Complaints Against Debt Collection Agents Employed by Authorized Institutions (2026-03-16)

Circulars Email: HKMA E-mail Alert of 17 March 2026 (05:00 p.m. HKT)

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Document Information

Title: Complaints Against Debt Collection Agents Employed by Authorized Institutions (2026-03-16)

Type: Circulars

URL: https://brdr.hkma.gov.hk/eng/doc-ldg/current/20260313-4-EN

Email Received: 2026-03-17 19:49

Summary Created: 2026-03-17 13:00

English Summary (5407 chars)
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Management Summary
  • Purpose / Background:
    This circular reports the results of the industry survey on complaints against Debt Collection Agents (DCAs) employed by Authorized Institutions (AIs) for the second half of 2025 (H2/2025).
  • One-line conclusion (what changed / what needs to be done):
    The incidence of complaints against DCAs has decreased in H2/2025, but AIs must continue vigilant monitoring of DCA activities to ensure compliance and fair customer treatment.
  • Key Changes (3-8 bullets):
  • Total complaints received decreased to 20 in H2/2025 from 32 in H1/2025.
  • The number of accounts assigned to DCAs increased slightly to 568,603 in H2/2025.
  • The incidence of complaints per 1,000 accounts assigned decreased to 0.04 in H2/2025 from 0.06 in H1/2025.
  • Two complaints were lodged by unrelated third parties in H2/2025.
  • No breaches of the Code of Banking Practice were reported in H2/2025.
  • Key Dates / Deadlines:
    N/A (This is a reporting circular, not a regulatory update with new deadlines.)
  • Applicability / Impact scope:
    All Authorized Institutions that utilize Debt Collection Agents.
  • Recommended management actions (3-7 actionable bullets):
  • Review the H2/2025 complaint data for any specific trends or concerning DCAs.
  • Reinforce with employed DCAs the importance of adhering to the Code of Banking Practice and fair treatment of customers.
  • Ensure ongoing monitoring mechanisms for DCA performance and complaint handling are robust.
  • Consider the trend of increasing accounts assigned versus decreasing complaints as a positive development, but maintain vigilance.
  • Proactively address any issues identified through the DCA monitoring process.
Detailed Summary
  1. Document overview (nature, purpose, scope)
    This circular from the Hong Kong Monetary Authority (HKMA) provides a summary of the industry survey results concerning complaints against Debt Collection Agents (DCAs) employed by Authorized Institutions (AIs) for the second half of 2025 (H2/2025). The purpose is to inform AIs of the current complaint landscape and to remind them of their ongoing obligations.
  1. Main requirements (group by topic; state what must be done)
    AIs are reminded to continue vigilant monitoring of the activities of their DCAs to ensure:
  • Compliance with relevant regulatory requirements.
  • Fair treatment of customers.
  1. Key changes (vs previous requirements)
  • The total number of complaints received against DCAs decreased to 20 in H2/2025, compared to 32 in H1/2025.
  • The number of accounts assigned to DCAs increased from 545,893 in H1/2025 to 568,603 in H2/2025.
  • The incidence of complaints per 1,000 accounts assigned decreased from 0.06 in H1/2025 to 0.04 in H2/2025.
  • Two complaints were lodged by unrelated third parties in H2/2025, consistent with H1/2025.
  • No instances of a breach of the Code of Banking Practice were reported in H2/2025.
  1. Important dates & transition
    The reporting period covered is the second half of 2025 (H2/2025). The circular is dated 16 March 2026. There are no specific future deadlines or transition periods mentioned as this is a report on past performance.
  1. Impact and risks (operations/compliance/IT/data/reporting)
  • Compliance Risk: While complaint incidence has decreased, AIs remain accountable for ensuring their DCAs comply with the Code of Banking Practice. Any breaches by DCAs could lead to regulatory scrutiny and reputational damage for the AI.
  • Operational Risk: Continued vigilance is required to maintain effective monitoring processes for DCAs, which may require resources for oversight and investigation of complaints.
  • Reputational Risk: Improper conduct by DCAs can negatively impact an AI's reputation, even if the AI itself is not directly at fault for the agent's actions.
  • Data/Reporting: AIs must ensure accurate reporting of DCA activities and complaints to facilitate ongoing monitoring by the HKMA.
  1. Compliance action checklist (practical steps)
  • Review H2/2025 Complaint Data: Analyze the 20 complaints received by AIs to identify any patterns, specific DCAs involved, or root causes.
  • Reinforce DCA Expectations: Communicate to all contracted DCAs the continued expectation for strict adherence to the Code of Banking Practice and fair debt collection practices.
  • Strengthen Monitoring Mechanisms: Evaluate and, if necessary, enhance existing procedures for monitoring DCA performance, including complaint handling and compliance checks.
  • Assess DCA Performance: Regularly assess the performance of individual DCAs based on complaint data and adherence to established standards.
  • Address Issues Promptly: Develop and implement a process for timely investigation and resolution of any complaints or identified misconduct by DCAs.
  • Maintain Record Keeping: Ensure accurate and comprehensive records of accounts assigned to DCAs and any complaints received are maintained.
  1. Appendices/attachments summary (if any; 1-3 sentences each; total <= 20%)
    The Annex contains detailed statistical tables (Table 1-4) summarizing the survey results on DCA complaints received by AIs for H2/2025, including the number of AIs using DCA services, the number of DCAs employed, the incidence of complaints, and the status of complainants. These tables provide quantitative data supporting the findings presented in the main body of the circular.
中文摘要 (2686 chars)
快速切換摘要區塊
管理層摘要

目的/背景：
本通告向所有認可機構（AIs）匯報了2025年下半年針對其聘用的債務追收代理人（DCAs）的投訴情況，並提醒機構持續監察DCA的活動，確保遵守相關規定及公平對待客戶。

