Service description Premium

1 Introduction

Svea Perintä Oy provides a comprehensive reminder and debt collection service covering the management of overdue receivables, from payment reminders and reminder calls through to legal collection proceedings.

This document provides a general overview of the service offering and describes in greater detail how the various service components are delivered in practice.

1.1 Glossary

The glossary below defines key terms used in this document.

B

Business customer
A company using the service or an authorised representative of such a company.

Business receivable    
A debt owed by a company or other organization.

Client / Principal    
The company or organisation that has ordered the collection service and has a customer relationship with Svea.

Consumer    
A private individual not acting on behalf of a company or other organisation.

Consumer receivable    
A debt for which a private individual is liable in a personal capacity.

Customer / Debtor    
A private individual, company or other organisation that owes payment to the Client for goods, services or other value received.

Dispute / Complaint    
The Debtor disputes, in whole or in part, the obligation to pay a receivable and provides grounds for such dispute.

Enforcement    
A process by which a debt is submitted for enforcement when the debtor has failed to pay voluntarily. Public-law receivables are enforceable without a court judgment, whereas other receivables generally require a court judgment.

Judgment    
A district court decision confirming the debtor’s payment obligation and enabling enforcement by the enforcement authority.

Legal collection    
A process in which the creditor seeks a district court judgment confirming the debtor’s payment obligation when voluntary collection measures have not resulted in payment.

OmaSvea    
Svea's customer and debtor self-service portal.

Online service    
The Client's online service portal provided by Svea.

Partner    
A third-party service provider engaged by Svea or the Client to perform or support part of the Service.

Payment default    
An entry in a credit information register indicating that the debtor has failed to fulfil a financial obligation. Such entries remain recorded for the period prescribed by applicable law. Neither a payment reminder nor a collection letter alone results in a payment default entry.

Payment delay information    
Information regarding late payment behaviour reported to a credit information register in relation to a company.

Payment demand / Collection letter    
A formal payment demand issued by the collection agency when a receivable remains unpaid after the due date stated in the payment reminder.

Payment demand / Collection letter    
A formal payment demand issued by the collection agency when a receivable remains unpaid after the due date stated in the payment reminder.

Payment plan    
An agreement between the parties under which a debt is repaid in instalments according to an agreed schedule.

Payment reminder    
A written reminder concerning an overdue receivable which, where required by law, must be sent before debt collection measures are initiated.

Post-collection    
The monitoring and management of a receivable after legal collection have not resulted in recovery, or where legal collection is not appropriate. This includes monitoring the debtor's financial circumstances and taking further action where appropriate.

Private-law receivable    
A receivable arising from a contract, a damage event or another private-law legal relationship. Such a receivable generally requires a court judgment before enforcement measures can be taken. 

Protest entry    
A payment default entry recorded in a company's the credit information as a result of an unpaid tratta.

Public-law receivable    
A receivable established by law, such as taxes, public charges and the statutory late-payment interest applicable thereto, which is directly enforceable without a court judgment.

Receivable    
An unpaid claim that a creditor is entitled to collect from a debtor.

Receivable type    
A classification of a receivable, such as a contractual invoice, consumer credit or public-law receivable.

Reminder call    
An additional service in which the debtor is contacted by phone before the receivable is transferred for collection.

Response    
The Client’s written response to a dispute. The response shall set out the Client’s position and include any supporting evidence on which the Client relies.

Sale of receivables    
An arrangement under which a company sells its overdue receivables to Svea, following which Svea assumes the credit risk associated with those receivables. 

Scoring / Rating    
An analysis of the debtor’s payment behaviour and creditworthiness used to identify the most appropriate collection measures.

Service Provider    
Svea Perintä Oy, acting as the provider of the collection service.

Settlement    
A payment arrangement relating to a receivable that has been filed with a court. Depending on the circumstances, the debtor may be offered an opportunity to avoid a payment default entry by entering into a court-confirmed payment plan.

Telephone collection    
Contact with the debtor by telephone for the purpose of resolving an unpaid receivable. Telephone collection forms part of voluntary collection and is carried out in a professional, customer-oriented and effective manner.

