or decrease based on developments in the area.

l Registration is open now for the upcoming sessions.

l SIGs are a member only benefit.

We look forward to your active participation in these groups. Together, let’s shape the future of our profession and strengthen our community.

Global trends, local impacts: Insights from ACA International’s Annual Convention

By Daniel Taylor MICM*

In July, I had the privilege of attending the ACA International Annual Convention in Louisville, Kentucky, one of the most significant global events for credit and collections professionals. As someone deeply embedded in both the credit and debt recovery sectors, the opportunity to engage with international thought leaders and technology providers reinforced just how interconnected our challenges and opportunities are.

Regulation, reform, and reputational risk

A recurring theme throughout the conference was the complexity of regulatory change. In the U.S., the withdrawal of the CFPB’s advisory opinion on

medical debt was a case study in how policy, if poorly designed can create industry uncertainty and unintended consequences. The advisory opinion was ultimately deemed a “major rule” requiring proper legislative process something the industry successfully challenged. This outcome was a reminder of the importance of industry advocacy, especially when regulation intersects with compliance costs, consumer rights, and operational clarity. Here in Australia, we too are navigating an evolving regulatory landscape, particularly around data privacy, financial hardship, and responsible collections. For credit managers, this reinforces the need to remain informed, engaged, and agile in responding to change.

“Here in Australia, we too are navigating an evolving regulatory landscape, particularly around data privacy, financial hardship, and responsible collections.”

“Technology dominated the conversation at ACA, with a sharp focus on how artificial intelligence, automation, and analytics are reshaping customer engagement, compliance oversight and portfolio performance.”

AI, automation, and smarter engagement

Technology dominated the conversation at ACA, with a sharp focus on how artificial intelligence, automation, and analytics are reshaping customer engagement, compliance oversight and portfolio performance.

In particular, U.S. firms are investing heavily in decision engines, predictive analytics, and real-time compliance tools delivering not only operational efficiency but a more tailored customer journey. These tools are enabling better segmentation, smarter timing of engagement and more consistent outcomes.

For Australian credit teams, the key takeaway is not just to “digitise,” but to digitise with intent aligning innovation with business objectives, risk appetite, and customer expectations. Many of the tools showcased are now accessible to Australian firms and the time to assess integration pathways is now.

The voice AI revolution – are we ready?

Perhaps the most provocative trend was the emergence of Voice AI fully automated voicebots capable of holding complete debt resolution conversations without human intervention. These systems are

no longer theoretical; they are operational in parts of the U.S. and demonstrating measurable uplift in contact rates and compliance.

But with this innovation comes complexity. In an Australian context, there are key questions we must ask:

l Will consumers accept AI-led conversations?

l How do we ensure compliance with the Privacy Act, ACCC guidelines, and State-based consumer protection laws?

l What ethical frameworks are needed to support automation in sensitive financial conversations?

Agencies and credit teams looking to explore this technology must start by evaluating their data infrastructure, omni-channel readiness, and consumer sentiment frameworks. Hybrid models where Voice AI supports human agents may present a more acceptable path forward in the short term.

This is not just about replacing people with machines. It’s about enhancing the customer experience and freeing up skilled agents to handle higher-value or more complex conversations. Done right, Voice AI can improve consistency, reduce complaints, and elevate operational outcomes but only if deployed with transparency and control.

Tech trends shaping the future of credit

Beyond Voice AI, the convention showcased several other important trends that are reshaping the credit and collections ecosystem:

l Real-Time Agent Assist Tools: AI is being deployed not only to interact with customers but to support agents in realtime during conversations. These tools provide prompts, next-best-action suggestions,

and compliance monitoring allowing agents to remain compliant and effective without slowing down the call. This represents a significant step forward in blending human empathy with digital efficiency.

l Conversational Analytics and Sentiment Tracking: New technologies are enabling the detailed analysis of voice, email, SMS, and chat interactions to assess customer sentiment, compliance risk, and engagement effectiveness. These tools can identify frustration, confusion, or satisfaction giving credit teams the ability to adapt strategies based on customer emotion and response in near real time.

l AI-Powered Hardship Identification: Several platforms now include machine learning models trained to identify indicators of financial hardship through behavioural patterns, language cues, and historical interactions. This offers the potential to engage customers earlier with tailored support and more empathetic recovery strategies supporting

“Done right, Voice AI can improve consistency, reduce complaints, and elevate operational outcomes but only if deployed with transparency and control.”

both compliance and longterm repayment outcomes.

l Next-Generation Dashboards: Many firms showcased user-centric, highly visual dashboards that combine operational data, compliance metrics, and predictive analytics. These dashboards provide collection managers and credit executives with immediate insights and red flags no longer relying on manual reporting or lagging indicators. The message was clear: data is not just for data teams, everyone in the credit chain needs access to actionable intelligence.

l Digital Identity and Consent Management: With increasing scrutiny on data handling and digital engagement, technologies that support secure identity verification and dynamic consent management were on display. These are critical for omni-channel strategies that must align with modern privacy obligations, especially as digital communications expand.

It wasn’t long ago that customer self-service payment apps were hailed as the next big thing in collections offering improved accessibility, convenience, and digital-first engagement. Today, they are no longer a novelty or innovation; they’re simply an expected part of the credit lifecycle. This rapid shift from

breakthrough to baseline serves as a powerful reminder of just how quickly technology matures in our sector.

What was once considered cutting-edge can become standard in a matter of months. For credit leaders, this highlights the importance of building integration-ready, flexible tech environments. Rather than relying on monolithic systems, organisations must embrace architectures that allow for modular, tech-agnostic integrations so they can adapt to new tools, channels, and consumer preferences without having to rewire the entire operation. The future belongs to those who build with change in mind.

People, culture, and sector image

Another major topic one with clear parallels to the Australian market was the challenge of attracting and retaining talent. Whether in collections, credit management or customer support, our industry needs to do more to position itself as a meaningful, professional and values-driven career path.

In the U.S., organisations are investing in culture, training, and flexibility to respond to generational shifts and expectations. The message is clear: if we want to compete for talent, we need to reframe the narrative of what it means to work in credit and collections and create environments where

“...if we want to compete for talent, we need to reframe the narrative of what it means to work in credit and collections and create environments where people feel supported and valued.”

people feel supported and valued.

Why international exposure matters

One of the most valuable aspects of attending international conferences particularly in the U.S. is the ability to see what’s coming next. The scale and maturity of the American market often means that emerging technologies and operating models arrive there first.

By engaging with these trends at their point of inception, we in Australia can better prepare, adapt, and lead.

Exposure to the global credit ecosystem allows us to:

l Benchmark ourselves against world leaders

l Identify technologies that are ready (or nearly ready) for Australian implementation

l Understand the risks and rewards of early adoption

l Build relationships with innovators and vendors who may soon shape our local supply chain

In many ways, this global engagement is no longer optional it’s essential. Credit sits at the heart of economic stability and those working within it must be informed, future-focused, and globally connected. I firmly believe that by participating in these global conversations, we strengthen not only our organisations, but our profession as a whole.

*Daniel Taylor MICM CEO CCSG Group of Companies

Board Member – Australian Institute of Credit Management www.ccsgroup.com.au

What should I, the client, know when preparing for a hearing?

By Jacob Searle MICM*

Jacob

Engaging in the legal process can be a daunting experience, particularly for those unfamiliar with courtroom procedures and legal jargon. Whether the hearing is a simple case management review, a directions hearing to effectively progress the matter, an interlocutory application on a specific point or a final hearing as the matter reaches trial, preparation is essential to ensure the best possible outcome.

Understand the nature and purpose of the hearing

The first step in preparation is a genuine understanding

of what the hearing is about. Each hearing has different objectives and requirements as well as challenges. It is vital to work closely with your legal representation to understand why they are before the Court. Ask questions, be curious and engage with representation to be best placed in any situation before the Court.

Know the legal framework and issues in dispute

In our experience, you will always benefit from an understanding of the key issues in dispute. relating to their case. A proper understanding of strategy and

“Whether the hearing is a simple case management review, a directions hearing to effectively progress the matter ... or a final hearing as the matter reaches trial, preparation is essential to ensure the best possible outcome.”

legal principles will ensure comprehension as to the relevance of the evidence and give insight into the arguments being presented by legal representatives.

Gather and organise evidence

Evidence is everything. When preparing for application hearings and trials, you will likely be required to produce evidence, swear or affirm an affidavit and possibly give evidence verbally to the Court. At the earliest juncture compiling all relevant documents such as agreements, correspondence, photographs, financial

“Make security visible: speak to your teams regularly, present at staff forums, send security awareness newsletters and be collaborative around risks.”

statements, invoices, searches, or other material relevant to the case will assist in creating efficiency and minimise costs when the litigation starts. These documents should be organised and maintained allowing a clear handover to your representation. This avoids confusion and allows for early identification and rectification of issues that may present themselves.

It is not to be understated the importance of maintaining records even prior to engaging legal representation. It is recommended that you have procedures in place to ensure consistency of record keep and document management. It is as simple as accurately recording notes when making phone calls by including dates, details and your name to easily identify the best witness.

Giving evidence in Court

– Review the material prepared by your representation and be familiar with your affidavit You should read the material prepared by your legal representation, especially an affidavit you intend to sign. We recommend sitting down with your representation, asking questions and clarifying any points or legal jargon you do not understand.

A true understanding of what has been stated under oath is critical, particularly when giving evidence in Court.

Real life example

In a recent matter handled by our office, we were required to make an urgent application to the Supreme Court of New South Wales to protect our client’s interest in a property previously caveated. The property in question was encumbered by various mortgages and caveats. Supposedly each party was served with a lapsing notice requiring urgent action to maintain each caveat. As no caveator responded to the lapsing notice, each caveat on

the property lapsed the day prior to when settlement was to occur. It became clear very quickly that something wasn’t quite right.

Within a day we were required to prepare and file a notice of motion together with extensive supporting affidavits from a variety of sources to prove to the Court that the client’s caveat should remain on title. We were successful in the client’s application and the interest in the property were preserved, however this was only possible by working

“A true understanding of what has been stated under oath is critical, particularly when giving evidence in Court.”

closely and collaboratively with the client whilst utilising the client’s well-maintained records and information. This is an example of how the client’s understanding of the key legal issues and importance involved in their case translates into genuine results.

What to take away

Preparing for a hearing involves more than just showing up. It requires a clear understanding of the case, well-organised evidence, familiarity with the process and trust in the process.

“Make security visible: speak to your teams regularly, present at staff forums, send security awareness newsletters and be collaborative around risks.”

If you are well prepared and actively involved in the preparation process with your legal representatives, you are in the best position to assist and to achieve a favourable outcome.

If you wish to understand how best to prepare for your future Court related

experiences, or if you need legal representation by our specialist commercial litigators, please contact our team at Results Legal on 1300 757 534.

*Jacob Searle MICM E: jsearle@resultslegal.com.au T: 1300 757 534 www.resultslegal.com.au

Pandemic-era leniency is being “shown the door”

By Fiona Reynolds MICM*

There will be increasing pressure on businesses over the next 12 months as the Australian Government, the Australian Taxation Office and the Australian Securities and Investments Commission ‘tighten the screws’ to make it more difficult for businesses to avoid, delay or restructure out of tax and superannuation obligations and liability for insolvent trading.

The key strategies:

1. The Australian Taxation Office is ramping up collection activity, using AI technology to sharpen its analytics and tightening its policies for assessing small business restructuring proposals.

2. The Australian Securities and Investments Commission has

issued an updated regulatory guide concerning director’s duty to prevent insolvent trading.

3. The Australian Government has introduced a reform to make it harder for businesses to claim a tax deduction for the interest that they pay on late payments and underpayments to the Australian Taxation Office. It is also pressing ahead with its goal to reduce the timeframe for employers to pay their employees’ superannuation.