一句話結論（文件要你做什麼/改了什麼）：
本文件匯報了2025年下半年度機構聘用債務追收代理人的投訴數據，數據顯示投訴率有所下降，並提醒機構持續加強監察。

關鍵變更（3-8 點）：

  • 2025年下半年，使用DCA服務的認可機構數目為33家，與上半年持平。
  • 分配給DCA追收的賬戶總數為568,603個，較上半年的545,893個有所增加。
  • 收到的針對DCA的投訴總數為20宗，較上半年的32宗顯著下降。
  • 涉及DCA的投訴宗數佔每1,000個已分配賬戶的比例，由上半年的0.06下降至0.04。
  • 2025年下半年未有接獲違反《銀行營運守則》的舉報。
  • 有2宗投訴來自無關聯的第三方，與上半年持平。

重要日期 / 截止日：
本通告的匯報期為2025年下半年，無特定未來截止日期。

適用對象 / 影響範圍：
所有認可機構（Authorized Institutions, AIs）及其聘用的債務追收代理人（Debt Collection Agents, DCAs）。

管理層建議行動（3-7 點，務必可執行）：

  • 審閱通告中關於DCA投訴的最新數據，了解行業整體趨勢。
  • 評估貴機構在2025年下半年的DCA相關投訴情況，與行業平均水平進行比較。
  • 加強對貴機構合作DCA的日常監察和問責機制，確保其營運符合《銀行營運守則》及其他相關規定。
  • 確保DCA的催收行為公平、合法，避免對客戶造成滋擾或不當壓力。
  • 檢視並更新內部DCA遴選及管理程序，以降低潛在的合規風險。
  • 定期向董事會或高級管理層匯報DCA的表現和合規情況。
詳細摘要
  1. 文檔概述（性質、目的、適用範圍）
  • 性質： 香港金融管理局（HKMA）發出的通告。
  • 目的： 匯報2025年下半年認可機構（AIs）聘用的債務追收代理人（DCAs）的投訴調查結果，並提醒AIs持續監察DCA活動。
  • 適用範圍： 所有認可機構（AIs）。
  1. 主要要求（按主題分組，說清楚「要做什麼」）
  • 數據匯報： 文件提供了2025年下半年DCA投訴的統計數據，包括使用DCA的AI數量、賬戶分配數量、投訴數量、投訴率及投訴人身份。
  • 持續監察： 通告再次提醒所有AIs，必須持續警惕地監察其聘用的DCA的活動。
  • 確保合規： AIs應確保其DCA的營運符合相關監管規定，特別是《銀行營運守則》。
  • 公平對待客戶： AIs有責任確保其DCA在催收過程中公平對待客戶。
  • 零容忍違規： 文件指出2025年下半年沒有DCA的行為構成違反《銀行營運守則》的報告。
  1. 關鍵變更（對比既有要求/舊政策）
  • 投訴率下降： 2025年下半年的DCA投訴個案（20宗）較2025年上半年（32宗）有所下降。
  • 投訴密度降低： 每1,000個已分配賬戶的投訴個案比例由0.06下降至0.04，顯示整體情況改善。
  • 賬戶分配增加： 分配予DCAs追收的賬戶總數有所增加（568,603個對比545,893個），儘管如此，投訴率仍能下降，這是一個正面跡象。
  • 無新增《銀行營運守則》違規： 2025年下半年未有報告DCA違反《銀行營運守則》的情況，與前期情況對比，此點保持正面。
  1. 重要日期與過渡安排（含實施/生效/截止）
  • 匯報期： 2025年下半年（H2/2025）。
  • 無特定實施或截止日期： 本文件主要為數據匯報和現有監管要求的重申，並無設定新的實施日期或截止日期。
  1. 對機構的影響與風險（營運/合規/IT/資料/報告）
  • 營運影響： 機構需持續投入資源以監察DCA的表現，可能需要優化內部流程以處理投訴及與DCA溝通。
  • 合規風險： 若DCA行為不當，可能導致機構面臨監管機構的查詢、處罰，以及損害機構聲譽。即使投訴率下降，仍需保持高度警惕。
  • 資料管理： 機構需要準確記錄及匯報與DCA相關的賬戶分配和投訴數據。
  • 報告要求： 文件本身是一個匯報，表明HKMA會定期收集此類數據。
  1. 合規動作清單（checklist）
  • [ ] 審閱本通告中的DCA投訴數據，了解行業表現。
  • [ ] 評估貴機構在2025年下半年的DCA活動及其投訴記錄。
  • [ ] 檢視現有的DCA監察機制，確保其有效性。
  • [ ] 確認貴機構與所有合作DCA均簽訂了符合HKMA要求的合同條款。
  • [ ] 確保DCA的營運符合《銀行營運守則》及其他相關法律法規。
  • [ ] 培訓內部員工，使其了解DCA的合規要求及投訴處理流程。
  • [ ] 建立或優化機制，收集來自客戶關於DCA服務的反饋。
  • [ ] 向內部高層匯報DCA的合規風險及監察情況。
  1. 附件/附錄摘要（如有；每項 1-3 句；總量 <= 20%）
  • Annex：
  • 標題： Survey on DCA complaints received by AIs – H2/2025。
  • 用途與範圍： 該附件提供了2025年下半年及過往幾個半年度的DCA投訴數據的詳細統計表格。
  • 內容： 包括使用DCA服務的AI數量、AI僱用的DCA數量、DCA投訴的總數、賬戶分配數、每1,000個賬戶的投訴率，以及投訴人的身份（債務人、第三方等）的分類數據。此附件為通告主文提供了詳細的數據支持。