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Icana Assure Scan for Australian lenders
Find the hardship notices your team missed
The Scan checks every call in a date range you choose against Australia's hardship rules, from recordings you already hold. See where hardship was handled well, where it wasn't, and the exact moment in each call. Be ready for the day ASIC or AFCA asks.
A$9,500 for your first 5,000 calls, then A$4,500 for every 5,000 more. Your report within a week.
Hardship is easy to miss on a busy collections floor
It doesn't come with a label
"I lost shifts this month, I can't make the payment" can be a hardship notice. Under section 72 of the National Credit Code, a customer can give one over the phone, in any words. Calls like that often never reach your hardship team.
QA hears 2 calls in 100
A typical quality team listens to about two calls in every hundred. The hardship notices sit in the other 98. The Scan checks every one of them. CallCoach has processed over 7 million minutes of calls, so a large book is no problem.
ASIC is looking at hardship
ASIC reviewed how lenders handle hardship in 2024 and again in 2025, and has taken lenders to court over it. When the question comes, you'll have the answer, call by call.
Three hardship questions, asked of every call
Every finding names the rule, code or guideline it's measured against, so your compliance team knows exactly where it stands.
Was a hardship notice given, and treated as one?
Did the customer say, in any words, that they can't keep up repayments, or soon won't be able to? Did the staff member record it, check it with the customer, or transfer them to the hardship team?
Did the pressure stop?
After the notice, did the staff member keep pushing for a payment the customer said they couldn't afford? Did they use pressure, threats or misleading statements?
Did the customer leave with a next step?
Did the customer know how to ask for help, what information they might need, or where to get free help, such as a financial counsellor or the National Debt Helpline?
Measured against the National Credit Code, section 72; RG 96, the ASIC and ACCC Debt collection guideline, sections 14 and 17; the ASIC Act, section 12DJ; ASIC reports REP 782 and REP 815; the Banking Code of Practice, paragraphs 167 to 193; and the Customer Owned Banking Code of Practice, paragraphs 137 to 146.
What was said, and how it was said
The Scan reads every word of the call and listens to the voices too. It runs on the same engine CallCoach uses to check calls every day.
In the customer's own words
Customers rarely say "hardship". The Scan picks up what they actually say, like "I've lost my job" or "I can't pay until my next shift", and checks what the staff member did next.
In the staff member's tone
It hears a raised voice, or a staff member talking over the customer. RG 96 names shouting at or continually interrupting a debtor as intimidating conduct.
At the exact moment
Every finding has a timestamp and a link to that point in the call. Press play and hear it for yourself.
Staff member talks over the customer at 04:12
A report, a spreadsheet and 90 days in the dashboard
The report
For your compliance and leadership team. It shows how hardship was handled across your calls, question by question and team by team. You see what's working, and where to act first.
A per-call spreadsheet
One row per call, every finding timestamped and linked to that moment in the recording. Filter it, share it, and hand it to the team leaders who coach.
90 days in the CallCoach dashboard
Explore the results in the CallCoach dashboard for 90 days after delivery. Play any call from the moment of each finding.
From your recordings to a report in four steps
Pick your calls
Choose a date range of collections, hardship or service calls. We'll help you scope it on a short call.
Give us read-only access
Point us to the storage where your recordings already sit. They stay there.
We check every call
Three hardship questions, words and tone, on every call in the range.
Your report within a week
Plus the spreadsheet, and 90 days of results in the CallCoach dashboard.
Clear pricing, on the page
No sales pitch needed to find out what it costs.
Icana Assure Scan
A one-off hardship review of your recent calls.
Then A$4,500 for every additional 5,000 calls.
- All three hardship questions, on every call
- Words and tone of voice
- The report and the per-call spreadsheet
- 90 days of results in the CallCoach dashboard
All prices in Australian dollars, excluding GST.
Straightforward terms
- 50% when you order, 50% on delivery
- Your report within a week of receiving a usable set of calls
- Late? You get a full refund
- Cancel free of charge any time before we access your recordings
Keep going with CallCoach
During your 90 days, you can move to CallCoach and check every call, every day. Take the first month and setup waived on a 12-month contract, or 3 months free on a 24-month contract. Not combined with other offers.
Your data stays under your control
Recordings stay in your storage, and results are stored in Australia. We only use AI models that are not trained on your data.
Our access is read-only. It lasts for your 90 days in the dashboard, then we remove it.
What compliance leads ask us
Book a call
Tell us about your calls and your team. We'll show you how the Scan works on them.
Order now
A$9,500 for the first 5,000 calls, then A$4,500 for every 5,000 more.
Use the form and tell us you'd like to order. We'll send the order details and the first invoice, and you can start.
The Icana Assure Scan reports what happened on your calls against published rules and guidance. It is not legal advice.