The fastest and most effective collection strategy depends on our student engagement speed, and not all students want to communicate with us in the same way. All students receive our regulatory letter of introduction, seeking payment, and offering multiple communication methods to contact us. Following the introduction letter, two connection methods – telephone and Student Support Hub – provide our most rapid route to a successful collection. Our contact centre reaches out to students by telephone and, where the call connection is successful, the phone remains our number one payment prompt.
For those students not responding to telephone calls, we use other letters, emails, and SMS, each containing a link to the Hub, and this self-help method ranks second for students wanting to control payment themselves.
Our self-service portal allows the student to view their account, make a one-off payment, complete a financial review, set up a payment plan, check their balance, request a call, webchat, and make changes to contact details. The portal also has a virtual agent that can answer questions. The hub benefits international students needing to pay by instalments to set up a continuous payment authority using a foreign bank account.