General
If the client makes the agreed payments as they fall due, the payments distributor should not need to contact the debt adviser or the DAS administrator.
If the client fails to make an instalment or underpays, the payments distributor contacts the client and notifies the DAS administrator via eDEN with details of the missed payment. If the client contacts the DAS administrator or their payments distributor to advise they are having difficulty making payments, they are referred to their debt adviser urgently.
Depending on the reasons for the missed payment (eg, a change in circumstances), it may be appropriate to consider a variation.
If the client makes an overpayment, the payments distributor makes a pro rota overpayment payment to all the creditors.
If the client makes a payment under the agreed amount, the payments distributor pro ratas this payment to all creditors. If the client regularly makes lower payments than the agreed instalment amount, eDEN calculates how much has been underpaid. When the underpayments total the equivalent of an instalment amount or more, eDEN automatically logs a ‘missed payment’.
The DAS administrator issues an annual review to the client to confirm there have been no changes in circumstances which may affect the DPP. If the client reports any changes, the DAS administrator directs them to their debt adviser.