FAQ
About Francom Group
01 Who we are
Francom Group is one of Australia’s largest debt buyers and debt collection companies. This means we purchase debts from banks, phone and internet providers, power companies and other credit providers. Purchasing a debt means the ownership, and legal right and interest of the debt, is transferred to Francom Group.
We then work directly with individuals to manage and pay back the debt. We have been around for 10+ years supporting more than 2 million Australian customers across some of the largest companies in the country.
We pride ourselves on providing flexible and affordable credit management solutions for each individual customer’s situation, tailoring a solution that works for them.
We’re committed to assist you achieve financial freedom in a way that suits you best. We provide flexible payment options for you including payment plans and discount settlements. Click “Log in” at the top right corner to get started. If you have any questions or queries, you can send us an email at hey@francomgroup.com, or call us on 1300 904 938.
Our operating hours can be found below.
- Mon: 7:30am – 6:00pm
- Tue: 7:30am – 6:00pm
- Wed: 9:00am – 9:00pm
- Thu: 9:00am – 9:00pm
- Fri: 9:00am – 9:00pm
- Sat: 12:00pm – 9:00pm
- Sun: 12:00pm – 9:00pm
02 Why is Francom Group contacting me?
Francom Group own an overdue account that was previously held with a service or credit provider. All legal rights, interest and outstanding amounts are now owed to Francom Group.
Our expert staff are here to assist our customers repay their accounts in a way that won’t be destructive to their finances.
We contact you to find a solution that works for you, on your own terms.
03 Is Francom Group regulated?
Francom Group holds current Australian Credit Licence Number: 400699
Francom Group is certified to quality management systems standards: ISO 9001:2015
Francom Group is certified to information security standards: ISO 27001:2013
Francom Group is a member of the Australian Financial Complaints Authority (AFCA)
04 How does Francom Group work?
You will have received a letter, email or SMS regarding an account with Francom Group. The communication will contain details about the account, how much is overdue and other account details as well our yourFrancom Group reference number that you can use to login to manage your account.
The simplest way to deal with your account is to login to our portal and see the range of options available to you. If the portal doesn’t answer your questions or you would like additional support, please get in touch and we will be happy to assist.
You can choose between paying one lump sum, paying at a later date or breaking your balance down into instalments. If none of these options work for you, we are always happy to explore other solutions.
If you are still having trouble or would like some further assistance, you can contact Francom Group by:
- Emailing hey@francomgroup.com
- Calling 1300 904 938
- Write to us: PO Box 242, Parramatta NSW 2124
05 How does Francom Group communicate with customers?
We really want to be able to assist you resolve your balance in a way that works on your terms. If there are no active payments being made, we contact our customers reguarly to ensure a resolution is made for.
If you can’t pay or are struggling, it is important to let us know what’s going on and we can work something out.
06 How do you now own my account?
You had an account that went overdue with a company such as a bank, phone or internet provider, power company, or other credit provider. After several unsuccessful attempts to collect payments from you, your service or credit provider put your account up for sale.
This is common practice in the industry and Francom Group purchased your outstanding account. This means your account is no longer owned by the company you signed up with and the outstanding amount is now owed to Francom Group.
Payments & Your Options
01 I've been given a "settlement offer", what does that mean
Ocassionally, discount settlement offers are sent out to our customers. This provides the opportunity to finalise your account at a reduced amount in order to save time and money in the long run.
These offers will have an expiry date so please get in touch if you’d like to take advantage of the discount offer.
02 What is a payment arrangement?
A payment arrangement is a structured plan that allows you to repay your account in smaller chunks at a pace that works for you.
Our payment arrangements are flexible and can be tailored to your current circumstances.
Payment arrangements can be set up via our website or you can contact us by phone or email to get started.
03 What if I can't pay?
No problem! We’re here to help you on this journey.
If you have any questions or can’t pay, you can call us on 1300 904 938, or email us at hey@francomgroup.com. Our staff can complete a budget assessment so that you can quickly work out your incomings vs. outgoings and get an idea of the most appropriate amount to pay.
If you are really struggling financially, that’s also ok. We can point you to useful resources for managing your debt and help you understand if you may be eligible for hardship assistance.
04 How do I access information about my plan and debt?
Just click “Login” in the top right corner of this page. All you need is to log into your account and proceed to dashboard. From there you will be able to update your details.
If you need to make any changes to what you agreed, just let us know via
- Emailing hey@francomgroup.com
- Calling 1300 904 938
- Write to us: PO Box 242, Parramatta NSW 2124
05 How do I set up a payment plan?
If you would like to set up a payment plan to make payments in smaller instalments, you can do this quickly and easily online.
Select “Pay in Instalments” in your account dashboard. Then set up a pre-calculated plan to clear your debt with affordable repayments.
- Emailing hey@francomgroup.com
- Calling 1300 904 938
- Write to us: PO Box 242, Parramatta NSW 2124
06 How does Francom Group communicate with customers?
We really want to be able to assist you resolve your balance in a way that works on your terms. If there are no active payments being made, we contact our customers reguarly to ensure a resolution is made for.
If you can’t pay or are struggling, it is important to let us know what’s going on and we can work something out.
We really want to be able to assist you resolve your balance in a way that works on your terms. If there are no active payments being made, we contact our customers reguarly to ensure a resolution is made for.
If you can’t pay or are struggling, it is important to let us know what’s going on and we can work something out.
07 Where can I find my reference number?
Disputes & Complaints
01 I have made a payment, why are you still contacting me?
If you have made a payment or set up an arrangement directly with your supplier (rather than through Francom Group) it can take a few days for this information to get through to us and update in your Francom Group account.
To avoid the delay, it is important payments are made directly to Francom Group as we now own the account.