Tratta    
A payment demand used in the collection of business receivables that includes a threat of publication. Failure to pay a tratta may result in a payment default entry.

Voluntary collection    
Collection measures carried out without court proceedings, allowing the debtor to pay the receivable voluntarily or agree on a payment arrangement.

2 Service scope

Svea provides companies with a comprehensive service covering all stages of receivables management. The service is designed to support the Client’s business throughout the entire receivables’ lifecycle, from payment reminders and voluntary collection to legal collection and, where necessary, post-collection.

Professional and efficient collection support helps accelerate cash flow and achieve strong collection results, allowing the Client to focus on developing its core business. Svea provides flexible and tailored services designed to meet each Client's individual needs.

Available services

Reminder service

• Reminder letters
• E-invoice reminders for businesses
• Customisable reminder letters

Reminder call (additional service)

• Verification and tracing of debtor contact details

Voluntary collection

• Monitoring of personal and company information
• Credit information monitoring
• Collection by letter
• Telephone collection

Further measures

• Protest of a tratta
• Legal collection
• Bankruptcy proceedings monitoring
• Debt adjustment and corporate restructuring proceedings
• Post-collection

Other services (additional services)

• Credit information services (further information from your Key Account Manager)
• Invoice forwarding
• Payment monitoring (further information from your Key Account Manager)
• Pre-due-date call (further information from your Key Account Manager)
• International collection
• Legal services
• Technical forwarding of public-law receivables
• Purchase of receivables

3 Receipt of an overdue invoice

The reminder and collection process is primarily determined by the applicable process type.

Svea operates the following four main process types:

1. Business collection
2. Consumer collection
3. Public-law receivables
4. Recurring invoicing

Svea provides the relevant process descriptions as part of each implementation project to ensure that the Client has a clear overall view of how the service is carried out.

4 Reminder service

Under applicable law, a payment reminder must be sent before voluntary debt collection measures, or tratta collection of business receivables can be initiated. A reminder may also be sent to businesses as an e-invoice. For consumers, a reminder may be sent to an electronic mailbox where the customer has separately consented to such delivery. If the Client has not sent the payment reminder itself, the Service Provider may provide the reminder service on the Client's behalf. For consumer receivables, a payment reminder may be sent no earlier than 14 days after the original due date. The payment period is 14 days for consumer payment reminders and 10 days for business payment reminders. If the payment reminder remains unpaid, the receivable is automatically transferred to collection. Payment reminders are sent either in the Client's name or in Svea's name.

As an additional service, the content and layout of the payment reminder may be customised in accordance with the Client's requirements.

4.1 Reminder call (additional service)

The purpose of a reminder call is to accelerate the Client’s cash flow and to ensure that collection measures are not initiated where there are unresolved issues. The call is typically made 3–5 days after the due date stated in the reminder letter and before a collection letter is issued. 

The service is intended to:

• Clarify any uncertainties relating to the receivable. 
• Obtain a payment commitment from the customer.

The reminder call may be made either in the Client’s name or in Svea’s name. Before making the call, Svea verifies the contact details provided by the Client and supplements any missing information in the collection system using publicly available registers. Missing information may include, for example, the customer's telephone number. 

If payment is not received following r the reminder call, the collection process continues automatically.

5 Voluntary collection of consumer receivables

Svea's collection process combines statutory collection letters with effective telephone collection based on active engagement with debtors. Using analytics, our experienced professionals contact customers at the most appropriate time, thereby improving the likelihood of obtaining payment commitments. The use of telephone collection and other activation methods, such as reminder messages, is agreed on a case-by-case basis.

In addition to customer service, customers have access to the OmaSvea service, through which they can make payment arrangements at a time convenient to them. 

5.1 Collection letters

Collection measures commence with a written payment demand sent by post with a 14-day payment period. The payment demand may also be sent electronically where the customer has separately consented to such delivery. The purpose of the payment demand is to encourage the customer to pay the receivable or, where full payment is not possible, to contact customer service to agree on a suitable payment arrangement 

5.2 Reminder messages

Voluntary collection may also be supplemented with reminder messages sent to customers, for example when a payment due date is approaching or when the next instalment under an agreed payment plan becomes due. The purpose of such reminders is to help customers remain up to date with their payment obligations and avoid further collection measures. The use of reminder messages is agreed on a case-by-case basis. 

