Portland 'Maze' Of Debt Collection Can Harm Residents, Audit Says

PORTLAND, OR — Portland's method of collecting fees, taxes, and fines from its residents and businesses is a "patchwork approach" that "can be confusing...and harmful for some Portlanders." That's the conclusion of a new report from the City Auditor's Office.

"Governments require funding to operate but should collect money from residents and businesses using a process tat is clear, fair, and makes it as easy as possible for people to meet their obligations while recognizing that some people may struggle to pay," the report says.

"The City of Portland does not consistently meet those standards."

The report states that the there is no one department that "oversees collection methods, and no one place for Portlanders to go for help with unpaid bills."

The audit found that while some bureaus aggressively collect fees, even adding on late fees, others take a more laid back approach.

"Someone may be behind in payments to more than one bureau, each operating under different policies," the report states, adding that it can be very confusing to people, particularly those whose first language is not English.

Most collections efforts don't even include translation information in letters or let people know that if their account is referred to a collection agency, an additional fee adding on as much as 23 percent, will be added.

Residents and businesses are often not told when there are ways for them to get extensions, have fees waived, and other forms of help available to them.

The audit also found that while letters always include required legal language, they often don't include a plain language translation for people without law degrees.

Auditors recommend that the city work with the city council to streamline the process and make things easier for people. The report states that the bureaus and their commissioners "generally agreed with our recommendations."

At the same time, none of them lay out a plan or timeline for fixing the problems.