02 The amount of debt I owe looks incorrect
If the amount of debt doesn’t look right to you, just let us know and we will look into it. We can provide the appropriate information and documentation to verify the account information is accurate. You can contact us via
- Emailing hey@francomgroup.com
- Calling 1300 904 938
03 What if I don't recognise this debt?
If you don’t recognize this debt, just get in touch and we will take a look and can provide you with the appropriate documentation and information for the account. You can contact us via:
- Emailing hey@francomgroup.com
- Calling 1300 904 938
04 I don’t believe I am liable for this debt. What can I do?
If you are wanting to dispute your liability for an account, just get in touch and we will look into it.
We may need you to provide some more information and supporting documentation to help us get started.
05 How do I dispute my account?
If you are wanting to dispute your account, just get in touch and we will look into it. We may require some additional information and documentation to assist us with this process. You can contact us via:
- Emailing hey@francomgroup.com
- Calling 1300 904 938
06 I have concerns regarding my default listing, what can I do?
If you have paid your account and your Default Listing has not been updated, please allow up to 14 business days (from the day of your final payment) for this to be updated.
To find out more information regarding a default listing, please contact us directly. Alternatively, please refer to your own personal credit report for the most accurate information.
07 How do I make a complaint?
If you’d like to make a complaint, just get in touch and we will look into it. We may need to ask for some more information to help us get started. You can contact us via:
- Emailing hey@francomgroup.com
- Calling 1300 904 938
Your Personal situation
01 Why should I tell you about my personal situation?
Health and finances can hugely impact one another. Sharing such personal details may seem unnecessary, but if your mental or physical health is affecting you, financially it can be useful to let us know as there are things we can do to assist.
We can change the way we communicate with you – if you’re in a difficult situation, receiving reminders about your debt could make things worse. If you let us know what is affecting you we can alter our communications to suit you, whether that means arranging a phone call, only contacting you via email or something else.
We can give you some breathing space – if you’re really struggling we can organise a moratorium for a while to give you some time and space to recover.
We can let you know where to find advice – if you are in need of further advice and support, we can point you in the direction of other organisations who can assist, completely free of charge.
The information you share with us is strictly confidential and will not be shared, unless we have your explicit permission.
It is completely up to you whether you tell us about a health condition or difficult situation. You may not feel that it would be beneficial to do so. However, even if you are unsure whether we can help, letting us know will allow us to adapt our support to help you as best we can.
02 I'm struggling with mental health, what can I do?
Struggling financially can really affect – and be affected by your mental health. Whatever you’re going through, we want you to know that it will be ok and that we are here to help, judgement-free and fully confidentially.
If your mental health is affecting your ability to pay or communicate with us, let us know as soon as you can so that we can help. Contact us via:
- Emailing hey@francomgroup.com
- Calling 1300 904 938
- Write to us: PO Box 242, Parramatta NSW 2124
03 I'm unable to afford payments right now, what can I do?
Our staff can complete a budget assessment so that we can quickly work out your incomings vs. outgoings and get an idea of the most appropriate amount to pay.
If you are really struggling financially, we can point you to useful resources for managing your debt and help you understand if you may be eligible for hardship assistance.
04 Where can I access information regarding rebates and assistance from my current energy provider?
Credit Reporting
01 Will paying Francom Group improve my credit score?
02 Does this debt affect my credit score?
It is possible that your score will already have been impacted due to missed payments with the original company you signed up with, and may have been default listed with them. If no payment is made with Francom Group, a Default Listing can be placed on your account as a result of this.
If you clear the debt with us, we will notify the credit reporting bureaus and any default listings will be updated accordingly. This will have a positive impact on your overall credit score.
03 I'm unable to afford payments right now, what can I do?
Our staff can complete a budget assessment so that we can quickly work out your incomings vs. outgoings and get an idea of the most appropriate amount to pay.
If you are really struggling financially, we can point you to useful resources for managing your debt and help you understand if you may be eligible for hardship assistance.
04 What happens if I have a Default Listing?
It is possible that your account with Francom Group may have an active Default Listing that is now shown on your credit report. Having a Default Listing may impact your ability to obtain some forms of credit in the future.
If you finalise your account with us, we will notify the appropriate credit reporting bureaus and any default listings associated with your account(s) will be updated accordingly. This will ultimately have a positive impact on your overall credit report.
Why engaging with us helps?
01 What makes Francom Group different?
We’ve updated the debt collection process to finally fit the 21st century. You can manage your outstanding balance however, whenever and wherever you like. Our online approach means that you can self-serve and never have to speak to anyone unless you want to (though our friendly team are more than happy to speak to you!).
Click here to read more about us and our story.
02 Why should I engage with Francom Group?
At Francom Group, we are committed to helping you repay your debt in a way that suits you. We offer flexible payment plans, we never ask you to pay anything you can’t afford and we don’t add any interest or fees.
We know that transparency is really important when it comes to money, so we are always completely open about your options, and how and when you pay is up to you. If you are unsure about how much you can afford, our simple online budgeting tool will help paint a picture and suggest an affordable amount.
To explore your options, click the “Login” button at the top of the page and enter the reference code we sent you.
Our friendly team is available to answer any questions or concerns and listen to your personal situation.
03 What is the best way to clear my debt through Francom Group?
Follow the link in any email, text or letter that we’ve sent you to log in to our fully automated customer portal. Once you have logged in using your reference number, you’ll be able to make a payment or explore other repayment options.
We know that a lot of people don’t want to talk to anyone about their debt. That’s why we’ve created our self-serve online journey and built a live chat on our website. You can also contact us via email on hey@francomgroup.com or reply to any of the text messages we send you.
If you would rather hear a friendly voice, call us on 1300 904 938.