The Strategies in more detail

Australian Taxation Office

l The ATO’s increase in collection activity is real.

“The Australian Government has introduced a reform to make it harder for businesses to claim a tax deduction for the interest that they pay on late payments and underpayments to the Australian Taxation Office.”

“The ATO is using real-time data and AI-driven analytics to identify tax payers who are not lodging returns.”

{ Its appetite for waiving interest and agreeing to long payment plans has diminished.

{ It is issuing increasing numbers of Directorpenalty notices and garnishee notices.

{ It is reporting defaults to credit agencies.

{ It is filing more applications to wind up companies.

l The ATO is using real-time data and AI-driven analytics to identify tax payers who are not lodging returns. This includes: single touch payroll reporting, cross-matching

data with financial institutions and employee tip-offs regarding unpaid super

l The ATO is adopting a higher level of scrutiny of small business restructuring proposals. It will:

{ More closely scrutinise compliance with tax and super obligations.

{ Require director and related party creditor debts to be included in the restructuring plan. It will not support plans that propose to subordinate any director and related party debts.

{ Not support plans where

it considers that the SBR process is being used to circumvent a winding up proceeding or to gain an unfair advantage over other businesses.

Talking to CPA Australia, Shaun Matt CPA and Partner at Cor Cordis shared his insight into the ATO’s more targeted approach to assessing Small Business Restructuring proposals:

“They’re really looking at the future viability and compliance history of the businesses and making sure that any proposals are in the best interests of all stakeholders”.

Australian Securities and Investments Commission

l ASIC’s updated regulatory Guide 217 Duty to Prevent Insolvent Trading: Guide for Directors (RG 217) issued in December 2024 provides directors with updated guidance on their duty to prevent insolvent trading, the liability of holding companies for debts incurred when a subsidiary is insolvent, and the use of safe harbor to obtain protection from liability for insolvent trading.

l The Guide was last updated in 2020 and is the product of ASIC’s consultation with registered liquidators, professional bodies and other interested parties.

l It signals that ASIC is working to support the Australian Government to ensure that directors clearly understand their obligations and are more accountable for their actions.

Australian Government Taxation and Superannuation Reforms

l Tax payers can no longer claim an income deduction for ATO interest charges incurred on or after 1 July 2025. This applies to General Interest Charges and Shortfall Interest Charges

“A 2024 report by the council calculates that 2.8 million people are failing to receive their full super entitlements each financial year...”

for late payments and underpayments.

l This is expected to have a significant impact on businesses that are already experiencing cash flow problems.

l From 1 July 2026, there are plans to introduce the ‘Payday Superannuation’ policy. This will impose an obligation on employers to pay their employees’ super at the same time as their salary and wages. This is not yet law. The legislation is in draft form. Consultation on the draft legislation concluded on 11 April 2025.

l If this policy is implemented, it will have a huge impact on businesses. Currently, employers must pay their staff super at least every three months. Imposing an obligation to pay staff super every pay day will put a lot of extra financial pressure on employers.

In a recent article published by ABC News, it reported on Super Member’s Council statistics on unpaid super:

“Tax payers can no longer claim an income deduction for ATO interest charges incurred on or after 1 July 2025.”

“A 2024 report by the council calculates that 2.8 million people are failing to receive their full super entitlements each financial year, with the average underpayment per affected worker being $1,810.”

These statistics give some insight into the significance of the impact this policy will have on businesses.

Is there a silver lining?

Perhaps it’s not all doom and gloom? The real target of these measures are the businesses that try to use the system to avoid or delay paying their creditors, often at the cost of those that do. The silver lining is that if they work, then only the businesses that conduct themselves like good corporate citizens will survive. That has to be a good thing. In the meantime, there is likely to be more pain to come for struggling businesses as they adjust to these tougher measures. The message to businesses is now clear; the time of pandemic-era leniency is gone.

*Fiona Reynolds MICM

Partner

T: 07 3212 6731

E: Fiona.Reynolds@turkslegal.com.au

President’s Report

We are well into the second half of the year now, and the momentum in our QLD credit community is still going strong!

Our Accounting 101 for Credit Professionals breakfast session was a success – thank you to everyone who joined us. A huge shoutout to Vincents for generously hosting and for providing the incredibly knowledgeable and engaging Shannon Walker, whose practical insights and delivery were appreciated by all in the room.

We also recently celebrated one of the biggest highlights of our calendar, the AICM Awards Night! Congratulations to our Young Credit Professional (YCP) winner, Makayla Golding, and Credit Professional (CP) of the Year, Ruthven Underhill (with Caitlin Shillingford accepting the award on his behalf). It was a brilliant evening recognising the outstanding talent in our industry. A special mention to Jordan McNee, who did an exceptional job MCing the night and keeping the energy high throughout the celebrations.

Thank you to the judges for both awards who generously gave up their time and thank you to our sponsors, we truly appreciate your continued partnership for awards like these, shining a spotlight on those within our industry. Looking

forward to cheering on our Queenslanders at the upcoming National Conference on the Gold Coast. If you haven’t registered already, get in now, it’s going to be an amazing 3 day event.

Looking ahead, we’re so excited for the upcoming WINC 10-Year Celebration in Brisbane. This event is always a standout, but this year holds extra significance as we reflect on a decade of connection, empowerment, and progress. It’s set to be a truly special day, and we can’t wait to see you all there– sparkles, smiles, and all!

As always, thank you to our members, sponsors, and council. Your continued support is what makes all this possible. I look forward to seeing many of you at these upcoming events!

– Stacey Woodward MICM CCE QLD President

queensland

Accounting 101

– A Morning of Insights and Engagement

Held on the morning of May 21st at the stunning Vincents offices, our latest Personal Development session, Accounting 101, proved to be both informative and enjoyable. Guests were treated to a delicious breakfast and breathtaking views from the Vincents deck, overlooking the river and distant mountains – a perfect setting to kickstart the day.

Shannon Walker led the session and truly was the ideal presenter. His engaging style made what can often be a dry topic accessible and interesting. He kept the audience involved from start to finish– helped, perhaps, by Stacey’s bag of chocolates that encouraged plenty of questions! Shannon handled every question with ease, offering clear, relatable explanations that everyone could understand, regardless of their accounting experience.

The session began with a grounding in the fundamentals:

What is Accounting?

While some attendees work with financial reports and statements daily, others were less familiar with these documents. Regardless of experience level, everyone left with new knowledge and practical takeaways they could apply in their roles.

Key Takeaways from the Session:

1. Financial reports are only as good as the data entered.

“The art of recording, classifying, and summarising in a significant manner and in terms of money, transactions, and events of financial character–and interpreting the results thereof.”

2. Always consider who prepared the financial reports.

3. Understand the purpose behind the reports.

4. Be mindful of non-core or non-cash items that can distort performance.

5. Ratios are powerful tools that can provide guidance and benchmarks. Following the session, attendees took advantage of the remaining time to network, connect, and enjoy the morning ambiance on the deck. The combination of learning, community, and stunning surroundings made for a truly memorable event.

Stay tuned for more upcoming Personal Development sessions in Queensland – we look forward to seeing you there!

For more photos of the event CLICK HERE

Queensland Awards Night 2025: A Night to Remember

In true Queensland fashion, the weather kept us on our toes. As guests began arriving for the prestigious 2025 Queensland Awards Night, an unexpected storm swept through Brisbane. Despite the sudden downpour and gusty winds, our dedicated finalists and guests were undeterred. Nothing was going to dampen the excitement of such a special evening.

Held at the iconic Customs House on the Brisbane River, the venue provided a stunning backdrop to the celebration. While the doors had to

be closed to keep out the wind and rain – resulting in a few soggy jackets and even a broken shoe –the mood inside remained warm, enthusiastic, and celebratory.

The evening commenced with canapés and networking, allowing guests to reconnect and enjoy the beautiful surroundings. Soon after, attendees were ushered to their tables for the commencement of formal proceedings and dinner service.

queensland

Our host for the evening, Jordan McNee, welcomed everyone with energy and professionalism, setting the tone for the night ahead.

This year’s awards showcased some truly exceptional talent in the two categories: Young Credit Professional (YCP) of the Year and Credit Professional (CP) of the Year.

As a member of the judging panel for the YCP award, I can confidently say this year presented the most competitive and inspiring group of candidates we’ve ever seen. Each finalist brought a unique perspective, depth of knowledge, and passion to the interviews. A personal favourite question of mine is always, “How did you get into credit?” It’s remarkable how few people plan to enter the credit profession from the outset, yet all bring such dedication once they do.

Congratulations to all our outstanding YCP finalists: Dalton Gismondi, Emily Wong, Jessica Bester, Lachlan McKinnon, and Makayla Golding. While all were deserving, the judges’ unanimous choice for the 2025 YCP Award was Makayla Golding, whose insight and enthusiasm stood out during the interview process. The award was presented by Luke Matthews from CreditorWatch,

who took a moment to highlight the strengths of each finalist.

The spotlight then turned to the Credit Professional of the Year award. This category featured an incredibly strong field of candidates with extensive experience and leadership in the credit industry: Ben Blake, Dean Phillips, Erica Barron, and Ruthven Underhill. Each of these professionals contributed thoughtful perspectives during the interview process and demonstrated a strong commitment to the field.

The 2025 CP Award was deservedly presented to Ruthven Underhill, recognised for his outstanding contributions and leadership in credit. The award was sponsored by Experian and presented by Dennis Balen with the assistance of Kirsty Gray, past CP finalist and current Queensland Council member. The evening concluded with the presentation of service awards and a delightful dessert, providing a fitting end to a night of recognition, celebration, and community.

Congratulations once again to all finalists and winners. We look forward to seeing you at future AICM events as we continue to celebrate excellence in the credit profession.

For more photos of the event CLICK HERE

Vale – Marion Hintz

It is fitting we pause to recognise the passing of a great Woman in Credit and a true pioneer of our profession.

Marion first joined the Australian Institute of Credit Management (AICM) in 1978 and remained a devoted member for an extraordinary 47.5 years. Her commitment and influence spanned generations, shaping the very foundations of credit education and professional development in Australia.

In the 1980s, Marion served as State President for a three-year term, where her leadership was marked by innovation, inclusivity, and a deep passion for education. She was a gifted trainer who shared her knowledge with humour, clarity and enthusiasm, qualities that endeared her to colleagues and students alike.

Marion was instrumental in developing the TAFE segment of the credit course that became part of the Diploma of Credit Management during the 1980s and early 1990s. Many of today’s senior credit professionals began their journey through this very program, a testament to her lasting impact on the profession.

Her contributions to Queensland training were equally profound. Marion played a key role in formulating the official documentation for Certificate III and IV, which later became part of the nationally registered training organisation operated by AICM. Her work laid the groundwork for the structured, high-quality education that

continues to support credit professionals across the country.

In 2005, Marion was awarded Life Membership, an honour befitting her decades of service, leadership, and dedication to the Institute.

Beyond formal education, Marion co-authored the ‘Easy Guide to Credit Control for Small Business’, helping small businesses navigate invoicing and collections with confidence. She also organised the AICM Speakers Club, a division of Rostrum, which empowered many members to develop their public speaking and presentation skills – skills that proved invaluable in boardrooms and leadership roles.

Her wit, energy and generosity left a lasting impression on all who knew her. Marion’s legacy continues to shine through the many credit professionals she mentored and encouraged. She was not only a leader but a beloved icon of the AICM, whose influence will be felt for years to come.

Marion sadly passed away after a long illness at 77 years of age. She leaves behind a legacy of excellence, compassion, and unwavering commitment to the credit profession.

Some of Marion’s friends will be getting together on 26th September to raise a glass to her. If anybody is interested in joining in please contact Faye Whiffin on 0414 617 904.

queensland

Member Spotlight

Dean Phillips MICM CCE

I had the pleasure of catching up with Dean Phillips recently for our Member in the Spotlight interview. Dean has had a busy year – he was a finalist for Credit Professional of the Year (Qld) and has recently completed his CCE Exam.

