We develop fair payment plans and individual solutions for consumers who are facing particular challenges due to their personal circumstances. As a result, we were able to successfully close five million cases of debt in 2022/23 alone.
For us, respectful interaction with defaulting consumers is crucial. This is why in 2023, we introduced a group-wide policy that requires our staff, among other things, to use easy-to-understand language and be tactful. In addition, thanks to technological innovations like service portals and chatbots, we are enabling consumers to manage their payments without direct contact. In 2022/23, as many as 61 percent of consumers were taking advantage of this option. We are constantly improving these services with the help of feedback e.g. from questionnaires.