5.3 Payment plans and due-date extensions

If the customer is unable to pay the receivable in full, efforts will be made to agree on a payment plan or due-date extension. The terms are determined together with the customer based on the Service Provider's overall assessment, taking into account the customer's ability to pay. The customer may agree on a payment plan or due-date extension either through customer service or via the OmaSvea self-service portal.

The Service Provider is responsible for the approval, administration and monitoring of payment plans.

6 Voluntary collection of business receivables

For business receivables, the Service Provider uses tratta collection, an effective voluntary collection method for the recovery of business receivables. The collection process may commence with a tratta where the principal amount of the receivable exceeds EUR 100. In tratta collection, the Service Provider sends the customer a payment demand containing a threat of publication and specifying a payment period of 10 days. Payment delay information may also be reported to a credit information register in connection with the tratta letter.

During tratta collection, efforts are made to reach a solution with the customer through negotiation, for example by agreeing on a payment plan.

6.1 Protest of a tratta

For an undisputed and clearly established receivable, Svea may send the customer a tratta letter and submit payment information relating to the receivable to the operator of the credit information register.

Failure to pay may result in the tratta being protested either publicly or non-publicly. In the case of a public protest, the unpaid tratta is reported to a public protest list and may result in a payment default entry being recorded for the company. Before initiating any protest, the Service Provider conduct an overall assessment of the circumstances. A protest will be carried out only where it is considered commercially appropriate and, in the Client’s best interest.

7 Collection of recurring invoices

The recurring-invoice collection service is intended for situations where the agreement between the customer and the Client includes regularly recurring payment instalments. The service differs from the collection of ordinary contractual invoices in that multiple instalments arising under the same agreement can be managed within a single assignment. This is particularly beneficial where a customer has several overdue invoices relating to the same agreement. 

Implementation requirements

• The Client must provide accurate data in a format compatible with the service.
• The parties must define the necessary operational processes to ensure the smooth functioning of the collection process
• The service is largely based on Svea's systems and automated process flows.

How does the collection process work?

• Communication and case management are handled via an interface or the online service.
• The process follows Svea’s standard operating model while enabling multiple instalments to be monitored and managed under a single assignment.
• The objective is to improve collection efficiency and encourage more proactive payment behaviour among customers

Examples of receivables suitable for the service

• Electricity and water invoices
• Rent
• Leasing receivables 
• Telephone and media service charges
• Gym membership fees

The service includes automated processes designed to simplify day-to-day administration for both the Client and the customer.

8 Disputes

8.1 Definition of a dispute

A dispute arises when the customer challenges, in whole or in part, the obligation to pay an invoice and
provides reasonable grounds for doing so. A dispute may be based, for example, on:

• Denial of the order, agreement or transaction
• The invoice not corresponding to the agreed terms or the customer's reasonable expectations.

A dispute may arise at any stage of the collection process, including before collection measures has commenced.

The following do not constitute a dispute where the customer:

• Provides no grounds for the challenge.
• Avoids contact or merely states an unwillingness to pay.

In such cases, the receivable will be handled in accordance with the normal collection process.

 8.2 Handling a dispute

Svea provides professional support in the handling of disputes, with the objective of preserving a good customer relationship and resolving the matter as efficiently as possible. The dispute-handling service includes one round of dispute processing. If the customer continues to dispute the matter thereafter, any further measures will be assessed on a case-by-case basis.

How are disputes handled?

Assessment and documentation of the matter
Svea receives the dispute and verifies that the customer has provided reasonable grounds. A dispute may be submitted either orally or in writing.

Cooperation with the Client
If the dispute arises during collection, the Client is required to provide a written response. Svea coordinates the handling of the matter and ensures that all information required for efficient processing is available.

Fast and transparent resolution 
The handling of disputes emphasises promptness and transparency. The aim is to find a solution acceptable to both parties while avoiding unnecessary costs and delays.