What is your current position and who do you work for?

I’m the Head of Credit Management at FeeSynergy, a Melbourne-based company. I’ve been here for three years, leading a team of five.

How long have you been a member of the AICM? Just over five years.

How did you get into credit?

Like many people, I wasn’t sure what I wanted to do after high school. I started working in a warehouse, but quickly realised it wasn’t where I wanted to stay. I completed a university degree but didn’t pursue a career in that field. In 2003, I applied for a credit role – and that’s what started it all. That role opened doors and gave me the opportunity to work all over the world. I left the industry briefly for six months but ultimately came back because credit is my passion. I’ve always known I wanted to help people, and credit gives me that opportunity.

What is your biggest professional accomplishment to date?

Making mental health a priority in the workplace is something I’m very proud of. I’m a qualified Mental Health First Aider, and I’ve made it a point to support younger staff members who are juggling study and work.

We brought in guest speaker Donna Thistlethwaite to share her experience, helping to open important conversations about mental wellbeing. I believe it’s vital to know how your team

is feeling, especially after tough phone calls or challenging days.

In a previous role, I helped set up a staff-led mental health committee – with no managers involved – to create a safe and supportive space for honest dialogue.

What advice would you give to emerging credit professionals?

Credit management isn’t just about numbers – it’s about people. I’ve learned a lot from both great and not-so-great managers, and the biggest lesson has been the importance of emotional intelligence.

Treat people with respect. Everyone has a story. If someone is angry, they’re reacting to a situation –not to you personally. Always keep the conversation respectful and focus on building relationships. Culture is a massive factor. It’s a bit of a buzzword, but when you get it right, everything changes – even the tough days become easier to manage.

What has been your biggest professional challenge so far?

Leading a team through major organisational change – transitioning from a small business to an ASX-listed company – was incredibly challenging.

The process meant navigating uncertainty and reassuring the team about their roles and the future. I had to manage different personalities and focus on building strong internal relationships. Leading through economic shifts while still delivering the best outcomes was a big learning curve.

What has being an AICM member done for you? It’s opened my eyes to how many incredible people are in this industry. It’s great to connect with like-minded professionals, bounce ideas around, and access valuable education and networking opportunities. Being part of a community like this makes a real difference.

You recently completed your CCE – how was that experience? Honestly? Stressful – but very rewarding. I was

“Credit management isn’t just about numbers – it’s about people. I’ve learned a lot from both great and not-so-great managers, and the biggest lesson has been the importance of emotional intelligence.”

nervous leading up to the classroom exam, but once I arrived, the environment was great. It was a good group of people, and the process really pushed me outside my comfort zone.

When I found out I had passed, it was a huge relief. It was definitely worth it.

Would you recommend the CCE to others? Absolutely – 100%.

Why did you apply for Credit Professional of the Year?

I felt like I was finally ready. In previous years, I’d focused more on the success of my team. But this year, things have been going really well, so I thought – why not give it a shot?

I’ve got a great team behind me, and I wanted to challenge myself.

What did you enjoy about the process?

I reached out to a previous CP winner, which gave me the chance to connect with people who were really supportive. I was nervous heading into the interview, but the judges made it feel relaxed and encouraging. It was a great process.

Would you recommend applying to others?

Definitely. It gives you a chance to reflect on your personal achievements – something we don’t always do, especially when we’re focused on our teams. I’ve felt very supported throughout the entire journey.

I hope my experience inspires others to go for it. If I can do it, anyone can.

What are the benefits of a group membership for you and your team?

We use the Credit Knowledge Hub as part of our onboarding, and the team regularly joins webinars.

We recently attended a Special Interest Group (SIG) event, which was a great experience.

The AICM has been incredibly valuable for both me and the company – and I’m lucky to be with an organisation that truly supports our professional development.

The Australian Institute of Credit Management welcomes our Partners for 2025 Our National, Divisional and Professional Partners support and work with the AICM to promote the Institute’s activities, represent the Credit Industry and develop the careers of all

south australia

President’s Report

SA Council Takeover – A Trophy on Tour

A big thank you to Elizabeth Dobbie for leading a fun and engaging initiative during the SA Council LinkedIn takeover. Elizabeth took on the role of sharing photos from Council Members’ workplaces and the various locations they visited, allowing the President’s Trophy to travel with them.

This creative approach added a new layer of excitement with the introduction of “Find the President’s Trophy”, which turned out to be a great success and brought members together in a lighthearted and memorable way.

Celebrating 10 Years of Women in Credit

On 20th June, SA WINC Luncheon was held at Kooyonga Golf Club to celebrate a remarkable milestone – the 10-year anniversary of Women in Credit. The event was a resounding success, honouring a decade of achievements, leadership, and progress for women in the credit industry.

In the spirit of celebration, some attendees embraced the theme by wearing outfits that glittered and sparkled, adding a festive touch to the occasion.

We were honoured to welcome Alison Covington AM from our 2025 AICM charity partner Good360 Australia, alongside our distinguished

guest speaker, The Hon. Michelle Lensink MLC, Shadow Minister for Planning and Housing, Human Services, Women and the Prevention of Domestic, Family, and Sexual Violence. Their insights and presence added depth and meaning to the event.

Also joining us were Debbie Leo MICM, GM Corporate Sales, Equifax; Anna Taylor MICM, Principal at Results Legal; and Kathleen Lenton MICM from NCI, whose contributions helped make the day memorable.

Our raffles and fundraising efforts raised over $3,000, a fantastic achievement for South

Australia and a testament to the generosity of our community.

A special thank you goes to Alice Carter FICM CCE from Lynch Meyer Lawyers, for organising the event and to Lisa Anderson FICM CCE from Coopers Brewery, for co-ordinating the prizes and menu.

Your efforts were instrumental in making the celebration a success. Here’s to the next decade of empowering women in credit!

SA Trivia Night – A Night of Fun, Facts, and Fantastic Prizes

The SA Trivia Night held at Milky Bar was a huge success, drawing a great crowd and plenty of competitive spirit. Our Quiz Master, John Rolfe, delivered a diverse range of questions that had everyone reaching for their thinking caps.

A big thank you to Lisa Anderson from Coopers Brewery for once again organising a seamless and enjoyable evening. The atmosphere was lively, the food was fantastic, and the prizes were plentiful, especially for Paul Zenkteler from Oracle, who walked away with more than his fair share of wins!

Major Prize Winners:

l 1st Prize: 6 month Junior & Adult Season Pass to Seacliff Golf Course – Elizabeth Dobbie (NCI)

l 2nd Prize: Ultimate Golf Pass to Seacliff Golf Course – Nicola Strever (Lynch Meyer)

l 3rd Prize: 23L Coopers DIY Beer Kit – Paul Zenkteler (Oracle IS)

Additional Prize Winners:

l Nick Brown (Lynch Meyer) – Farmhouse Bakery voucher

l Steve Barnett (Oracle IS) – NCI Blanket/Throw

Rug & Prohibition Gin

l Paul Zenkteler (Oracle IS) – Regency Park

SHANZ Mini Golf Family Pass, 1 Case Coopers

Aussie Lager & 1 Case Coopers Vintage 2004

With great food, a fantastic venue and some very lucky winners, the night was a brilliant example of the SA credit community coming together for fun and connection.

For more photos of the event CLICK HERE

Women in Credit Luncheon – 10 Year Anniversary

This year WINC was held at the Kooyonga Golf Club on the 20th June. The event brought together

south australia

credit professionals for an afternoon of inspiration and connection. It is a platform to recognise the contributions of women in credit, share stories, and raise funds for meaningful causes.

The keynote address was delivered by The Hon. Michelle Lensink MLC, a long-time advocate for equality, leadership, and inclusive opportunity. She shared her insights from public service, underscoring the value of women’s supporting women in every sector including finance and credit management.

This year’s luncheon was partnered with Good360 an Australian organisation focused on redistributing essential household goods to Australians in need. There were raffles and auctions on the day.

The success of the 2025 Adelaide Luncheon is a testament to the growing influence of the WINC initiative across Australia. For those in credit and collections WINC provides an invaluable opportunity to connect, reflect and grow. For more photos of the event CLICK HERE

Spotlight on Excellence: YCP & CP Awards Night

Mark your calendars for 28th August as the SA credit community gathers at The Arkaba Hotel for the highly anticipated Young Credit Professional (YCP) and Credit Professional (CP) Awards Night.

This event shines a spotlight on both emerging talent and seasoned professionals, offering a fantastic platform for recognition, celebration, and connection within the credit industry.

We’re proud to announce our YCP Finalists:

l Elizabeth Dobbie MICM from NCI

l Nadia Mercorella from NCI

l Samuel Cafasso from QBE

And our CP Finalists:

l Lisa Anderson FICM CCE from Coopers Brewery Limited

l Vellie Moyo MICM from Piper Alderman Lawyers With such an impressive lineup, it promises to be an exciting and inspiring evening. Join us as we celebrate the achievements and contributions of these outstanding professionals.

Upcoming Events

SA 2025 AGM

Join us for the Annual General Meeting of the SA Division on Monday, 25th August 2025. This is a key opportunity to reflect on the year, engage with fellow members, and contribute to the future direction of our community.

SA Credit Nexus – Connect, Reflect, and What’s Next

An exciting new event designed to bring credit professionals together to share insights, explore emerging trends, and shape what’s next for our industry. Venue to be confirmed – stay tuned!

The Australian Institute of Credit Management welcomes our Partners for 2025

Partners

Partners

Division Supporting Sponsors

Our National, Divisional and Professional Partners support and work with the AICM to promote the Institute’s activities, represent the Credit Industry and develop the careers of all Credit Professionals. As these organisations support your Institute and your Industry please consider them when you require assistance.

western australia | northern territory

President’s Report

Exciting times in Western Australia right now! We had a fantastic turnout at the WA Golf Day in May at Collier Park Golf Course, with more teams participating this year than last. Here’s to breaking that record next year! The beautiful weather and world-class golf course made for a perfect day of golf and networking.

In June, we hosted a wonderful Women in Credit Luncheon with the Honourable Katrina Stratton MLA from Nedlands as our guest speaker. She offered inspiring advice to women in business and shared her insights on planning future careers and goals. The Doubletree Hilton Waterfront provided a fantastic venue with delicious food, outstanding company, and stunning views of the Swan River.

We are now eagerly anticipating our WA Division Awards Night on August 14th at the Doubletree Hilton Northbridge. This promises to be an amazing evening event! We have three Young Credit Professionals competing for the title of “Young Credit Professional of the Year 2025” and four highly qualified Credit Professionals vying for “Credit Professional of the Year 2025.” It’s going to be an exciting night with these two prestigious awards up for grabs. The enthusiastic response this year has been incredible, and

it’s wonderful to see WA thriving and growing professionally.

Our WA membership is up 10%, and we are moving forward with several upcoming events. In September, we will host a Cybercrime & Fraud morning breakfast featuring a talk and presentation by the WA Crime and Corruption Squad on activity in WA and across Australia. In November, we will hold our end-of-the-year networking evening on the 27th, and we invite you all to attend. Keep an eye out for the AICM link for this event.

A big thank you to all the WA Division Councillors who work tirelessly to make our events worthwhile and to our National AICM staff who always support us with those behind-the-scenes details! Everyone stay happy and healthy as we look forward to our National Conference on the Gold Coast in October!

– Cheri Bowater FICM, CCE President, WA Division Council

Women in Credit Luncheon – Friday, 6 June 2025

The 2025 Women in Credit Luncheon marked a significant milestone; 10 years of empowering women in the credit industry. Held at the scenic

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DoubleTree by Hilton on Perth’s waterfront, the event brought together professionals from across the credit community to celebrate a decade of impact, unity, and progress.

