Audience — repayments borrowers (consumers)
Audience — repayments borrowers (consumers)
Consumer borrowers receiving repayment reminders, arrears notices, and payment confirmations.
Scope
- audience — B2C, financially stressed, mobile-first
Rules / facts
- They care about: what they owe, when it's due, how to pay, what happens if they don't.
- Language: plain, calm, no shame, no pressure tactics. Short sentences.
- Channels: SMS and email primary; voice for escalations.
- Hard constraints: Spam Act 2003 (kb:spam-act-2003) — consent, sender ID, contact details, functional opt-out; NCCP/Responsible Lending conduct obligations apply to hardship and collection messaging.
- Never threaten; always offer the payment path and hardship contact.
Applies to
- copy/ entries for borrower-facing SMS and email
Sources
- repayments repo; factory/user-channels (sms/email/voice senders)