Specific responsibilities and obligations

• Unless the Client has separately agreed on dispute handling as an additional service, the Client shall be solely responsible for receiving, investigating and responding to disputes.
• The Client shall provide its response to a dispute investigation request within fourteen (14) days of the Service Provider's request. If no response is received within the specified period, Svea shall be entitled to close the disputed assignment and invoice the outstanding collection costs to the Client.
• If a dispute arises after the matter has already been referred to the district court, the Service Provider shall contact the Client to determine whether the application for summons should be withdrawn, or the matter transferred to the Service Provider's legal department.

9 Requests for invoice copies

If the customer only requests only a copy of the invoice, this shall not be treated as a dispute but as a customer service matter. Svea forwards the invoice-copy request to the Client via the online service.

• Client responsibility: The Client shall provide the invoice copy to the customer without undue delay and notify the Service Provider no later than 14 days after the invoice-copy request was registered. If the invoice copy has not been provided to the customer within 14 days, Svea shall be entitled to close the assignment and invoice the outstanding collection costs to the Client.
• Further process: Once the invoice copy has been provided, Svea grants the customer an additional seven (7) days to make payment. If payment is still not received, the collection process continues automatically. 

10 Unfounded and cancelled assignments

An unfounded assignment means an assignment where collection measures have been initiated without a valid basis and cannot be continued. Examples include an error in commencing collection or a receivable that lacks a valid legal basis. 

A cancelled assignment means an assignment that the Client elects to withdraw despite its being otherwise valid. This may occur, for example, where the Client reaches a direct agreement with the customer outside the Service Provider's collection process, such as agreeing that the customer will pay only the principal amount directly to the Client in order to preserve customer goodwill. Both unfounded and cancelled assignments must be reported to the Service Provider without undue delay so that the collection process can be discontinued. Notification may be made via the interface or through Svea's online service.

Unfounded and cancelled assignments are charged in accordance with the applicable price list.

11 Direct payments or credit notes

Payments made directly to the Client, i.e. direct payments, and credited invoices must be reported to the Service Provider without undue delay.

Notifications concerning direct payments and credited invoices may be submitted either through the interface or via Svea's online service. Where a direct payment has been made, Svea shall continue collection in respect of any outstanding collection costs, accrued late-payment interest and other applicable charges.

12 Legal collection

Legal collection may be initiated following voluntary collection where the customer’s payment obligation needs to be confirmed by a district court judgment and subsequently enforced through the enforcement authority. The decision to initiate legal collection is made by the Service Provider based on an assessment of the receivable’s lifecycle stage, supported by its analytics and scoring models.

Application for summons and district court process

• Summary application for summons:
  Svea prepares a summary application for summons on behalf of the Client and submits it electronically to the district court. The application seeks a judgment confirming the customer’s payment obligation. A summary application for summons may be used only where the receivable is undisputed.
• Informing the customer:
  In certain situations, the Service Provider may notify the customer that the receivable has been referred to legal collection, with the aim of obtaining payment before judgment is issued.
• Action costs:
  Legal collection measures are charged in accordance with the applicable price list.

Enforcement of the district court judgment

• The judgment obtained from the district court is submitted to the enforcement authority for enforcement.
• Svea monitors the progress of the process and ensures that the enforcement authority receives the necessary documentation and information. The enforcement authority is independently responsible for its own actions and timetable.
• Svea receives payments recovered through enforcement and remits such amount to the Client.

As an additional service, Svea responds, where necessary to inquiries and requests for statements from the district court. If a dispute arises after the matter has already been referred to court, the alternatives are to withdraw the application for summons or transfer the matter to the Service Provider’s legal department. Such measures are charged in accordance with the applicable price list.

12.1 Legal Services

Svea's legal department possesses extensive expertise and experience in the handling of disputed receivables. The objective is always to identify the most appropriate solution for the Client and achieve the best possible commercial outcome. All assignments are handled promptly, efficiently and in close cooperation with the Client. 

Members of the legal department act as the Client's representatives and legal counsel in court proceedings and provide support throughout all stages of disputed matters where required. 

All measures carried out by the legal department are charged in accordance with the applicable price list.