A standout moment of the luncheon was the keynote address by Alison Covington AM, founder and Managing Director of Good360 Australia. Alison shared her inspiring journey –from a successful corporate career in retail, IT, and public transport to launching Good360 in 2015 after discovering its transformative model in the US. Motivated by a desire to reduce waste and meet community needs, she built Good360 into a pioneering charity that connects surplus brandnew goods with Australians in need.

Alison’s story resonated deeply with the audience, highlighting themes of female leadership, innovation, and social impact. Her passion for solving complex problems and leveraging technology and logistics to drive change has earned her numerous accolades for her service to social welfare and sustainability.

Also speaking at the event was the hon Dr Katrina Stratton MLA, Parliamentary Secretary to the Minister for Planning and Lands; Housing

and Works; Health Infrastructure. Drawing on her background as a social work researcher and educator, Dr Stratton offered thoughtful reflections on the importance of the role of women in shaping policy and community outcomes. Her presence underscored the strong connection between government, industry, and social progress.

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The afternoon featured inspiring speeches, networking opportunities, and reflections on the achievements of the past decade. It also highlighted the importance of continued support for women-led initiatives and charitable causes. As the afternoon drew to a close, the Women in Credit Luncheon left attendees feeling inspired, connected, and proud to be part of a dynamic and evolving industry. With thoughtful conversations, shared stories, and a stunning waterfront setting, the event was a fitting tribute to the achievements of the past decade – and a reminder of the strength found in community and collaboration. For more photos of the event CLICK HERE

Member in Spotlight

Akira Fukumara

Can you tell us a little about your background and how you got into the credit profession?

I am originally from Japan but have spent majority of my time in Australia. I graduated high school and university in Perth with Bachelor of Commerce majoring in Accounting and Economics. I found current firm I work for (Auxilium Partners) when I was still in university. I was given an opportunity to continue working for them after graduation and that is how I came about to this field.

How do you see the credit industry evolving in the next decade?

Use of AI would definitely shape future of credit industry with higher accuracy of forecast and credit reporting (due to sheer number of operations and information AI can access). This would also come with challenges, especially regarding the accuracy of information sources and ethical consideration.

Coffee or tea?

Coffee

Best piece of professional advice you’ve ever received?

Perth is a small city, so never upset anyone. Always be polite and professional because you never know – you might be working with that person next!

Tarlia Licari

Can you tell us a little about your background and how you got into the credit profession?

What does a typical day look like for you in your current role?

My day revolves around completing tasks in different jobs we have – drafting initial circular to creditors, correspondence with different stakeholders (secured and unsecured creditors, debtors, financial institutions, directors, employees etc...), updating Receipts and Payments and information on insolvency software, assisting in investigations into company’s affairs and preparing lodgements to ASIC. It is very interesting that I am able to be part of such diverse tasks and get exposure to different aspects of the field.

My first role at my current workplace was as a Customer Service Officer, which allowed me to learn so many different areas of the business. I then had the opportunity to move into the credit space when I applied and was offered a role in the Credit Applications Team. From there my interest, passion, and knowledge for the credit industry grew. I moved to the Credit Assurance Team with this job role having a greater focus on credit risk management. I was then offered the role of Senior Credit Assurance Officer in April of this year which has allowed my knowledge and expertise in this field grow even further.

What’s the most rewarding part of your job?

A rewarding part of my job is having the ability to assist our members with growing their business by ensuring they have the correct tools and credit limits on their accounts, whilst also managing and minimising financial risks for the organisation I work for.

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What skills do you think are most important for success in the credit profession?

I think strong attention to detail is important as a lot of information needs to be thoroughly checked and reviewed when making creditrelated decisions. I also believe problem-solving is important as there’s generally not a one-size fits all approach when it comes to making decisions in the credit field. Most situations require a customised solution for the customer whilst also ensuring that there is no additional risk given to the company/lender.

What do you like to do in your free time when you’re not working?

Outside of work I like to spend time with my husband and two dogs Teddy & Charlie, reading books, and going to work out classes.

How do you see the credit industry evolving in the next decade?

I believe the use of technology and AI within the credit industry will evolve substantially over the next decade. I also believe there will be a greater importance of Cybersecurity and Fraud Risk management due to these technological advancements.

Coffee or tea?

Definitely Coffee!

Favorite app or tool you use at work?

My favourite app at work would be Microsoft Excel as it is very versatile and customisable and can be used for many different functions within my job.

Luke Wilson

Can you tell us a little about your background and how you got into the credit profession?

I have worked in Bunnings for 11 years, 5 years within the credit department.

Since the age of 13 I have always been interested in Finance and knew it was where I would like to pursue a career. Originally,

I studied Finance and Mortgage Broking as real estate and lending interested me. However, whilst working at Bunnings, I was presented with the opportunity to work as a collection officer in Bunnings. After 6 months of working as a collection officer and managing a ledger I was promoted to a team lead role.

What’s the most rewarding part of your job?

I enjoy working with customers and team to be able to be able to improve our department. I like to analyse the gap between where we are currently and what are the next steps we can put in place to become that 1% better. Putting our ideas into process and seeing the drive and effort the team put in to be able to achieve the success.

What are your professional goals for the next five years?

I am a strong believer that everyone should have a 1,3,5-year plan for personal and professional development as it keeps you focused on goals ahead as it can be quite easy to get stuck in the daily work. Some key goals on my current five-year plans are:

l Complete the Bunnings Management Program – Diploma of Leadership.

l Automate some of the manual tasks we currently have in the majors and recoveries team using AI and softwares like Power Automate.

l Build a close relationship with our account managers as I would be able to leverage from the information they hold about our customers.

What common misconceptions do people have about working in credit?

Often, when I mention that I work in credit, people respond with comments like, “Everyone must hate getting calls from you.” This reflects a common misconception that credit officers are aggressive or use intimidation to collect payments. In reality, our role is much more collaborative. We genuinely enjoy working with our customers to achieve a shared goal:

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keeping their accounts up to date and active for ongoing trading. We want to be able to continue to supply goods to ensure both businesses continue to grow. We strive to be flexible and understanding, especially during challenging times, and we work closely with customers to help them get back on track. Credit management is not just about collecting payments it’s about building trust, maintaining relationships, and supporting businesses through financial ups and downs.

How do you handle stress and maintain a positive attitude in a demanding job?

Being in the credit profession the job can be demanding and stressful. For me, I enjoy fostering a ‘have fun whilst getting it done’ culture. Often, we step away from the job for a moment to create some team building activities and de-stress. To maintain a positive attitude, I regularly reflect on my day or week and celebrate the small successes and think of solutions for the future if the task/project didn’t achieve the outcome I was hoping for.

If you could have dinner with any credit professional, past or present, who would it be and why?

My previous manager, Beth Blackwell. Beth has recently retired. Over the 5 years I worked with Beth, I managed to learn a lot from her experiences in credit and what it means to be able to achieve some fantastic results whilst still ensuring we are supporting the customer as much as we can every step of the way. I’ve been very grateful to have such a huge support in my day-to-day work and personal life. Although I managed to seize every opportunity of guidance from Beth, there’s still a lot more I could learn from her.

How do you see the credit industry evolving in the next decade?

I think over the next decade there will be a lot of change within the credit industry, there’re a lot of options for different types of credit such as buy now, pay later. I believe a lot of people

will start to take up these offers without the full understanding of the terms. Without a clear expectations or credit terms set out these debtors, we will start to see a lot more smaller loans with an individual without the inspiration take out larger loans like mortgages.

Coffee or tea?

Coffee – But love a good tea too

Morning person or night owl?

Morning Person – I’m unable to sleep past 5am

Favorite app or tool you use at work?

Microsoft Planner/Tasks – Couldn’t live without it at work, it helps me to prioritise my tasks.

The Australian Institute of Credit Management welcomes our Partners for 2025

Our National, Divisional and Professional Partners support and work with the AICM to promote the Institute’s activities, represent the Credit Industry and develop the careers of all Credit Professionals. As these organisations support your Institute and your Industry please consider them when you require assistance.

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President’s Report

The conclusion of the financial year has passed once more for some, and it won’t be long before the next one arrives.

Since the last publication of our magazine, there have been numerous events in NSW, including the announcement of the NSW Finalists for the Young Credit Professional & Credit Professional Awards. Thank you to ARMA and CreditorWatch for sponsoring the YCP award and thank you to Experian for sponsoring the CP award. The quality of this year’s finalists was truly remarkable, and we send a big congratulations to our NSW Young Credit Professional of the Year Arian Bahmiyari from Holman Webb and our NSW Credit Professional of

the Year Ben Strajn from Jaybro Group.

NSW held its annual WINC luncheon at NSW Parliament House which was a fitting venue for the WINC 10th anniversary. A big thank you to Treacy Sheehan, Debbie Leo, Susan Day & Beth Gray founders of WINC. Our guest speaker was Casey Dellacqua who gave us an insight into her journey as a professional tennis player and her family life was inspirational. A huge thank you to all who generously donated prizes for the raffle & online auction allowing us to support our chosen charity Good360 Australia and the AICM Education Foundation. Your generosity raised an incredible $9,159 towards the work of these fantastic causes.

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Our annual trivia night, themed ‘Battle of the Generations,’ was a resounding success, filled with a vibrant atmosphere of friendly competition, laughter, and opportunities for networking.

Looking ahead September brings our first golf day since pre covid so get your teams in, we can’t wait to see you all. See you all at the National Conference in October.

Sev Indrele MICM CCE NSW President

Trivia Night

Our annual Trivia Night returned in style with this year’s theme – Battle of the Generations. It was held on Thursday 22 May 2025 at the Occidental Hotel, in the Sydney CBD.

Our Trivia host Sky Wolf Events, ran the night

superbly, making sure we had fun but challenging competition. It was fierce, but in the end, only one team could take home first prize – the WLP Restructuring Team. The night saw a flurry of Visa gift cards, oxes of Cadbury Favourites handed out to the various winners, and a bottle of whiskey, generously donated by EDX to the winning team.

A spirited contest saw the “seasoned veterans” and the “young guns” go head-to-head in a fun-filled evening of quick thinking, questionable logic. Of course, there was also plenty of laughs with friends and colleagues over the canapés and drinks between the action-packed rounds of trivia. Questions ranged from pop culture and music to history and general knowledge, giving every generation in the room their moment to shine (and occasionally groan!).

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A huge thank you to our National Partners – Turks, Equifax, Experian, CreditorWatch and Credisense – and our NSW Division Partner – AMPAC – for their continued support. Their contribution helps make events like this possible and strengthens the AICM community.

Congratulations to our winners and thank you to everyone who joined us for a night of networking, fun and friendly rivalry. We look forward to seeing you again next year.

For more photos of the event CLICK HERE

WINC – celebrating 10 years!

As the Women in Credit initiative marks its 10th anniversary, it’s a fitting moment to reflect with gratitude on the journey and the people who helped shape it.

From its beginnings as a simple idea shared over a meal and a glass of wine, WINC has grown into one of the AICM’s most recognised and celebrated programs – standing proudly alongside our education, awards, and advocacy efforts in uniting the credit community. The foundation for this success was laid by four highly respected and passionate credit professionals – Beth Gray, Debbie Leo, Susan Day and Treacy Sheehan – who answered a call from then-new CEO Nick Pilavidis. With women representing nearly half of AICM’s membership, they were tasked with exploring how the Institute could better recognise and elevate female credit professionals. The result was the launch of the first WINC Luncheon in Sydney, which quickly expanded to all divisions within a

year, followed shortly after by a national series of webinars. These events have not only inspired and motivated countless women in the credit industry, but they’ve also reshaped perceptions –transforming the AICM from what was once seen as a “boys’ club” into an inclusive organisation with strong female representation at every level, including our National President, Julie McNamara.

