Technology
To effectively allow us to efficiently handle and track large volumes of assignments, Express Mercantile has invested substantial time and money on the development of our new data management system.
Our development is based on the latest .NET technology. It enables us to provide remote access to data over the Internet using a windows interface.
We are using the windows desktop environment for both local and external access for all users (employees, agents and clients). This provides a rich client interface to all users.
The system is secure and access is strictly controlled (ie clients access is limited to their specific matters).
Our new system is the culmination of years of work and assessments of other systems currently available.
This systematic approach to the way we handle assignments provides our clients with timely and accurate reporting, correct affidavits of service and documents served in accordance with the correct court rules.
With our dedicated network of agents throughout Australia, clients can be confident that no matter where or when your instructions need to be carried out, Express Mercantile has the capacity to service your every need.
Compliance and Training
Express Mercantile employees and independent external contractors based in our Sydney and Melbourne offices undergo an in-house training program. This program incorporates the rules of service in all Jurisdictions, The Privacy Act 1988, The Trades Practices Act 1974 (Section 60), ACCC and ASIC Guidelines with respect to Debt Collection, Commercial Agents and Private Inquiry Agents Act 2004 and the Enclosed Lands Act.
In New South Wales, under the Commercial Agents and Private Inquiry Agents Act 2004, all Commercial and Private Inquiry Agents must attain a Certificate III in Investigative Services and or a Certificate III in Financial Services (Mercantile Agents).
Our National Panel of agents sign a Principal and Independent Contractor Service Agreement. This agreement clearly sets out the required service & compliance standards required to complete your instructions.
Our compliance program ensures all agents maintain their license and appropriate insurances to complete your instructions.
Quality Policy
Express Mercantile is committed to quality in the delivery of our services. We aim to continually improve our quality system and practices to ensure we achieve this goal.
As part of our business planning process, we set objectives for quality that continually test our process systems and ultimately delivers the most efficient, cost effective and desirable service possible.
To achieve this, we set Key Performance indicators for our employees, provide feedback to our independent contractors with respect to their performance in the key area of turnaround times and compliance, seek feedback from our customers and continuously improve our IT systems and processes.
As part of our processes, we set clear and defined frameworks to achieve compliance and continual improvements to our quality policy.
Quality is the responsibility of every employee and independent contractor and we are committed to using all our skills in achieving our objectives. Every employee and independent contractor plays an integral part in the successful delivery of quality services.