13 Debt adjustment, corporate restructuring and bankruptcy monitoring

13.1 Debt adjustment

In debt adjustment proceedings, Svea ensures that receivables are filed and monitored within the prescribed deadlines and monitors compliance with the confirmed payment programme. The service includes communication with the debtor, courts and relevant authorities involved in the debt adjustment process. 
Svea actively monitors changes in the debtor's circumstances and, where appropriate, takes measures to seek amendment or termination of the payment programme in the Client's interests.
Debt adjustment services are charged in accordance with the applicable Price List.

13.2 Corporate restructuring

In corporate restructuring proceedings, Svea safeguards the Client's interests throughout the process. Svea files receivables and, where necessary, reviews and comments on the proposed restructuring programme. Svea monitors compliance with the confirmed restructuring programme, follows payments and takes appropriate action in the event of delays or other breaches. Svea cooperates with the administrator and other relevant parties to ensure efficient and transparent handling of the matter on behalf of the Client.

Corporate restructuring services are charged in accordance with the applicable price list.

13.3 Bankruptcy monitoring

Bankruptcy monitoring forms part of the collection service and helps ensure that the Client’s interests are appropriately safeguarded where a debtor becomes subject to bankruptcy proceedings. The service includes filing receivables with the estate administrator, preparing proofs of claim and monitoring distributions from the bankruptcy estate.  Svea ensures that the Client’s receivables are duly considered in the bankruptcy proceedings within the applicable deadlines. 

Bankruptcy monitoring services are charged in accordance with the applicable price list.

14 Post-collection

Following the Service Provider’s assessment, receivables may be transferred to post-collection where voluntary collection measures have not resulted in recovery and legal collection is not considered appropriate. 

Post-collection also includes receivables for which a court judgment has been obtained but which have returned from enforcement, for example due to lack of attachable assets.

During post-collection, Svea monitors changes in the customer’s circumstances and responds promptly. 

Collection activities may include contacting the customer by letter or other means. Changes in the customer's credit information and address details are also monitored. Using analytics and scoring models, the Service Provider may carry out targeted collection campaigns in relation to post-collection receivables, for example by offering payment plan proposals.

In addition to recovery, one of the principal objectives of post-collection is to prevent receivables from becoming time barred. The interruption of limitation periods is maintained through regular contact with the customer, such as by letter, and, where necessary, by keeping a district court judgment enforceable through renewed enforcement proceedings.

In certain situations, the customer may request a partial waiver of the principal amount and/or accrued late-payment interest during post-collection. Where a Svea specialist considers that the circumstances support such a settlement, Svea will requests the Client’s approval through the online service. Any settlement campaigns shall be agreed separately with the Client.

Svea continuously assesses the commercial viability of collection in the Client’s interest. If a Svea specialist determines that continued collection is no longer commercially justified, the Service Provider may close the collection case and informs the Client of the reason.

Possible reasons for closure

• Expiry of the limitation period
• No valid address available for the customer
• Prolonged financial distress of the customer
• Termination of bankruptcy proceedings due to insufficient assets
• Death of the customer 

15 Remittances and Invoicing

The Service Provider remits funds collected from customers to the Client in accordance with the agreed remittance cycle.

Two charging models are available for collection costs:

1. Offsetting collecting costs against collected funds: Collection costs are automatically deducted from amounts received before the remaining funds are remitted to the Client.
2. Separate invoicing: All collected amounts are remitted to the Client in full, and collection costs are invoiced separately in accordance with the Agreement.

Any other fees, charges or costa agreed under the Agreement shall be invoiced by the Service Provider to the Client on a monthly basis.

16 Other services

16.1 Technical forwarding – public-law receivables

Under this service, the Service Provider manages the Client’s public-law receivables through the collection process up to the enforcement stage. The same assignment may not contain both public-law and private-law receivables.

Assignments are submitted to Svea in the agreed format, after which Svea initiates voluntary debt collection measures.

Where the criteria defined by the Client are met, Svea acts as a technical intermediary and transfers the receivables to enforcement based on the Client’s decision. Acting as a technical intermediary requires a separate authorisation from the competent authority. The authorisation may be applied for either by the Client or by the Service Provider on the Clients’ behalf where duly authorised to do so. The enforcement authority remits payments recovered through enforcement directly to the Client, and Svea provides the  Client with the corresponding remittance information.

