Debt Collection Strategy and
Policy for Utilities Industry
25 - 29 August 2025
Sandton
Johannesburg South Africa
Cost per Delegate
R17,999.00
Introduction
In the utilities sector—covering electricity, water, and gas—effective debt collection is essential to ensuring financial sustainability and uninterrupted service delivery. Increasing default rates, customer affordability issues, weak enforcement mechanisms, and outdated collection practices often undermine the revenue performance of utility providers. This training course is designed to equip utility professionals with practical strategies, tools, and policy frameworks to enhance debt recovery performance, reduce arrears, and ensure compliance with regulatory and legal standards.
Participants will learn how to analyze debt patterns, develop targeted collection strategies, and formulate or revise debt collection policies aligned with organizational goals. Through case studies, simulations, and real-world examples, the course will foster critical skills in risk assessment, customer segmentation, negotiation, dispute resolution, and the use of technology in managing and recovering debts. By the end of the course, participants will be capable of developing and implementing structured, fair, and enforceable collection frameworks tailored to the specific challenges of the utilities environment.
Course Objectives
By the end of this course, participants will be able to:
1. Understand the fundamentals of debt management in the utilities sector, including the causes of debt and industry-specific challenges.
2. Design and implement effective debt collection strategies, incorporating customer segmentation, communication techniques, and field operations.
3. Develop and institutionalize a comprehensive debt collection policy that aligns with regulatory requirements and organizational objectives.
4. Apply practical debt recovery techniques, including negotiation, disconnection protocols, and use of technology and automation tools.
5. Ensure legal and regulatory compliance in all aspects of debt collection, including consumer rights, data protection, and dispute resolution.
6. Use performance monitoring tools to evaluate debt recovery efforts and improve revenue assurance frameworks.
7. Promote a culture of accountability and customer-centricity while managing overdue accounts and high-risk customers.
Who Should Attend
• Debt Collection Officers / Credit Control Officers
• Revenue Protection and Assurance Managers
• Billing and Customer Accounts Supervisors
• Finance and Accounting Officers in Utilities
• Customer Service and Relationship Management Teams
• Utility Regulatory Compliance Officers
• Legal Officers / Contract Managers
• Field Collection and Disconnection Teams
• Internal Auditors and Risk Managers
• IT Staff involved in debt management systems
Course Outline
Day 1: Introduction to Debt Collection in the Utilities Sector
1.1 Overview of the Utilities Industry
• Structure and stakeholders (electricity, water, gas, etc.)
• Revenue cycle management
• Regulatory frameworks and licensing requirements
1.2 The Nature of Debt in Utilities
• Types of debts: postpaid vs prepaid, residential vs commercial
• Causes of debt accumulation
• Socioeconomic and operational challenges in debt recovery
1.3 Key Principles of Effective Debt Collection
• Legal and ethical foundations
• Customer segmentation and profiling
• The role of communication and transparency
Day 2: Debt Collection Strategies and Policy Development
2.1 Designing a Debt Collection Strategy
• Objectives and KPIs for debt recovery
• Risk assessment and prioritization of accounts
• Short-term vs long-term collection plans
2.2 Developing a Debt Collection Policy
• Policy components: purpose, scope, responsibilities
• Compliance with regulatory requirements
• Integration with billing, customer care, and legal units
2.3 Segmentation-Based Collection Approaches
• High-value vs low-value accounts
• Approaches for government institutions, businesses, and households
• Handling vulnerable customers
Day 3: Debt Collection Tools and Techniques
3.1 Communication and Negotiation Skills
• Professional call scripts and correspondence
• Handling disputes and complaints
• Arranging payment plans and settlements
3.2 Use of Technology in Debt Collection
• Utility billing systems and CRMs
• Automated reminders and alerts
• Mobile payments and digital debt tracking
3.3 Field Collections and Disconnection Procedures
• Legal framework for disconnections
• Coordination with operations and enforcement teams
• Safety and security during field visits
Day 4: Legal, Compliance, and Dispute Resolution
4.1 Legal Aspects of Debt Collection
• Contract law basics (terms and conditions of service)
• Litigation process and court procedures
• External debt collection agencies
4.2 Regulatory Compliance
• Consumer protection laws
• Reporting obligations to regulators
• Data protection and privacy considerations
4.3 Dispute Resolution and Customer Retention
• Internal review and arbitration
• Preventing disconnections while resolving disputes
• Retaining customers through good practices
Day 5: Monitoring, Reporting, and Performance Management
5.1 Debt Recovery Monitoring
• Dashboards and reporting tools
• Monthly performance analysis
• Early warning systems for debt build-up
5.2 Revenue Protection and Loss Reduction
• Meter tampering and energy theft controls
• Audit and fraud detection
• Collaboration with internal audit and legal teams
5.3 Policy Review and Continuous Improvement
• Feedback loops and periodic reviews
• Aligning debt policy with organizational strategy
• Case studies and lessons learned
End of the Workshop
For Training arrangements call us on the detail below
TANZANIA: +255 749 50 26 78
SOUTH AFRICA: +27 694 31 79 73
KENYA: +255 749 50 26 78
DUBAI: +27 694 31 79 73
