Disclosing information without speaking to right party

Additional Complaint: Failure to Verify Identity

I would like to raise an additional concern regarding the verification process followed by ADRS.

After a call with an ADRS agent ended, I received another call from the agent. When the call resumed, no identity verification or confirmation of my details was conducted before the agent proceeded with the discussion regarding my account and debt.

I am concerned that this creates a risk of my confidential personal and financial information being disclosed to an unauthorised person.

I request that this matter be investigated, specifically:

What verification procedure ADRS is required to follow when contacting a debtor; Whether the agent followed ADRS's internal verification and authentication procedures; Why no verification was conducted when the subsequent call commenced; and Whether this conduct constitutes a breach of my privacy or applicable debt-collection requirements.

I request that ADRS provide a record of the relevant calls and explain what verification was completed before my account information was discussed.