16.2 Purchase of receivables

The sale of receivables is a fast and efficient way to convert overdue receivables into immediate cash flow, thereby improving cash-flow predictability. It also releases personnel resources and capital for the development of the Client's core business. 

In practice, Svea generally purchases larger portfolios of receivables at various stages of the receivable’s lifecycle for an agreed lump sum purchase price. Alternatively, the arrangement may be ongoing, in which case Svea purchases receivables in accordance with the parties’ agreement, for example on a monthly basis or at another predetermined interval.

The purchase of receivables is subject to the receivables not being time-barred and that availability of all necessary contractual documentation.

16.3 International collection

Where the customer's address is located outside Finland, the receivable may be transferred for collection in the relevant jurisdiction. Collection measures in the destination country are carried out either by a sister company of the Service Provider or by a member of its partner network with the expertise and experience required to operate in accordance with local collection practices and applicable legislation. 

17 Data and data transfer

17.1 Interfaces

Svea's preferred method of data transfer is through REST APIs, as they enable efficient, reliable and real-time receivables management processes. 

API documentation

For interface implementation, Svea provides comprehensive API documentation containing detailed information on, among other things:

• Authentication
• Interface functionality and data transfer

The documentation is available online at: https://debtcollectionapi-fi-stage.svea.com/swagger/index.html.

Implementation

During implementation, the Client will receive:

• The necessary authentication credentials
• Test credentials for verifying interface functionality
  Typically, a REST API interface can be deployed to production approximately 2–3 weeks after the test credentials have been provided to the Client.

17.2 Data transfer – SFTP

File-based data transfer via an SFTP connection is also available for clients whose operational requirements are better suited to this solution.

Data requirements

The data provided by the Client must comply with the agreed requirements and specifications. Upon request, the Service Provider shall provide detailed documentation describing the required file structure and mandatory data fields.

17.3 Data processing and data transformations

Flexible and versatile options are available for processing incoming data. The service can be tailored to the Client’s requirements and may include, for example:

• Conversion of data between different file formats
• Automated file merging
• Other separately agreed data-processing measures

Custom additional services

Data processing solutions are implemented on a client-specific basis, and the detailed arrangements are agreed as part of the implementation process.

18 Service Implementation

Each customer relationship begins with a dedicated implementation project, which typically takes approximately 2 to 6 weeks from the date the service is ordered.

Project plan

At the beginning of the implementation project, a project plan is prepared defining:
•    The implementation schedule
•    The implementation approach and practical arrangements
•    Technical requirements and the required data transfer channels

Tailored solutions

Where the agreed service package includes significant technical customisation, such as data-processing modifications, system integrations or large data volumes, the implementation period may exceed the standard implementation timetable.

Testing phase

Each implementation project includes a testing phase, the scope of which is determined on a case-by-case basis to ensure the functionality, accuracy and quality of the service prior to go-live. 

18.1 Division of responsibilities

To ensure effective cooperation, both the Client and the Service Provider are responsible for ensuring that relevant information is communicated promptly and efficiently between the parties.

Up-to-date and transparent communication is particularly important where:

• Material changes occur in the conditions required for the service to operate.
• Changes in the Client’s business operations or operating environment affect the cooperation.
• Technical, operational or legal changes may impact the delivery of the service.

 

Service area	Client	Service Provider
Data delivery and processing
Delivery of data in the agreed format	x
Accuracy of data content (e.g. amounts, references and address details)	x
Technical validation of data		x
Correction of data errors	x
Notification of changes to data volumes, content or file format	x	x
Process management and governance
Communication of process rules and approval procedures		x
Applying of process rules and approvals		x
Removal of assignments based on notifications		x
Notification of recurring errors		x
Ongoing process monitoring		x
Incidents and changes
Communication in the event of incidents or delays	x	x
Notification of service interruptions (e.g. system updates)		x
Notification of changes affecting the service (new versions or interfaces)		x
Clients’ internal changes affecting the agreed cooperation	x

19 Service channels

19.1 Client online service

The online service is available to the Client without usage restrictions. Through the online service, the Client can monitor assignments in real time, report direct payments and credits, communicate with the Service Provider's service team, mark a receivable as unfounded or cancel an assignment, and download a variety of reports.

