Monthly DCA Performance & Conduct Review

Standardised template · Aligned to DCA Governance Framework (Layer 5)

[DCA name] · [Reporting month YYYY-MM]

Use this deck to standardise the meeting and align to the framework. Populate from the Standard Monthly Reporting Pack (Layer 3).

Contacts & RACI (who to contact)

Update names in your copy

Topic	Bank	DCA
Day-to-day / operations	Collections lead	Account / Operations lead
Performance & SLA	Head of Collections	Account director
Conduct / complaints / breach	Compliance (escalate to Risk per Layer 6)	Senior
Contract / commercial / delegation	Legal / Collections	Commercial
Attestation / risk oversight	Risk (second line)	Senior (signed attestation)
Escalation (Layer 6)	Risk; CRO (material privacy)	n/a

Governance at a glance

Cadence + escalation

Weekly: Operational review (volume, pipeline, SLA, handbacks).
Monthly: This meeting - Performance & Conduct; Monthly Pack required.
Quarterly: Risk & attestation review; DCA attestation due.
Quarterly: Risk Committee reporting (DCA summary).
Annual: Contract & incentive review; Delegated Authority Schedule.
Escalation: SLA >2m → remediation plan; Conduct → Risk; Delegation breach → suspend authority; Hardship delay → independent review; Privacy → CRO.

Reporting requirements (Layer 3)

What to submit, when

Standard Monthly Reporting Pack - identical format for all DCAs.
Sections: 1 Portfolio · 2 Performance · 3 Conduct · 4 Delegated authority · 5 Risk indicators · 6 Spin down (recoveries by referral month).
Submission: e.g. 5 business days after month end; format Excel per template.
Naming: DCA_MonthlyPack_[DCA_Name]_[YYYY-MM].xlsx.
Attestation: Quarterly; use NZ_DCA_Compliance_Attestation_Checklist.

Meeting details

Layer 5 - Governance Cadence

Purpose: Monthly Performance & Conduct Review.
Participants: Bank - Head of Collections / Collections lead; DCA - Account director / senior lead.
Duration: e.g. 60 minutes.
Input: Standard Monthly Reporting Pack (Layer 3) submitted by DCA by agreed deadline.
Output: Agreed actions; minutes; scorecard and pack on file; escalation to Risk if required (Layer 6).

Agenda (standard)

Same order every month · Every DCA

1. Portfolio snapshot (Layer 3 - Section 1)
2. Performance (Layer 3 - Section 2)
3. Conduct (Layer 3 - Section 3)
4. Delegated authority (Layer 3 - Section 4)
5. Risk indicators & open issues (Layer 3 - Section 5; Layer 4)
6. Spin down - recoveries by referral month (Layer 3 - Section 6)
7. Scorecard (R/A/G)
8. Action items & next steps

1. Portfolio snapshot

Layer 3 - Section 1 · Populate from Monthly Pack

Metric	This month	Prior month	Notes
Reporting month	[YYYY-MM]	n/a
Accounts assigned (opening / new / closing)
$ exposure (opening / closing)
Age at assignment (new): 0-30, 31-60, 61-90, 90+ DPD
Segment mix (new)
Accounts closed (by reason)			Paid, Settled, Hardship, Legal, Write-off, Returned, Other

2. Performance

Layer 3 - Section 2 · Populate from Monthly Pack

Metric	Value	Prior month	Target	R/A/G
$ collected			n/a
Recovery rate (%)			By segment
Cure rate (%)			By segment
PTP keep rate (%)			e.g. ≥ 70%
Time to first contact (% within 5 b.d.)			e.g. ≥ 95%
Non-treatment > 14 days (count, %)			e.g. < 5%

3. Conduct

Layer 3 - Section 3 · Populate from Monthly Pack

Metric	Value	Prior month	Expectation
Complaints (internal / FSL)			n/a
Complaints per 1,000 accounts			Below threshold
Hardship referrals			n/a
Hardship referral timing (% within 1 b.d.)			Per protocol
Contact compliance (%)			100%
QA pass rate (%)			e.g. ≥ 85%
Disclosure compliance (breaches)			0

Any conduct breach → breach register + immediate escalation to Risk (Layer 6).

4. Delegated authority

Layer 3 - Section 4 · Populate from Monthly Pack

Metric	Threshold	Over threshold (Y/N)
Settlement volume (count, $)	n/a
Settlements by band (≤70%, 71-80%, >80% approved)	Per Schedule
Waivers within limit / above limit (bank approved)	Per Schedule
Overrides	n/a
Unauthorised settlement / waiver	0	If > 0 = Category B

Unauthorised authority = Category B → suspension of authority (Layer 6).

5. Risk indicators & open issues

Layer 3 - Section 5 · Layer 4 (Issue Log)

Indicator	Value	Threshold	R/A/G
Non-treatment > X days		e.g. < 5%
Accounts > 90 DPD still early stage		Monitor
Legal timing breaches		0
Disclosure breaches		0
Attestation status		Y
Open issues (A / B / C / D)		n/a

Review Issue Log; agree remediation and owners. Material issues (Category A, suspension) → Risk Committee.

6. Scorecard summary (R/A/G)

Overall DCA scorecard - align to framework definitions

Performance: recovery, cure, PTP, time to contact, non-treatment
Conduct: complaints, hardship referral timing, contact compliance, QA, disclosure
Delegated authority: no unauthorised settlement/waiver
Risk indicators: open issues, attestation status

Overall status: [ ] Green [ ] Amber [ ] Red

7. Action items & next steps

Output of this meeting

#	Action	Owner	Due date
1
2
3

Escalation to Risk required? (Layer 6) [ ] Yes [ ] No

Next monthly review date: _______________

Pack and minutes to be filed per Layer 5.

Escalation reminder (Layer 6)

If any trigger applies, escalate as defined

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

Appendix: Framework alignment

This meeting is the Monthly Performance & Conduct Review (Layer 5)

Agenda follows the Standard Monthly Reporting Pack (Layer 3) - five sections.
Issues discussed must be classified and logged per Layer 4 (Issue Identification Model).
Any trigger per Layer 6 (Escalation Framework) must be escalated as defined.
No DCA is exempt from this cadence (DCA Governance Policy, Layer 1).