Report Writing

As a Field Agent or Process Server, your services are employed by the client to perform tasks that are basically broken down into several subcategories

Field Calls [ie relating to insurance claims, debt collections, residential occupancy etc]
Process Serving
Repossessions
Repossession Field Calls
Occupied/Vacant Possession

Each of these requires different information provided in your report, but the basic structure of the report stays the same, remember your services are employed to be the eyes and ears of your client and they expect a clear concise report with an outcome.

Some Basic rules of Reporting

  1. Always write in the Third Person, never use terms I, you, we or us
  2. Always check your spelling and grammar.
  3. Never include sensitive information unless permission is given if so as an example use [permission given] within the body of the report.
  4. If a TP is involved in discussions always request confirmation the customer is happy for this to occur and again include this in your report; as for example [permission given].
  5. Never make assumptions, only report your observations.
  6. Always report the truth of your actions, you are employed for this sole purpose if you can’t then you are no longer a trustworthy resource.
  7. If you require information from your client at the end of your report/update use three Asterix and ask the question, see examples in the reports above.
  8. Read your instructions before actioning the file.

Basic structure

  1. Time and date stamp
  2. Identify the agent
  3. Identify the address [Capitalise on each attendance]
  4. A basic property description
  5. Depending on the nature of the call a description of assets sighted.

For example

30May19 15:20 Agent [bb] called to the address 153 MOCARDY DRIVE DUNDBOUROGH WA 6281 [a one way distance of 80km], the property is an older poorly maintained state housing style fibro cottage with a single open carport to the left, there is an older blue Commodore sedan [1EDB123] parked under cover.

From this point due to the action required your reports may diverge

Field Calls –

Agent interviewed a male resident identifying herself as the TP Bob Builder [DOB confirmed] acknowledging the debt and saying he has recently been made redundant and is experiencing financial difficulties.

The TP has no income and waiting for Centrelink benefits to start, saying he wants to honour his debt but presently is not in a financial position to make regular instalments.

A call was placed to the client enabling the customer to discuss his account direct.

Customer details
Bob Builder
153 Mocardy Street
Dunsborough WA 6281
Mobile 0431-717-000
Email bobbuilder(@)bigpond.com
Unemployed

Or if no one is home

There was no response to the agent knocking no one was home, an agent’s card was left attached to the front door in a sealed envelope marked private and confidential addressed to the customer, the card showing account details and a request for urgent contact.

***The agent will return at a later date.

Process Service

Serving the defendant Bob Builder with the GPC 2257/19 by handing the same to a female resident identifying herself as Betty Builder who confirmed the address and saying she would accept service on the defendant’s behalf.

***Our affidavit to follow.

Note; when reporting on a process you are still required to give a property description, interview residents and neighbours, report if the person resides at the address or if they have moved. Clients need to know this information so they can make informed decisions moving forward ie; when applying to the court for substituted service.

Repossession/Repossession Field Call.

Agent interviewed a male resident identifying himself as the TP Bob Builder [DOB confirmed] acknowledging the debt and saying he has recently been made redundant and is experiencing financial difficulties.

The TP has no income and waiting for Centrelink benefits to start, saying he wants to honour his debt but presently is not in a financial position to clear arrears plus costs but can maintain regular instalments.

Arrears plus costs were quoted $1700.00 = $1200.00 arrears + $700.00inc costs.

All options pertaining to the repossession procedure were discussed inclusive of Hardship, it was agreed the agent would submit his report and seek guidance.

Customer details
Bob Builder
153 Mocardy Street
Dunsborough WA 6281
Mobile 0431-717-000
Email bobbuilder(@)bigpond.com
Unemployed

Security 1EDB123
Licensed to 23/10/2019
Insured SGIO

*** Can your office confirm if Hardship is a consideration.

Full report

30May19 15:20 Agent [bb] called to the address 153 MOCARDY DRIVE DUNDBOUROGH WA 6281 [a one way distance of 80km], the property is an older poorly maintained state housing style fibro cottage with a single open carport to the left, there is an older blue Commodore sedan [1EDB123] parked under cover.

Agent interviewed a male resident identifying himself as the TP Bob Builder [DOB confirmed] acknowledging the debt and saying he has recently been made redundant and is experiencing financial difficulties.

The TP has no income and waiting for Centrelink benefits to start, saying he wants to honour his debt but presently is not in a financial position to clear arrears plus costs but can maintain regular instalments..

Arrears plus costs were quoted $1700.00 = $1200.00 arrears + $700.00inc costs.

All options pertaining to the repossession procedure were discussed inclusive of Hardship, it was agreed the agent would submit his report and seek guidance.

Customer details
Bob Builder
153 Mocardy Street
Dunsborough WA 6281
Mobile 0431-717-000
Email bobbuilder(@)bigpond.com
Unemployed

Security 1EDB123
Licensed to 23/10/2019
Insured SGIO

*** Can your office confirm if Hardship is a consideration. 

Sensitive Information and the Australian Privacy Principle

The privacy act includes 13 new harmonising Privacy Principles, known as the 13 APP (13 Australian Privacy Principles).
As a Field Agent or Process Server, you are working as an agent on behalf of your client and therefore are bound by the privacy act.
The first thing you need to know about these principles is, if you breach them you may be up for a very hefty fine, the privacy commissioner has the power to seek civil penalties of up to $1.7million. Not only that, if there is a breach and a civil penalty is imposed by the commissioner the individual who has been affected can seek compensation. This compensation could include a recompense for hurt feelings.
Yes, I said hurt feelings.

Make sure you do not put anything into your report that is derogatory, nasty or makes the person look or feel bad in their eyes or the eyes of someone else.
The privacy principles are about protecting personal information, this is the information on individual people.

Who is an individual person in the context of your business?

  1. Individual consumer
  2. Sole trader
  3. Director
  4. Personal Guarantor

Basically, any information that you collect about a human being is now protected by the privacy laws and there are two types of information.

  1. Normal information, this is collected for the natural use of your client’s business such as addresses, names of directors or consumers.
  2. Sensitive information, this is information about an individual regarding cultural differences, race, sexual orientation or religious beliefs etcetera.
    You also cannot report on medical conditions without the consent of the customer.
    The difference between these two is, you cannot collect sensitive information on an individual without consent. This also means that you cannot write in your reports any information about a customer that is sensitive. You can only write information that is relevant to your client’s business that would be required in the ordinary cause of day to day activities.

The information you collect must be relevant, you cannot keep information in case you may use it later, it must be relevant to the moment.
There is more info at https://www.oaic.gov.au/

Login Form