19.2 Customer service channels

19.2.1 OmaSvea service

The OmaSvea service enables customers to manage their matters at a time convenient to them, without time restrictions. Through the service, customers may, among other things: make payments using online banking credentials, view open invoices in real time, create personal payment plans, submit disputes, request invoice copies and contact Svea customer service. Customers also receive an email notification when a new message is available in the service.

19.2.2 Customer service

End customers are served through the following channels:

• OmaSvea
• Telephone
• Email

Contact details for telephone customer service are available in letters, on Svea’s website and within the OmaSvea service. Experienced customer service professionals assist customers, negotiate payment solutions and agree on payment arrangements tailored to individual circumstances.

Detailed responsibilities are defined, where necessary in the service agreements between the parties. Customer service and other service channels are available in Finnish, Swedish and English.

Customer service opening hours

Monday–Friday: 08:00–18:00

20 Cooperation with the Client

Svea manages each client relationship at three levels: strategic, tactical and operational. This governance model helps ensure effective communication, continuous development and efficient day-to-day cooperation.

Strategic level

At the strategic level, the parties agree on the long-term objectives and the direction of the cooperation.

• Meetings are typically held one (1) to two (2) times per year.
• Depending on the agenda and circumstances, meetings are attended by senior representatives of the parties and the Key Account Manager.

Tactical level

At the tactical level, the focus is on developing the cooperation, reviewing operating models and improving processes and information exchange.

• Meetings are typically held one (1) to two (2) times per year
• Depending on the agenda and circumstances, discussions may include the Client’s accounts receivable manager, collection ream leas or other responsible personnel, together with the Service Provider’s Key Account Manager and Service Manager.
• Service performance, customer satisfaction and potential development initiatives are reviewed and decisions regarding process improvements are made at this level.

Operational level

At the operational level, the focus is on day-to-day matters and the practical operation of the service. Potential process improvements are defined and prepared for considerations at the tactical level.

• Operational meetings are arranged as required.
• Depending on the on the agenda and circumstances, meetings may include the Client's operational specialists, such as accounts receivable personnel, together with the Service Provider's Service Manager.

20.1 Contact persons

Svea aims to provide its clients with a high level of service and an excellent customer experience.

The Client is assigned a dedicated service team responsible for service quality, operational performance and compliance with the agreement. The team consists of a Key Account Manager and a Service Manager, whose responsibilities include:

• Smooth the successful onboarding of the Client
• Service development
• Reporting
• Data transfer and integrations

A dedicated service team is also responsible for customer-service-related collection activities, ensuring efficient processes and consistent operating models.

20.1.1 Designated Key Account Manager

The designated Key Account Manager is responsible for contractual matters and for the management and development of the overall service relationship. The Client should contact its designated Key Account Manager regarding contractual matters, service development and other strategic or commercial issues. 

20.1.2 Designated Service Manager

The designated Service Manager is responsible for the day-to-day operation of the service, including collection processes, the online service and other operational matters. The Client may contact its designated Service Manager directly regarding operational questions and service-related matters. 

21 Reports

The Service Provider offers a comprehensive range of reports to support the Client's business and receivables management. Reporting requirements are reviewed together with the Client, and any client-specific reporting arrangements are agreed separately on a case-by-case basis. 

Examples of reports available through the online service, and which may also be delivered regularly by email upon request, include:

• Remittance report – a breakdown of payments remitted to the Client
• Awaiting your response report – a summary of items in the online service awaiting action pr a response from the Client
• Open assignments report– a list of all open receivables transferred to collection
• Closed assignments report – a summary and invoice-level breakdown of closed assignments. Where applicable, a case-specific bad-debt certificate can also be downloaded through the online service.

22 Incidents and exception management

Potential incidents and exceptions within collection processes may arise, for example, from information system failures, interruptions in payment processing or errors in data transfer. Incidents are identified through active monitoring and automated monitoring systems, and appropriate measures are taken without undue delay based on the severity and criticality of the situation.