As we celebrate this milestone, we extend heartfelt thanks to Beth, Debbie, Susan and Treacy – the catalysts for this initiative – whose contributions have left a lasting legacy. It is because of their vision and dedication that we look back on the past decade with pride and forward to the future with confidence.

WINC

The 2025 NSW Women in Credit (WINC) was held at NSW Parliament House on 18 July 2025. The lunch proved once again to be a highlight of the AICM NSW calendar, drawing over 250 members and guests. WINC has become a cornerstone event in our calendar, with a commitment to recognising and advancing women within the credit profession, while also fostering opportunities for networking, learning, and career development.

The day commenced with a warm welcome from AICM Board member Theresa Brown. She acknowledged the WINC Premium Sponsor –Equifax – and the WINC Supporting Sponsors –Results Legal and NCI – for their vital contribution to making WINC a reality. Our National Partners – Equifax, Experian, Turks, CreditorWatch and

Credisense – along with our NSW Division Partner – AMPAC – were also recognised for their continued commitment to the AICM and the credit industry. A few minutes were dedicated to awarding membership milestones which see a flurry of members come to the stage.

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Anna Taylor, Principal at Results Legal, then welcomed guests on behalf of her firm and introduced Good360 Australia as the event’s charity partner. This was followed by an engaging and informative presentation from Alison Covington AM, Founder and Managing Director of Good360 Australia, outlining the charity’s mission of connecting surplus goods with people in need, and the tangible impact of the funds raised through WINC.

As delegates enjoyed a spectacular alternate-serve main course the raffle ticket sales began, with proceeds supporting Good360 Australia and the AICM Education Foundation.

Following lunch, Debbie Leo, General Manager, Corporate Accounts at Equifax, took to the stage to speak on behalf of our Premium Sponsor.

As always, Debbie’s words were every bit as inspirational as our keynote speakers. She reflected on the significance of WINC in fostering the growth and recognition of women in credit, and how proud she is to have helped initiate this event 10 years ago. Her passion and commitment have been instrumental in shaping WINC into the premier celebration it has become today. Debbie then introduced our keynote speaker, Casey Dellacqua.

Casey’s keynote address was unquestionably a highlight of the afternoon. With warmth, honesty, and humour, she recounted her remarkable journey from the world stage of elite tennis to life beyond the professional circuit. She spoke candidly about her deep commitment to advancing women’s sport and the responsibility she has felt to be a positive role model for future generations.

Casey shared the challenges of balancing a demanding international playing schedule with the equally important role of raising a young family – a constant juggle of long stretches away from home, managing life on tour, and staying grounded while living under the spotlight. Listening to her story was both captivating and inspiring; her reflections on resilience, identity, and personal growth resonated deeply with everyone in the room.

As dessert was served, Natalie Hodges from NCI took to the lectern to thank our raffle prize donors and oversee the much-anticipated raffle draw. Several lucky attendees also discovered NCI’s “lucky seat” prizes hidden under their chairs, adding a fun surprise to the afternoon.

The generosity of our community shone brightly. Through raffle sales, lucky seat prizes, and donations, we raised an extraordinary $9,159 – more than double the amount raised in 2024. This result really shows the generosity and community spirit of our members and partners.

Major auction prize winners:

l $2,500 value Paint Protection/ Ceramic Coating treatment on car, sponsored by Samuel Ross Automotive Spray Painter – won by James Van Poppel of Commercial Credit Services

l $600 value Golf for 4 guests at Exclusive Northern Beaches Private Golf Club, sponsored by Trace Personnel – won by Josie Dincel of Ward Angels

l $300 Red Balloon Voucher, sponsored by ARMA – won by Laura Ducie of NCI

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WINC 2025 was a celebration of excellence, connection, and purpose. It demonstrated the power of our community when we come together – not just to recognise achievement, but to make a real difference.

For more photos of the event CLICK HERE

AICM Member in Focus

This quarter, we’re proud to feature two special member interviews with retired credit professionals who have each left a lasting mark on the AICM community. Their reflections offer valuable insights into the evolution of our industry, the challenges they’ve faced, and the camaraderie that defines our profession. As they step into retirement, we take this opportunity to celebrate their contributions and thank them for their years of dedication, leadership and support of fellow members.

Deborah Clark MICM

When did you retire?

Whilst it wasn’t the plan, I have now retired following an accident in 2021. I underwent three operations and now have a prosthetic shoulder. Since then, I’ve had significant physical restrictions. I was made redundant in 2023. The whole experience has really underscored the importance of expecting the unexpected.

What has been your career journey?

I started straight out of school at Legal & General Life Insurance in the city, working in new business applications. I was just 17 when I began and it was a different world back in the late 70’s imagine this –my boss one Christmas needed to drive me home after work drinks, to be fair it was evening and from city to western Sydney...he was responsible lol! Legal & General moved to St Leonards where I attended my first AICM meeting in the 1980s. I joined NatWest Finance in Auburn during the Bankcard era – when credit card machines still

used manual swipe imprinters. I worked on their in-house credit card product that partnered with businesses like Harvey Norman. My role involved assessing applications – most were approved, provided applicants had payslips or bank statements. But as interest rates hit 17% (and 21% for the card), the program collapsed, and the credit card division closed.

That’s when I was moved into collections, someone had to now collect the card debt for NatWest and so Credit Control began. I then transferred within NatWest Collecting mainly handling corporate car leases.

Later I joined a finance company in Parramatta in collections for car loans. It was mostly phone work – but some clients required more direct pressure. At the time, people often knew someone who could “knock on a door.” It sounds rough and it was – but it was also effective. A strong-arm was arranged and someone would be knocking. This was serious.

Attending AICM Meetings in Parramatta, I continued with skip tracing – tracking down individuals who were actively trying to disappear. It was hard-nosed work. We weren’t out there to offer payment plans – we needed to just recover the money. I stayed in that role for about 5 years.

Then came NDLS in Wetherill Park, owned by Rothmans (the cigarette company). I was back in collections, reporting to Marcia Jolly. We serviced clients like Woolworths and David Jones as well as the local corner stores. It was a large corporate environment. Smoking was rampant – and part of your package included cartons of cigarettes!

After a short stint there, I was made redundant. I had a new house, high mortgage rates, and a child. To make ends meet, I delivered car parts around Liverpool for $350 a week while job hunting. I remember that was a difficult period of my life, but I did what I had to.

My new role was Hardie Energy, working with supply of hot water systems. Back in credit/ collections – though things had changed. We didn’t use cricket bats anymore. There was less aggression, and more legal channels like

demand letters. Consumer credit regulations were emerging – no calling after certain hours, etc. I was there for three years.

In 1990, I joined Leaseway (Commonwealth Bank’s leasing arm) in Castle Hill as a supervisor. I managed a team and focused more on legal work than phone calls. It was still a male-dominated environment, and I wasn’t paid equally.

Then I moved to Fleet Systems in Chatswood in 1996 as Credit Manager. It was a great period – I got my first novated lease, fleet cards, and fuel perks. I loved the work – especially managing fuel and mechanical service expenses.

Around 2000, I moved to the Central Coast for a sea change. I was still commuting to Fleet Systems in Sydney. Eventually, I needed a local job. Borg Manufacturing in Charmhaven gave me that opportunity. I was Credit Controller and involved in bureau meetings. I loved the industry camaraderie and professionalism. I took part in an industry bureau where colleagues from other businesses could share insights about our customers without a concern that others would try poaching them. We had a rare level of trust. The bureau network was growing, and I’d been involved since the 1990s. I was also very active with AICM. There was no real work-life balance due to travel, but I was passionate about the work.

Eventually, with grandchildren arriving and my son based in Western Sydney, I decided to return to Sydney. On Good Friday, I had an interview with Halifax Vogel Group (HVG). Due to the upcoming holiday I needed to bring my mother along. The CEO and accountant who interviewed me met her in reception and they were lovely. I got the job as National Credit Manager. It was the best job I ever had – working with building products and graphics supplies. I built a solid team, implemented policies, and mentored others, including one team member who I am still in contact with today. We used tools like Veda and trade references, and I brought a more professional approach to the credit departments decision-making. I always taught my team to call a spade a spade. I stayed for 14 years. In 2018, I left HVG because of another sea change. I joined Wideline Windows on the Central

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Coast. It was a challenging environment at times, and I ended up managing everything solo. I stayed three years. It was tough, but I don’t regret it.

Then in 2021 I had an accident that shattered my shoulder. The last four years have tested my resilience. The accident disrupted everything –career, income, identity. But I’d planned ahead…… Years before, at the spritely age of 50, I realised I was overdue to focus on my retirement. I started investing in property. That decision made me a self-funded retiree. Thanks to salary sacrificing and early planning, I own my home and have a secure future – something many women don’t due to wage gaps, separation, or career breaks.

What was your biggest professional accomplishment?

My time at HVG – implementing strategy, reducing DSO (Days Sales Outstanding), and building a strong, results-driven credit team. A total of 14 years were well spent.

What advice can you give to emerging credit professionals?

You must have passion. If you’re only there to collect a pay check, you won’t last or make an impact. Credit is about protecting revenue and supporting company growth. Show up every day wanting to contribute – you’ll go further if you love what you do.

How long have you been a member of the AICM? Officially 27 years – though I’ve been attending events and involved even longer – since the 1980’s.

What has being a member of the AICM done for you?

It’s been invaluable – particularly for education and networking. Conferences exposed me to changes in law and regulation. Early on, I had to fight for approval to attend, but once employers saw the benefits, they were supportive. AICM keeps members informed, and the camaraderie with peers – meeting face-to-face those you usually just email – makes a big difference.

You also meet service providers and vendors, staying on top of tools and trends in the industry.

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What are your favourite things to do outside of your profession?

I love to travel. I enjoy driving, especially road trips. In June, I’m heading to Moree for the artesian baths. In August, I’m off to Hawaii, Canada, and Alaska. Travel is a huge part of my joy in life.

Frank Merritt MICM

Can you confirm your last role before retiring?

I was in a commercial role in the rail industry, mostly looking after everything that wasn’t needed to run the rail itself. Things like vending machines, Outdoor advertising contracts, and the sale of surplus materials.

What has been your career journey?

I finished high school in Victoria, then moved to Sydney a bit later when my dad took a job as an as the national auditor for a British electrical wholesaler in Sydney. I didn’t really know what I wanted to do at the time, so I worked for a number of security companies (including SNP & TNT Group) in various roles.

After four years, I moved to Ericsson the telecommunications manufacturer. That’s where I had my first proper credit role – chasing debts, mostly from government departments and small businesses. One commercial customer was a vexatious litigant; he refused to pay and loved taking people to court. Good experience though, taught me a lot about credit.

Next, I went to Schindler Lifts, looking after contracts for high-rise lift installations. It was a wild time – late ‘80s with economic and financial issues. We had property developers, mainly based in Southeast Asia pulling out of Sydney projects, leaving holes in the ground for part completed works. They’d already bought the lifts and were delivered so we had to chase payment. I would

go to builders’ offices sitting in the foyer until someone talked to me. Several of the companies went bust during this time. Some emerged from the ashes under new company structures.

I stayed there for several years, then moved back into telecoms with a manufacturer at Meadowbank called Jtec (listed on the ASX) They made digital-to-analogue signal converters. I was the contract manager but did a lot of credit work – especially when companies like One. Tel collapsed. I went to quite a few creditors’ meetings.  In the early 2000s Ericsson bought Jtec for its Intellectual Property so I was back at Ericsson. Then the tech crash hit but I got a good payout thanks to Ericsson.

After that, I joined State Rail as an internal auditor. I worked on construction projects and train maintenance Audfits, I supported the other Auditors with the regular Auditing of cash at Stations (your hands would be black from the dirt!). Thankfully Opal cards got rid of that. Interestingly, NSW Rail bought the mobile bandwidth that One.Tel once owned and is used today because Railways are also Telecommunication Carriers (Under the Telecommunications Act. After the Glenbrook & Waterfall accidents, it became clear that better communication was need along the tracks as the accidents had occurred in communication black spots and two-way radios weren’t enough.)

