Credit control actions

Credit control actions are used to manage overdue accounts and support the timely collection of payments. They provide a structured approach to handling accounts in arrears—such as sending reminders, applying fees, or progressing accounts through defined collections steps.

In some situations, you may need to temporarily suspend collections for a customer (for example, during a dispute or payment arrangement).

To temporarily suspend credit actions that apply to the customer, click on the Customer Details menu, then Finance. Click on the Credit Control Status field to change the credit control status.

 Most credit control statuses are controlled by actions in Utilmate as follows:

• Account disconnected (Treatments suspended)
• Account is being managed by the complaints team
• Account is in dispute
• Account is on a disconnection list (Treatments suspended)
• An invoice has been extended - is automatically set when an invoice is extended. To extend a single invoice, click on the Accounts Receivable screen, the Transaction List tab and select Invoice Extension from the Invoice Actions dropdown list. Only unallocated invoices can be extended.  Go to Extending an invoice due date.  Note:  This does not suspend treatment actions in the standard setup.  Log a support ticket to have this configured.
• Customer has disputed invoice (Treatments suspended) - suspends treatment action and is automatically set when an invoice is disputed. To dispute a single invoice, click on the Accounts Receivable menu, the Transaction List tab and Dispute Invoice button. Only unallocated invoices can be disputed. Go to Disputing an invoice.
• Customer is bankrupt or insolvent
• Deceased
• Excluded customers from treatments (Treatments suspended)
• Customer is on a payment plan - suspends treatment action and is automatically set when a customer enters into a payment plan. Go to Set up a payment plan.
• Government assistance programme - suspends treatment action and is manually set. It is used for customers enrolled in government utility relief schemes.
• Outsourced to DCA - suspends treatment action and is manually set. It is used for customers who have been handed over to debt collection for further action.
• Recalled from DCA -  suspends treatment action and is manually set. It is used for customers who have been returned from debt collection for further action.
• Standard  - default credit control status and allows treatment action.
• Standard credit control procedures apply - hardship excluded customer did not agree to a suggested payment plan.
• Standard credit control procedures apply - hardship excluded customer did not make the requested payments.
• Standard credit control procedures apply - hardship excluded, unable to contact customer about hardship.
• Unclaimed monies