22.1 Division of responsibilities in incident situations

1. Identifying and reporting incidents

The Service Provider is responsible for:

• Continuous monitoring of its own systems, automated processes and data transfer channels.
• Internal documentation, classification and management of incidents.
• Identifying incidents and notifying the Client without undue delay where the incident affects the Client’s services.

The Client is responsible for:

• Detecting and reporting system and data-transfer incidents within its own environment to the Service Provider.
• Providing accurate data within agreed timelines or notifying the Service Provider if such data cannot be provided.
• Reporting errors identified by its own users.

2. Impact Assessment and communicating

The Service Provider is responsible for:

• Assessing the impact of incidents on collection processes and service delivery.
• Informing the Client of expected timelines and potential impact, including impact on letter dispatch, payment processing and customer communications.
• Cooperating with the Client to minimise the effects of incidents.

The Client is responsible for:

• Internal communication within its organisation and, where applicable, communications with its customers relating to disruptions in its own systems, processed or data.
• Appointing an authorised contact person to coordinate communications and actions relating to the incident. 

3. Corrective measures and recovery

The Service Provider is responsible for:

• Correcting technical and operational issues within its own environment.
• Implementing temporary manual processes where necessary to maintain critical services.
• Conducting post-incident analysis and implementing preventive or corrective improvement measures

The Client is responsible for:

• Providing new, update or corrected data in the agreed format where required.
• Adjusting operational schedules where necessary and accepting any resulting impacts, for example in relation to payment-plan transfers or case processing

4. Management of exceptional situations (e.g. cyberattacks, widespread system disruptions)

Joint responsibility:

• Both parties shall act in accordance with agreed continuity, contingency and service level plans.
• Activating designated contact persons and implementing agreed crisis communication procedures.
• Exchanging information with relevant authorities and other stakeholders where necessary.

5. Documentation and post-incident review

The Service Provider is responsible for:

• Recording incidents, their impacts and corrective measures in its internal systems.
• Providing a written report to the Client where appropriate.

The Client is responsible for:

• Providing feedback regarding the impact of the incident on its operations.
• Participating in post-incident reviews and discussions on preventive measures.

22.2 Information Security

Information security forms an integral part of the day-to-day delivery of collection services. All customer data and personal data are processed in a secure, confidentially and systematic manner to protect such information against unauthorised access, disclosure alteration and loss.

Information security practices

• The service complies with the EU General Data Protection Regulation (GDPR) and applicable national legislation.
• The processing of data is always based on an agreement, a legal obligations or another lawful basis of processing.
• Appropriate technical and organisational security measures are maintained, including firewalls, encryption, access control, security updates and logging.
• Access rights are granted only to persons whose duties require access to the information, and such access is regularly reviewed and monitored.

Information systems and data transfer

• Data transfer between the Client and the Service provider are carried out through secure and encrypted connections, such as SFTP, APIs and secure online portals.
• Systems are hosted in secure data centres or cloud environments that meet applicable security and compliance requirements. 

Personnel security awareness

• Personnel receive regular training in information security and data protection to ensure continued awareness of their responsibilities and current security practices. 
• Procedures for reporting, investigating and managing information security incidents are documented and form part of the Service Provider’s continuous monitoring and governance framework.

Monitoring and continuous improvement

• Information security practices are reviewed regularly through internal assessments and, where appropriate, external audits
• Business continuity and incident-response plans are maintained for incidents and exceptional situations, and recovery procedures are tested periodically.

23 Service development

The service offering is developed continuously and systematically to respond to changing Client needs, market developments and end-customer expectations. Development activities are supported by service usage, operational analytics and real-time process monitoring.

Service performance and effectiveness are measured and enhanced, among other things: 

• Analysis of collection-process lead times, recovery rates and overall collection results.
• Client-specific recommendations for optimising processes, channel selection and collection strategies.
• Utilisation of automation, analytics and process orchestration to improve efficiency and scalability.

The Client is encouraged to contact its designated Key Account Manager regarding development requirement, exceptional situations or questions relating to process changes. The Key Account Manager supports the planning, implementation and monitoring of agreed improvements.

Service development is conducted in a goal-oriented, transparent and systematic manner and is supported by jointly agreed performance indicators and regular review meetings.