Rail Audit was restructured, and I transferred to Rail Infrastructure. Firstly, looking after the Out of Home Assets Contracts and Revenue (outdoor advertising at Stations and on Rail Property and the MX Newspaper). This led to managing the sales of surplus materials – things like new & used sleepers, track equipment and scrap metal, stuff that was no longer needed by the government but could produce revenue. Material purchases would only be released to the buyer once payment was cleared and in the rail bank account.

I was later transfer to Sydney Trains and went back looking after the Out of Home Assets, plus Vending Machines were also added to my portfolio, we would check what ads were on billboards along

rail corridors (each month by visiting a sample number of sites and check we were receiving the revenue). The job was also made sure our contractors worked safely in the field. This was also achieved by site inspections and monthly meetings.

What are you most proud of in your career?

At Rail, I led a project to track surplus materials at the end of infrastructure projects. We mapped out how to reuse or sell this material instead of ordering new stock, which saved a lot of money. It got recognised with a Quality Award and Safety Awards (presented by the Minister of Transport).

At Jtec I presented a paper to the sales staff so the customers could take advantage of an investment allowance offered by the Federal Government for which I received an Award. This increased equipment sales during that period.

What advice can you give to emerging credit professionals?

Know who you’re dealing with – understand their finances and the company structure behind the business.  Do checks to find out what’s really going on. Sometimes it’s just smoke and mirrors. At Schindler, I saw plenty of companies go broke. A lot of them were paying for old jobs with income from new projects – robbing Peter to pay Paul.

How long have you been an AICM member? 41 years. Back in 1989, I was doing a Credit Management Certificate at TAFE Ultimo. The NSW branch of AICM was just starting, and one of my lecturers got me involved. I often went to meetings at Parramatta.

What has been a member of the AICM done for you? It’s given me the technical skills I needed, plus kept me up to date with changes in credit law that keep on happening and risk management, monitoring etc. It also helped me with how to deal with people and assess risk more effectively. I later went on to study Contracts Management, Law Subjects and a Masters Degree in Management.

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What do you enjoy outside of work?

These days, I do several days a week volunteering at the Salvation Army. I look after one of their properties in the Northwest and help provide food to people doing it tough. I’m also involved in Cycling as a member of the Penrith Cycling Club. Plus, I help care for my 92-year-old mother. I love travelling too – off to Queensland soon, then a tour around WA and the Margaret River.

– Gary Poslinsky MICM NSW

Council.

The Australian Institute of Credit Management welcomes our Partners for 2025

National Partners

Divisional Partners

Official Division Supporting Sponsors

Our National, Divisional and Professional Partners support and work with the AICM to promote the Institute’s activities, represent the Credit Industry and develop the careers of all Credit Professionals. As these organisations support your Institute and your Industry please consider them when you require assistance.

victoria | tasmania

President’s Report

What a few months it has been for our VIC/TAS Division! Every time I reflect on our calendar of events, I’m reminded of just how lucky we are to have such an engaged, generous and supportive credit community across both states.

One of my personal highlights was walking into our WINC events this year and feeling the buzz in the room before we’d even begun. The chatter, the laughter, the handshakes and hugs – it reminded me why these events have become such a fixture in our calendar. They’re not just about learning and networking; they’re about connection and encouragement. Seeing members leave with not only new knowledge but also new friends is incredibly rewarding, and I can’t thank you all enough for contributing to their success.

Another moment that really stood out to me was at our Awards season. Everything ran swimmingly, but what I’ll remember most is the look on Alex and Julie’s faces when their names were called. You could see the mix of surprise, pride, and joy – and the room lit up with applause. It’s moments like these that remind us how important it is to stop and celebrate the talent and dedication within our profession.

We also hosted a brilliant Professional Development Session – The Good, the Bad and the Ugly of Victorian Economics. I found myself

nodding along more times than I can count, as did many in the room. A huge thank you to JR Claire Gitsham, Stephen Langhammer, and Shaun Fernando for guiding us through such a topical, insightful, and at times challenging discussion. It was the kind of session that sparks conversations long after it finishes, and I think that’s the true measure of success.

Looking ahead, there’s plenty to be excited about. In September, VIC/TAS will take the lead on the organisation of a National webinar on AI and Cyber Protections. This is an area none of us can afford to ignore, and I know it will be packed with practical takeaways (and maybe a few eye-opening realities too!).

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And of course, the National Conference is almost upon us. If you’ve never attended before, I can honestly say it’s unlike anything else. You’ll leave with new perspectives, new tools for your professional toolkit, and – just as importantly – new friendships. Every year I walk away feeling inspired and proud to be part of such a forward-thinking, collaborative community.

To all our members: thank you again for showing up, for contributing, and for supporting each other. It’s your energy and involvement that make this Division what it is. Serving as your President is a privilege I don’t take lightly – this role continues to inspire me every day, and I’m so excited about what we’ll achieve together in the months ahead.

Amanda Rothwell-Hiscock MICM

AICM Vic/Tas Division Council President

2025 Women in Credit Luncheon – Tasmania

The 2025 Women in Credit Luncheon at the Bellerive Yacht Club was a wonderful celebration of 10 years of Women in Credit. The occasion carried both a sense of pride and a feeling of togetherness, with guests asked to “wear something that glitters, sparkles or shines” in honour of the anniversary and in support of charity partner Good360 Australia.

theme set a warm, welcoming atmosphere that reflected the milestone being marked.

The highlight of the afternoon was the guest speaker, Kathryn McCann, General Manager of Marketing, Public Affairs and Social Impact at the Tasmania Football Club. Drawing on her diverse career across finance, aviation, tourism and now sport, McCann spoke with energy and clarity about leadership, resilience and the value of community. Her perspective was both practical and inspiring, and the audience responded with genuine interest, taking away lessons that will resonate well beyond the event.

Conversations flowed easily throughout the room, with many reflecting not only on the progress of Women in Credit over the past decade but also on the importance of continuing to

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support one another in the years ahead. The fundraising activities added further meaning, with proceeds directed to Good360 Australia and the AICM Education Foundation. It was a reminder that the luncheon is about more than networking and recognition – it is also about creating impact in the wider community.

The event would not have been possible without the support of sponsors Equifax, Results Legal and NCI. Their contribution helped bring the day to life and ensured the 10th anniversary was marked in fitting style. Thanks also go to Kathryn McCann for her thoughtful and engaging presentation, and to everyone who attended and shared in what was a truly enjoyable and memorable occasion.

For more photos of the event CLICK HERE

2025 Women in Credit – Victoria

The 2025 Victoria Women in Credit Luncheon at the RACV City Club in Melbourne was a lively and uplifting occasion, bringing together professionals to celebrate 10 years of Women in Credit. The anniversary added a sense of significance to the afternoon, with guests asked to “wear something that glitters, sparkles or shines” in support of Good360 Australia and the AICM Education Foundation.

The highlight of the day was guest speaker Holly Bailey, founder of Play Like a Girl Australia. Holly spoke with clarity and warmth about the importance of redefining what it means to “play like a girl,” urging the audience to embrace it as a mark of strength, confidence and leadership. Drawing on her experiences in sport and her work advocating

for women and girls, she shared how lessons of teamwork, resilience and visibility translate directly into professional and personal life. Her message was direct but encouraging: leadership is not about conforming to expectations, but about standing proudly in one’s own style and values.

The room responded with genuine engagement. Holly’s stories and insights sparked both laughter and thoughtful nods, leaving guests with ideas to reflect on long after the luncheon. Around the tables, conversation flowed easily between her words, the achievements of Women in Credit over the past decade, and the work still to be done in supporting women across industries.

As with all Women in Credit events, the day carried a strong sense of purpose through its charitable focus. Funds raised went toward Good360 Australia, which supports vulnerable

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women and families, and to the AICM Education Foundation, which helps women further their education in the credit profession.

The success of the luncheon was made possible through the generous support of Equifax, Results Legal and NCI. Thanks also go to Holly Bailey for sharing her inspiring perspective, and to every guest who helped create an atmosphere of connection and celebration fitting for the 10th anniversary of Women in Credit. For more photos of the event CLICK HERE

Vic/Tas Awards Night

The Australian Institute of Credit Management’s Vic/Tas Awards Night was held on 17 July 2025 at the RACV City Club in Melbourne, bringing together professionals from across Victoria and Tasmania to celebrate excellence in the credit industry. The evening recognised outstanding achievements in the profession, with the announcement of the Young Credit Professional of the Year and the Credit Professional of the Year for the Vic/Tas Division.

The Young Credit Professional of the Year award was presented to Alex Hawtin, Collections Manager at Middy’s. Judges praised Alex for his remarkable career progression, including a recent promotion, as well as his leadership qualities and commitment to the profession. His broad industry knowledge, strong work ethic, and dedication to mentoring

others distinguished him from his peers and marked him as a future leader in the field.

The Credit Professional of the Year award for the Vic/Tas Division was awarded to Julie Truong, Director, Risk Management at WEX who will go on to represent the region at the National Conference. Julie is a powerful advocate for mentorship, inclusion, and the thoughtful evolution of credit. Recognising that not everyone starts their journey in a nurturing environment Julie has opened doors – connecting her team to external mentoring opportunities and championing the AICM’s mentoring program to bring fresh perspectives to the next generation.

Both winners will now advance to compete at the AICM National Conference, to be held on the

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Gold Coast from 15 to 17 October 2025. The national awards are regarded as the pinnacle of recognition within the credit management profession, and the Vic/Tas division will be proudly represented by Alex and Julie.

Congratulations to all our finalists, and a big thank you to our award sponsors ARMA, CreditorWatch and Experian for helping make the night a huge success! For more photos of the event CLICK HERE

The Good, the Bad and the Ugly of Victorian Economics – Personal Development Session

The 2025 “Good, the Bad and the Ugly of Victorian Economics” breakfast at the Rialto on Collins Street offered a clear and engaging look at the challenges and opportunities shaping Victoria’s economy. With a full room of credit professionals, the session struck the right balance between economic context, legal perspective and practical application.

Stephen Langhammer of Robert Half set the tone by speaking about the pressures businesses face in the current market. He highlighted the difficulties in attracting and retaining staff, managing costs and balancing tighter budgets – all issues that directly affect credit decisionmaking. His observations resonated with many in the room who are navigating these realities daily.

Judicial Registrar Claire Gitsham from the Supreme Court of Victoria then brought a legal lens to the discussion. She outlined how insolvency, enforcement and the broader regulatory framework are evolving, offering practical insight into how legal processes connect with credit risk. Her contribution grounded the conversation in the kinds of matters professionals deal with when the economy slows or pressures mount.

Closing out the morning, Shaun Fernando of Mackay Goodwin drew the threads together with a concise wrap-up. His perspective as a registered liquidator added weight, linking the earlier points to trends in insolvency and restructuring. His summary left the audience with a sharper view of where risks are rising and how to approach them.

The conversations that followed over coffee showed how valuable the session had been. Attendees shared experiences, compared notes on current challenges and reflected on what the insights meant for their own work. The event left a clear impression: Victoria’s economic environment is complex, but informed discussion helps professionals meet those challenges with clarity.

Special thanks go to Stephen Langhammer, Judicial Registrar Claire Gitsham and Shaun Fernando for their contributions, and to everyone who attended for making the session both engaging and worthwhile.

The Australian Institute of Credit Management welcomes our Partners for 2025

National Partners

Divisional Partners

Official Division Supporting Sponsors

Our National, Divisional and Professional Partners support and work with the AICM to promote the Institute’s activities, represent the Credit Industry and develop the careers of all Credit Professionals. As these organisations support your Institute and your Industry please consider them when you require assistance.

