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DebtDesk

Guide for firms

Debt mediation client onboarding checklist

A good intake gives the mediator enough information to understand the client's position, decide whether there is a workable proposal, and explain the next step clearly.

The aim is not to collect every possible document on day one. It is to collect the right information in a consistent order, identify gaps early, and leave a file the next person can understand. It is the first stage of the wider mediation workflow for firms.

What to collect at the start

1. Identity and contact details

Record:

  • full name;
  • South African identity number or other identification details, where required and lawfully collected;
  • mobile number;
  • email address;
  • physical or postal address; and
  • preferred way to communicate.

Check that the details match the client's supporting documents. Record any correction instead of silently overwriting the original entry.

2. Household and employment details

Capture the context behind the numbers:

  • employment status;
  • employer or income source;
  • pay frequency;
  • number of people supported by the client;
  • regular income changes; and
  • whether income is shared with a partner or household member.

Irregular income matters. A monthly figure that looks affordable in one month may not be sustainable across the year.

3. Income and essential expenses

Ask for current figures, not estimates copied from an old budget. Separate income from expenses and group expenses so the mediator can review them quickly. This feeds directly into the affordability assessment.

Useful categories include:

  • housing;
  • food and household goods;
  • transport;
  • utilities and communication;
  • insurance and medical costs;
  • education and childcare;
  • support paid to dependants; and
  • other essential commitments.

Keep the source and date of important figures. If a number is uncertain, mark it for follow-up rather than presenting it as confirmed.

4. Creditor and account details

For each account, capture:

  • creditor name;
  • account or reference number;
  • type of account;
  • outstanding balance;
  • current instalment;
  • arrears, if known;
  • interest or fees, if relevant;
  • payment date; and
  • contact or proposal details for the creditor.

Do not rely on a creditor name alone. Two accounts with the same creditor can have different balances, terms, and proposal histories.

5. Current pressure and deadlines

Ask what is happening now:

  • missed or late payments;
  • collection calls or letters;
  • legal notices;
  • threatened enforcement;
  • debit orders that are failing; and
  • upcoming dates the mediator needs to know about.

This is not a legal assessment. It is a practical way to identify urgent items and make sure the client understands what mediation can and cannot do.

6. Documents and authorisations

Depending on the practice's process, request the documents needed to support the file, such as:

  • identity documentation;
  • proof of income;
  • recent bank or payment records;
  • creditor statements;
  • proof of essential expenses; and
  • signed consent or mandate documents.

Only collect documents the practice is authorised to use and store. Tell the client why each document is needed and how it will be handled.

Before the client becomes proposal-ready

Run a short quality check:

  • Are identity and contact details complete?
  • Are income figures dated and supported?
  • Are essential expenses separated from optional spending?
  • Is every known creditor attached to an account?
  • Are balances and instalments current enough to use?
  • Are urgent notices or deadlines flagged?
  • Are the required mandates and permissions recorded?
  • Can another team member understand the file without asking the client to start again?

If several answers are no, pause before sending proposals. A rushed proposal creates more work later.

Common onboarding mistakes

Collecting everything in free text

Long notes are difficult to review and easy to interpret differently. Use structured fields for information that drives the affordability assessment or a proposal.

Treating an old statement as current

Balances and instalments change. Record the date of the statement and request an update when the information is too old to rely on.

Leaving the mandate until later

If the practice needs authority to communicate with a creditor, make that step part of onboarding. Do not assume a phone conversation is enough.

Accepting a zero or negative disposable income without discussion

If the numbers leave no realistic amount to offer, the mediator should explain that clearly and discuss what the client needs to consider next.

How DebtDesk supports onboarding

DebtDesk gives the practice a guided client record for identity, income, expenses, creditors, documents, and consent records. The team can see what is complete, what needs follow-up, and when the affordability assessment was prepared.

DebtDesk does not decide whether a client qualifies for debt review or mediation, and it does not provide legal or financial advice. The mediation practice remains responsible for its intake process and decisions.

Common questions

What information does a debt mediator need from a new client?

At minimum, the mediator needs reliable identity and contact details, income, essential expenses, creditor accounts, current instalments, and the authority or consent required to communicate and work with the client's information.

How long should onboarding take?

There is no useful universal time. A straightforward file may be ready quickly; a file with irregular income, missing statements, or urgent notices needs more checking. The goal is a complete, usable file rather than the fastest possible intake.

Should I send proposals before every balance is confirmed?

That depends on the practice's process and the creditor's information. If a balance is uncertain, mark the uncertainty and confirm what the proposal is based on. Do not present an estimate as a verified balance.

Does DebtDesk collect documents from the client?

DebtDesk stores documents and information that the mediation practice enters or uploads. The practice remains responsible for requesting documents lawfully, checking them, and deciding what belongs in the file.

For mediation firms

See a proposal-ready file in action

Use this checklist to review your current intake, then book a DebtDesk walkthrough to see how a proposal-ready file is organised.

Book a demo

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