Our purpose
There’s no question that today’s society is built on debt. It’s a normalised part of life, but there are times when it can get out of control. That’s where we come in, creating tailored solutions for our customers that support our purpose – to put an end to debt stress.
Our focus
Ethical debt recovery is our focus, driven by our genuine desire to help people achieve financial freedom. It’s also supported by our dedication to upholding Australian compliance standards.
Customer careWe treat our customers with empathy and respect, equipping them with the information and tools they need to achieve financial freedom. This care is shown through our industry-leading Net Promoter Score.
Flexible optionsWe understand that everyone’s different, so we don’t offer a one-size-fits-all approach. We give our customers the chance to pay their account at a pace that suits them, with flexible, practical and tailored solutions.
We give backWe believe in giving back wherever we can, and proudly champion a large range of community projects. We also support programs that provide education and assistance for those experiencing financial stress.
Our process
Discover how we support our customers on their journey towards financial freedom, and how we measure performance along the way.
We acquire portfolios of customers experiencing financial difficulty from leading banks, financial institutions and utility providers. Using our extensive industry experience and data analytics capabilities, we make sure we’re in a position to not only support our customers, but generate appropriate returns. This approach has seen us become a preferred partner for vendors and investors.
We engage with our customers on a human level, with a customer-first approach. We take time to understand their individual financial situation and offer flexible solutions that range from a lump sum repayment to an ongoing payment plan. By creating genuine relationships with our customers, we continue to deliver a strong recovery rate and positive outcomes.
The returns we make from helping our customers are re-invested, leading to long-term, sustainable growth. We continually invest in our people and processes, and ensure we have a clear and consistent understanding of our business performance. To achieve this, we refer to the following metrics:
- We measure customer experience through Net Promotor Score.
- We measure our ability to generate positive and sustainable customer outcomes through liquidations and the growth of our Performing Arrangement portfolio.
- Our business efficiency is measured through Cost to Service.
- Our purchasing discipline and capability is measured through Return on Investment.
- We measure employee satisfaction through employee engagement and employee Net Promoter Score.
So far, we’ve helped over 350,000 customers get back on track through dedicated support and understanding. Our purpose is to put an end to debt stress, which lies firmly at the heart of everything we do. As we continue to reach new heights, our commitment to our customers and partners will remain as strong as ever.
Our performance
Proven customer satisfactionOur commitment to putting customers first has seen us achieve a very high Net Promotor Score, which measures customer satisfaction.
Successful debt recoveryWe’ve helped more than 350,000 Australians put an end to debt stress, and are currently supporting a further 210,000 customers.
Personalised supportWe put people first. Backed by our passionate team of over 400, we’re ready to provide the personalised support our customers deserve.
Our board & leadership team
Pioneer is led by a highly experienced Board of Directors and dedicated leadership team, who set a committed example for all. Our strong management helps to protect the interest of our stakeholders and ensure our business continues to grow in an ethical and sustainable way.
Corporate governance
Our Pioneer Board of Directors is committed to adhering to a high standard of corporate governance. We have established a framework in line with the ASX’s Corporate Governance Principles and Recommendations, which is closely maintained by our entire team.
Get in touch
If you have any questions, or would like more information, our team is here to help.
Head Office
Level 6
108 St. Georges Terrace
Perth WA 6000