We recognise those members who achieved membership anniversaries between April to June 2025. Congratulations to these members on achieving such important milestones.

member anniversaries

new members

The Institute welcomes the following credit professionals who were recently admitted to membership between April and June 2025.

New South Wales

Aaron Tibbetts Transurban

Alan Tang Stoneink Pty Ltd

Aleksandra Kepczynska REMONDIS Australia Pty Ltd

Ankit Dave Finstro

Ash Dalalchi Stoneink Pty Ltd

Babita Behari Qube Holdings

Beata Wojak Lockton Companies

Bina Kumar Veolia

Calayag Stella Veolia

Carlie Lind Elders

Carol Sahani

Charlotte Rankin Experian

Chinmayi Desai Veolia

Chris Graham Stoneink Pty Ltd

Chris Hewitt Remondis Australia

Chriterbell Shelly Kulinga Veolia

Conor Keane FIS Global

Darren Kou Bizcap AU

Emilie Pascual Veolia

Franca Robutti FIS Global

Giuseppina Hayes Veolia

Hanan Gameil Remondis Australia PTY LTD

Helen Darvell

Irvin Seah QBE

Jessica Sinclair Talent International

Jill Deng Phytologic

Joan Of Arc Tasi Remondis Australia PTY LTD

Katherine Morgan

Kerryn Beltran Transurban

Lanie Lapada Veolia

Lidija Ristevski Veolia

Maria Constantino Coates Hire

Melissa Giarratano Finstro

Michelle Vickers Equifax

Natalie Trajcevski CCSG Legal Pty Ltd

Natasha Strong Indigenous Business Australia

Odile Picton Remondis Australia Pty Ltd

Rathi Kumaresan Americold

Reema Thakkar CCSG Legal Pty Ltd

Richard Corfield Experian

Robert McDougall Veolia

Ross Edwards Finstro

Seemrun Singh

Shak Kulandaivel Finstro

Shaun Ellem Aon

Smrity Bakshi BDO

Spandana Chintala Americold

Valerie Pang FIS Global

Xavier Lenarduzzi Finstro

Zelda Burger N/A

Overseas

Amandeep Kaur Fletcher Building

Amber Liew Sanofi-Aventis (Malaysia) Sdn Bhd

Gui Qi Chee Sanofi

Ian Chan FIS Global

James Mitchell FIS Global

Ji Ching Chong Sanofi-Aventis

Jia Xin Tan Sanofi-Aventis

Muhammad Shaffie Sanofi-Aventis Malaysia

Tatt Wei Lai Sanofi

Queensland

Aaron Stewart Aitken Partners Pty Ltd

Alisha Rebello Volvo Group Australia

Alysha Rafferty Optimum Recoveries

Amanda Brownlee Ergon Energy Retail

Amanda Lake QBE

Ben Smith Axess Recoveries & Collections Pty Ltd

Bianca Hayes Humanistiqs

Brett Morgan Indigenous Business Australia

Brittany Clayton Vincents

Candace Ah Chin Indigenous Business Australia

Cassandra Cappellano Volvo Group Australia

Cecelia Eggmolesse Indigenous Business Australia

Danni Klerks Metcash

Eathen Luxxi Indigenous Business Australia

new members

Eduan Jordaan Harry Jordaan Legal Pty Ltd

Emily Lynam Indigenous Business Australia

Enji Batsaikhan JBS Australia

Erin Prout Aitken Partners Pty Ltd

Ethan McCoy Vincents

Fatima Deen Vincents

Hayley Wadley Metcash

Jared Rampton Ergon Energy Retail

Jason Bawden Indigenous Business Australia

Jayde Clothier Indigenous Business Australia

Jemma Biggs Indigenous Business Australia

Jennifer Pepper Indigenous Business Australia

Jessica Harvey Humanistiqs

Jimmy Chong Vincents

Kellie Hebrard Transurban

Kelly Toby Indigenous Business Australia

Louise Mullen Indigenous Business Australia

Luke Matthews CreditorWatch

Mahalia Emberson Indigenous Business Australia

Mayvis Tongia Indigenous Business Australia

Megan Burraston National Collection Services

Melanie Schneider Vincents

Nyree Gertz Indigenous Business Australia

Ramona Ale Bulk Fuel Australia Pty Ltd

Rav Prasad Humanistiqs

Ronan Turley Vincents

Selina Likio Indigenous Business Australia

Shelley Woodham Ergon Energy Retail

Shinead Seti Volvo Group Australia

Thomas Jobson People Infrastructure Limited

Tianna Bailey Indigenous Business Australia

Troy Dodson Indigenous Business Australia

Verena Ali Indigenous Business Australia

Vincent Kirby Indigenous Business Australia

Wesley Busgeeth Finance One

South Australia

Abbey Jenkins Elders

Alison Allan Origin Energy

Alison Lynch The Hallett Group

Anna Sarunic Brice Metals Australia

Danniella Musolino Lynch Meyer

Emma Bird Surdex Sheet and Coil Pty Ltd

Erica Baines Hallett Group

John Rolfe Indigenous Business Australia

Karl Janisch Indigenous Business Australia

Sarie Opperman Viterra

Youssef Ouaziz Hallett Group

Victoria/Tasmania

Alexander Brick Industry Fund Services

Alisha Keohane recoveriescorp

Amy Baker-Azarcon Industry Fund Services Ltd

Andrew Jackson Optus

Angela Kouvrakis Vocus

Ari Bedewi-Hayes Recoveriescorp

Arun Shekhar CollectAU

Asher Hermann CollectAU

Baden Quinane FIS Global

Blessy Andrea Punusingon Woolworths Group

Chandri Meedin Woolworths Group Limited

Cristina Henning Ridley Agr Products

David Luis Branco E Silva Bizcap

Ebrahim Ayub FIS Global

Emma Rakonic Saputo Dairy Australia

Gabby Clackson Woolworths Group

Gaurav Makhija Australia Post

Helen Xerakia Remedy Kombucha Pty Ltd

Isabelle Ball Reece Group

Jema Leivers Australia Post

Jessica Woodfield Woolworths Group Limited

Joe Zhou Optus

Josh Kyne Moshie Australia

June Alison Edwards Indigenous Business Australia

Justin De Voss Huon Aquaculture

Katrina Francis Transurban

Kelsey Spencer NCI

Kendra van Rooyen Industry Fund Services

Khai Nguyen Urbis Ltd

Krutika Patel Industry Fund Services

Laksitha Mudiyanselage Huon Aquaculture Company Pty Ltd

Lauren Fisher Reece Group

Marilu Coetzee Payne Investments Pty Ltd

Matthew Saliba Transurban

Michael Dickson QBE

Michelle Swee Transurban

Nicole Gleeson Woolworths

Nilesh Raichandani Industry Fund services

Ravinder Bajwa More and Tangerine Telecom

Renee Di Carlo Rodgers Reidy

Sam Rodda Lockton

Shelly Zhong QBE

Sokun Sreng Huon Aquaculture

Stephanie Booth National Credit Insurance (Brokers)

Stephen Roberts Indigenous Business Australia

Steven Babos Woolworths

Suet Yee (Vivian) Tran Optus

Sunny Chittajallu Indigenous Business Australia

Suzanne Chhour recoveriescorp

Tani Heeps IFS

Ted Savage SLF Lawyers

Tegan Hewins Huon Aquaculture

Tim Valanidas Paragon Care Group Australia Pty Ltd

Toma Traian Industry Fund Services

Vee Vora Bizcap

Vito Timpano Urbis Ltd

Xi Wang WEX

Yuechen Zhang Indigenous Business Australia

Five reasons to become an AICM Member!

1 Industry news and insights

Members continue to be informed of the latest news in credit, regulatory changes and receive insights to best practice from leaders in the industry.

2 Complimentary registration to our webinar series

Members receive complimentary registration to our webinar series valued at over $300! The value from this member benefit alone covers the majority of your membership fee.

3 Discounts for all AICM activities

Receive a member discount for all AICM events and training courses. The more engaged you are with us, the more you’ll save and have your membership to thank for it.

4 Access to resources

Western Australia/Northern Territory

Belinda Parkinson Klinger Ltd

Chloe Breeze Zipform Digital

Jean Gutierrez Realty Assist

Kajani Sri Experian

Kimberley Stapleton Zipform

Lynzie Carthew Indigenous Business Australia

Meghann Flint Zipform Digital

Michelle Bartholomew Indigenous Business Australia

Mike Whehella Indigenous Business Australia

Neha Kandel Capricorn Society

Nimisha Lad Westrac

Saajan Dalmia Woolworths

Sharon Allen RAC Finance

Zoran Lu Capricorn Society

Being a member will provide access to resources that will assist in navigating the ever-changing business economic and regulatory environment. This includes articles, reports, webinars and our quarterly magazine.

5

Be part of our professional community

Last but not least, join our growing professional credit community which has reached over 2800 members for the first time in the last 17 years! Interact with fellow credit professionals to build relationships and tap into credit management insights.

BONUS: More value for teams!

Do you manage or work within a team? AICM offer a group membership for organisations to enrol multiple employees as members at discounted rate.

To find out more about AICM Membership go

AICM Marketplace

Directory of services

For information, options and pricing please contact Claire Kasses on +61 2

COLLECTIONS

COLLECTIONS

Humanistiqs

Email: inbox@humanistiqs.com.au

Web: https://humanistiqs.com.au/

AMPAC Debt Recovery

Level 5, 35 Clarence Street, Sydney NSW 2000

Tel: 1300 426 722

Email: info@4ampac.com.au

Web: www.4ampac.com.au

AMPAC Debt Recovery is a specialist debt collection practice supporting organisations around Australia and in over 180 countries worldwide. With decades of experience and global reach, AMPAC is a trusted partner to some of Australia’s highest profile private and public sector organisations. Call or email us to next time you are reviewing your debt recovery needs.

Divisional Supporting Sponsor

Commercial Credit Services

Tel: 02 9671 0400

Email: jamesvp@commercialcredit.com.au

Web: www.commercialcredit.com.au/

Commercial Credit Services Group is a professional debt collection agency that provides debt recovery services across Australia and New Zealand, working closely with our clients to understand their needs and provide the best solutions tailored to suit.

Divisional Supporting Sponsor

CCSG

Tel: (02) 8568 6539

Web: www.ccsgroup.com.au

Credit Collection Services Group (CCSG) is a leading full-service debt collection agency. We specialise in debt collection, litigation, commercial default listings, portfolio ledger management, and financial hardship management. At CCSG, we understand your challenges, have proven expertise, and protect your interests through robust compliance and best business practices. Our experienced team is dedicated to engaging with people effectively, delivering results that improve cash flow and financial stability for our clients. Partner with CCSG for professional, efficient, and ethical debt collection solutions tailored to your needs.

At Humanistiqs, we specialise in unlocking human potential through tailored solutions in Advisory, Outsourced HR, Recruitment (Permanent & Temporary), Strategic Planning, Training, Facilitated Workshops and Compliance. Our proven approach – Strategy + Structure x People = Performance – empowers businesses to align their people and strategy for exceptional results. From practical HR support and compliance to leadership coaching and workforce development, we partner with clients to create sustainable, high-performing teams. Let us help you transform ambition into action, driving success with human-focused strategies that deliver measurable outcomes.

National Collection Services

Tel: 1300 888 758

Email: info@natcollection.com.au

Web: https://natcollection.com.au/

National Collection Services are a boutique Debt Collection Agency that sees ourselves as an ‘extension’ of your internal credit department. We will work with you to form a partnership, with our focus being placed on the associated levels of engagement, support, communication and goals of your organisation.

Divisional Supporting Sponsor

Tasmanian Collection Service

Tel: 03 6213 5555

Email: connect@tascol.com.au

Web: https://www.tascol.com.au/

With over 140 years’ experience, branches in Hobart, Launceston and Burnie and a database on the Tasmanian population that is second to none, there is no one better placed to handle your Tasmanian debts. Why not consider outsourcing to a local expert, you’ll be glad you did.

