Rights on refusing to do something

savingfairy_2

Hi,

I am just looking for a little help on something a few of us are having difficulty with in our work place.

I work for a gym that uses a company to collect direct debits however if a members payment fails there is an immediate £25 admin fee applied. Which i personally think is horrendous and upon reading this apparently these fees are legally unenforceable.

My work place wants us to ring these people and collect these payments however I am finding this hard to do as I feel like I am robbing people when a lot of people are currently struggling financially. I should also mention my job role is a receptionist not a debt collector and my day is constantly busy dealing with members in the club.

I am just wondering can I be sacked for refusing to charge people a legally unenforceable fee? What are my rights on this?

ValHaller

Although the fees may be legally unenforceable, they are not illegal. So AFAICS it is a lawful instruction. So your only option is to resign if you disagree with it.

I suggest you go through with it, introduce yourself as the gym receptionist, make them verify their ID and state you have been instructed to collect the £25 penalty fee for a missed DD. Don't try and charm it out of them and be happy to take no for an answer.

Sommer43

Reception is an admin based position and this is admin, therefore it falls in the remit of your job specification. You're not a debt collector, however, this is inline with the terms and conditions of the member's membership. it must be cited in those terms that this charge will apply in the event of a direct debit being returned. Make sure you're aware of the clause in their terms so you can direct them to it when they demand to know why. Like most people, they will not have the read the small print.

But, I think it very sweet of you to think of people. However, it's a jungle out there and am sure you have direct debits to pay.

savingfairy_2

Thanks for your replys :-)

Im just extremely frustrated by the situation as i don't mind ringing people to collect what they owe membership wise i just think £25 is ridiculous. Its twice the amount of there monthly membership fee!

I had to take £54 off someone i knew the other day an felt disgusted in myself.

I go above and beyond in my job an do a lot of things I shouldn't have to and don't have to but its just a shame companies like this don't appreciate it an just see staff as disposable for one thing i can't bring myself to do for moral reasons. :-(

getmore4less

have they given you a script.

If not you can hint they don't have to pay and just collect the outstanding memberships.

If people are struggling with money why have they got gym membership?

Also £12.50pm is quite cheap compared to most places.

Since it is an admin fee ask for a share/bonus for every one you collect.

ValHaller

getmore4less wrote: »

... If not you can hint they don't have to pay and just collet the outstanding memberships

Under no circumstances sabotage collecting the admin fee.

• introduce yourself as the gym receptionist - let them know who they are speaking with - too bad if they perceive you have no power
• make them verify their ID - compliance with Data Protection - too bad if annoys them so they slam the phone down
• state you have been instructed to collect the £25 penalty fee for a missed DD - be clear about what you are asking for - too bad if they realise that a penalty might be unenforceable
• don't try and charm it out of them - debt collection is a serious business and the £25 is not a favour from the customer - too bad if the customer does not do the favour of paying
• be happy to take no for an answer - don't take it personally - too bad if the customer reacts to the gym