Standardised DCA Governance Framework

Governance architecture and document index

Document ID: TBD
Version: 1.0
Status: Final (exec)
Last updated: February 2026
Owner: Head of Collections / CRO

Objective

One consistent process across all DCA engagements. This framework standardises how DCAs are onboarded, how delegation works, how reporting is structured, how issues are identified, how escalation occurs, and how risk is tracked. Every DCA is governed through the same 6-layer structure; no DCA is exempt without a documented exception.

Governance architecture (6 layers)

Layer	Document	Purpose
1 - Policy	Layer 1 - DCA Governance Policy	Top-level policy + Delegated Authority Schedule, Commission & Incentive Standard, Hardship Interaction Protocol, Credit Reporting Control. Applies to all DCAs equally.
2 - Contract & SLA	Layer 2 - Contract Appendix & SLA Standard	Standardised contract appendix: SLA metrics (performance + conduct), contact standards, disclosure control, delegation thresholds, reporting, service credits & consequences. No bespoke arrangements without documented exception.
3 - Reporting	Layer 3 - Standard Monthly Reporting Pack	Monthly pack in identical format: Portfolio Snapshot; Performance; Conduct; Delegated Authority; Risk Indicators.
4 - Issues	Layer 4 - Issue Identification Model & Log	Consistent issue classification (Category A/B/C/D) and mandatory issue log. Every issue logged against these categories.
5 - Cadence	Layer 5 - Governance Cadence	Standard across all DCAs: Weekly (Operational); Monthly (Performance & Conduct); Quarterly (Risk & Attestation); Quarterly (Risk Committee); Annual (Contract & Incentive). No DCA exempt.
6 - Escalation	Layer 6 - Escalation Framework	Consistent triggers and actions: SLA miss > 2 months → remediation plan; Conduct breach → immediate Risk; Delegated authority breach → suspend authority; Repeated hardship delay → independent review; Material privacy → CRO escalation.

Quick reference - escalation triggers

Trigger	Escalation
SLA miss > 2 months	Formal remediation plan
Conduct breach	Immediate escalation to Risk
Delegated authority breach	Suspension of authority
Repeated hardship delay	Independent review
Material privacy issue	CRO escalation

Relationship to NZ governance framework

This Standardised DCA Governance Framework implements the governance structure described in the bank’s DCA & Contingent Debt Collections Governance Framework (NZ). It provides the standardised process and assets that apply to all DCA engagements in New Zealand.

Document control

Attribute	Value
Folder	docs/DCA-Governance/
Owner	Head of Collections / CRO
Review	Annual or on material change
Version	1.0 (February 2026)

Asset list

File	Description
00-Index (this document)	Framework index and quick reference
01-Layer1-DCA-Governance-Policy.html	Policy + Delegated Authority, Commission & Incentive, Hardship, Credit Reporting
02-Layer2-Contract-SLA.html	Standard contract appendix and SLA specification
03-Layer3-Monthly-Reporting-Pack.html	Monthly reporting pack structure and mandatory sections
04-Layer4-Issue-Identification-Log.html	Issue categories (A/B/C/D) and issue log template
05-Layer5-Governance-Cadence.html	Weekly / monthly / quarterly / annual meeting requirements
06-Layer6-Escalation-Framework.html	Escalation triggers and actions
07-Appendix-DCA-Onboarding-Checklist.html	Standard checklist for onboarding new DCAs

Supporting assets (checklists & tools)

Operational Excel checklists that implement the framework. Place them in supporting-assets/ (see README-Supporting-Assets.md in that folder).

Excel file	Implements	Primary use
NZ_DCA_Compliance_Attestation_Checklist_v2.xlsx	Attestation requirement (Layer 1, NZ framework); evidence for Layer 3 & 6	Quarterly Risk & Attestation Review (Layer 5)
NZ_DCA_Contract_SLA_Checklist_v2.xlsx	Layer 2 standard (contract & SLA content)	Onboarding contract review; Annual Contract & Incentive Review (Layer 5)