COLLECTION SYSTEMS

Credisense

Neill Borg, Enterprise Director

Tel: 0401 066 624

Email: neill.borg@credisense.io

Web: https://credisense.co.nz/

Credisense revolutionises the way businesses acquire new customers. One-size does not fit all. Our platform provides personalised, omnichannel, and unified customer experiences that embody your brand. Orchestrate and analyse thousands of data points and services that automate any process or decision. All from the cloud. All with no coding.

AICM Divisional Partner

Onguard

Tel: 1800 123 613

Web: www.onguard.com

OnGuard’s Credit management solution will help you hit your collection targets – each and every month.

By working smarter and providing better visibility, OnGuard will help you reduce your DSOs. Why not give your staff a friendly solution that will make their life so much easier.

Contact us to show you how OnGuard has made life a whole lot easier for our customers.

AICM Divisional Partner

Opypro

Email: partner@opypro.com.au

Web: www.opypro.com.au

Opypro is a single cloud-based platform that fully automates the end-to-end B2B credit management process. Multiple systems can be replaced by Opypro streamlining onboarding, providing real time access to business buyer account information and increasing payment success with consolidated invoicing, automated Dunning cycles and payment reconciliation. Contact us to see how Opypro can drive efficiencies across your trade accounts receivable process.

For information, options and pricing please contact Claire Kasses on +61 2 9174 5727 or E: claire@aicm.com.au

DISTRIBUTION & PRINTING

AICM Divisional Partner

Lane Communications

Tel: 08 8179 9900

Web: www.laneprint.com.au

Lane are widely regarded as one of the largest and most technologically advanced print production and distribution companies in Australia. We are an industry leader in digital and offset print, point of sale signs, complex embellishments and print finishing, storage, kitting and mailing. With innovation at our core, our services extend beyond transactional mail and promotional print production to include SMS, bulk email communications, and electronic billing solutions. Lane are your partner in print and multi-channel communications.

INFORMATION

Building

Industry Credit Bureau

Tel: 07 3852 1342, 1800 931 222

Email: bicb@bicb.com.au

Web: https://bicb.com.au

If your business supplies the building industry, we have industry-specific data that will raise your credit management decision-making effectiveness and perhaps prevent/minimise loss. We know you like to do your job well. Let us help you do it even better. For more info, call today.

AICM National Partner

CreditorWatch

GPO Box 276

Sydney NSW 2001

Tel: 1300 501 312

Web: www.creditorwatch.com.au

CreditorWatch is a leading commercial credit reporting bureau used by over 50,000 businesses across Australia. CreditorWatch offers a variety of products including customer monitoring/alerts, credit reporting, an indepth trade program and online credit applications to assist with customer onboarding and decisioning. Contact us today for more information or to organise a FREE DEMO of any of products.

Insolvency Intelligence for Credit Managers

Tel: 1300 265 753

Email: intelligence@jirschsutherland.com.au

Web: www.jirschsutherland.com.au/ insolvencyintelligence/

Insolvency Intelligence: a specialist provider of insolvency and turnaround advice and services for credit managers. Backed by national firm Jirsch Sutherland, our friendly team is just a phone call or email away, providing members with practical, strategic advice about corporate and personal insolvency. Free initial consultation; networking opportunities; training and presentations; knowledge database access. Contact us now to find out how we could assist you.

Equifax

Tel: 13 83 32

Web: www.equifax.com.au

Equifax is a global information solutions company, providing data and insights that help organisations and individuals make more informed decisions. As a leading provider of credit information and analysis in Australia and New Zealand, Equifax serves key markets in risk management, marketing services and HR solutions.

Drawing from trusted sources to compile and process data, Equifax helps its customers see things and make connections that others can’t.

AICM National Partner

AICM Marketplace

We’re proud of the AICM and we want to let all credit professionals know those businesses that support the AICM. Thank you to these companies for their continued support and please consider them first when you’re looking for assistance in your business. We’ll also include these sponsors on our website so you can be sure to find them easily.

For more information contact: Claire Kasses

Direct: +61 2 9174 5727

Email: claire@aicm.com.au

Tel: 1300 560 996

Experian

Tel: 13 23 33

Web: www.experian.com.au

Renowned for our expertise in credit risk management, we pride ourselves in providing market leading products and services which securely store and analyse the unique data of millions of individuals and commercial entities. While we specialise in credit risk assessment and decisioning software solutions, we also provide a full suite of products that span the entire credit lifecycle. This includes lead generation and sales prospecting tools and receivables optimisation solutions.

SV Partners

Level 8, 68 St George’s Terrace, Perth WA 6000

GPO Box 2527, Perth WA 6001

Tel: 08 6277 0026

Fax: 07 3229 7285

Email: perth@svp.com.au

Web: https://svpartners.com.au/

SV Partners is a specialist accounting and advisory firm with 17 offices across Australia. Our expert accountants have the skills and experience to provide tailored insolvency, turnaround and advisory services. We partner with professionals and their clients, providing expert advice with a human touch.

AICM Divisional Partner

Vincents

Level 34 Santos Place, 32 Turbot Street

Brisbane QLD 4000

Tel: 1300 VINCENTS, (07) 3228 4000

Web: www.vincents.com.au

Vincents is a solutions-focused professional services firm with over 35 years of experience. Its Restructuring & Recovery team consists of experts in all aspects of insolvency, restructuring, and recovery. They are dedicated to supporting you or your clients during critical decision-making moments, acting as financial counsellors, and offering advice and solutions for a wide range of financial distress situations. Regardless of the size or complexity of the matter, their team collaborates closely with you, your stakeholders, and advisors – including lawyers, accountants, financiers, and creditors – to achieve the best possible outcome.

AICM Marketplace

Directory of services

For information, options and pricing please contact Claire Kasses on +61 2 9174 5727 or E: claire@aicm.com.au

LEGAL

Agility Law

Contact: Levi Smouha, Managing Partner

Tel: 0423 982 333

Email: levi.smouha@agilitylaw.com.au

Contact: Janel Pearce, Senior Paralegal

Tel: 07 3521 8519

Email: janel.pearce@agilitylaw.com.au

Web: www.agilitylaw.com.au

Agility Law Group, based in Brisbane, specialises in debt recovery, litigation, insolvency, commercial, and property law. We handle both high-volume and complex, high-value disputes across all state and federal courts. Our expertise includes insurance and finance recovery actions. We provide strategic, practical solutions tailored to our clients’ objectives nationwide.

Divisional Supporting Sponsor

Holman Webb Lawyers

Tel: 02 9390 8000

Email: andrew.tanna@holmanwebb.com.au

Web: www.holmanwebb.com.au/

Holman Webb is a commercial and insurance law firm with over 60 years’ experience and the scale to provide a top-tier level of legal services. We deliver unique insights and bring relevant, real world experience to you from our offices in Sydney, Melbourne, Brisbane and Adelaide.

Results Legal

Level 4, 183 North Quay

Brisbane QLD 4000

Tel: 1300 757 534

Web: www.resultslegal.com.au

Results Legal is a national firm with a focus on promoting and protecting the rights of trade creditors. Our clients are some of Australia’s largest trade credit companies who rely on our assistance for legal recovery, dispute resolution, preference claim defence and PPSA rights. Results Legal are the obvious first choice for companies seeking a national solution to resolve commercial disputes and pursue swift, successful and cost effective legal recovery action.

LEGAL

Nova Legal

Level 2, 50 Kings Park Road

West Perth 6005

Tel: 08 9466 3177

Web: www.novalegal.com.au

Nova Legal can assist with the recovery of problem debtors (large and small). Founding director Raffaele Di Renzo acts for creditors, debtors, directors, credit managers and insolvency practitioners in relation to solvency issues and dispute resolution.

Rothwell Lawyers

Tel: (03) 9329 3500

Email: admin@rothlaw.com.au

Web: www.rothlaw.com.au

At Rothwell Lawyers, we are a commercial team of solicitors and other legal support staff that are experts within our field. We pride ourselves on our ability to provide sound legal advice to individuals and businesses of all sizes, from sole directors and shareholder companies and large national corporations. Whether it is basic debt recovery, commercial law and litigation, insolvency advice to agreements and contracts, the team at Rothwell Lawyers can help you today.

RECRUITMENT

Divisional Supporting Sponsor

Byron Thomas Recruitment

Tel: 02 8677 3020

Email: info@byronthomas.com.au

Web: www.byronthomas.com.au/

As Sydney’s leading Executive Accounting and Finance recruitment service, we offer access to our exclusive relationships, networks and database of over 80,000 Accounting and Finance Candidates. We are a privately-owned Australian company that have been operating for over 10 years. We work with a variety of public, private, family owned and private equity-backed companies.

TECHNOLOGY

Access Intell Pty Ltd

PO Box 1551, Kenmore, QLD 4069

Tel: 1300 831 331

Email: admin@accessintell.com

Web: https://www.accessintell.com/

Access Intell is a fast-growing fintech with a suite of B2B credit management solutions. Our platform transforms diverse data from global sources into instantly understandable insights. The customisable products create a streamlined process from online trade applications and PPSR through to ongoing risk monitoring. Fast implementation gets you onboard within 24 hours for standard setup. Backed by responsive service and flexible pricing, Access Intell is trusted by organisations across diverse industries. Visit our website to book a demo.

Turks

Tel: 02 8257 5700

Email: marketinggroup@turkslegal.com.au

Web: www.turkslegal.com.au

Turks is a specialist commercial law firm with 33 Partners and over 160 staff across our Sydney, Melbourne and Brisbane offices. We are proud to look after the interests of trade creditor suppliers and financial institutions in:

l Portfolio debt recovery using our marketleading, real-time client interface, ‘TurksFocus’

l Resolution of complex debt disputes

l PPSA recovery

l Defence of unfair preference claims

l Supply documentation and guarantees.

FIS Global

Tel: +61438049227

Email: baden.quinane@fisglobal.com

Web: https://www.fisglobal.com/

FIS is a financial technology company providing solutions to financial institutions, corporations, and developers. Our Automated Finance portfolio provides a comprehensive suite of receivables, payables and revenue optimization tools that modernize the office of the CFO, helping turn finance from a cost center into a growth partner. We create financial technology solutions that remove friction, create revenue opportunities, and give clients the confidence and capabilities to grow their business. FIS is a member of the Fortune 500® and the Standard & Poor’s 500® Index. To learn more, visit FISglobal.com. Follow FIS on LinkedIn, Facebook and X

For information, options and pricing please contact Claire Kasses on +61 2 9174 5727 or E: claire@aicm.com.au

TRADE CREDIT INSURANCE VALUATIONS

National Supporting Sponsor

National Credit Insurance Brokers

Tel: 1800 882 820 (freecall)

Email: info@nci.com.au

Web: www.nci.com.au

National Credit Insurance Brokers (NCI) has established itself as the premier trade credit insurance broker in Australia, New Zealand, Singapore and Malaysia. Trade credit insurance is a highly specialised area of insurance and with its 35 years of experience, NCI has developed an unmatched depth of expertise in arranging the right protection at the best price for your particular trading needs.

Slattery

Email: gtanner@slatteryauctions.com.au

Web: www.slatteryassetadvisory.com www.slatteryauctions.com

Slattery Valuations is Australia’s leading asset valuation team, trusted for accurate and efficient valuations nationwide and internationally. Our expertise spans finance, accounting, insolvency, insurance, mining, government, aviation, and marine sectors. We deliver discreet, evidence-backed valuations tailored to your needs and carried out under international valuation standards.

AICM Marketplace

We’re proud of the AICM and we want to let all credit professionals know those businesses that support the AICM. Thank you to these companies for their continued support and please consider them first when you’re looking for assistance in your business. We’ll also include these sponsors on our website so you can be sure to find them easily.

claire@aicm.com.au