Operational document for Room F. Use from 1 Oct 2026 (charity-live). Ships MOU-ready proposal packs to 5 named referrer targets. Every conversation carries the 4-touchpoint pathway, the clinical rationale, and the closure discipline that clinicians assess against.
Purpose. Sign the first 5 referrer MOUs in the first 8 weeks of the charity being live (1 Oct → 26 Nov 2026). An MOU is not a marketing document. It is a written commitment that the LWD 4-touchpoint pathway will operate exactly as described — and that the clinical team's role stops at referral and closure-letter filing.
Ownership. Room F operators — Laurence (lead conversations with National-level bodies), Lisa (co-lead PHN conversations), Board Chair (introduction letters where existing warm relationship). This pack is for internal use only; nothing here is sent to referrers unedited.
Governance. Every outbound email and every referrer meeting passes the 5-gate Marketing Governance Envelope. Clinical-voice discipline is non-negotiable: LWD is a licensed referral pathway, not a debt-relief company, not a case-management service, and not a clinical actor. RG 96 outcome language throughout.
Discipline before send. This list is drawn from the Room F kit and published organisational scoping as of Aug 2026. Before any first-touch email is sent, each organisation must be re-verified against its current strategic priorities, published referral partnerships, and the name/role of the person best-placed to sponsor an MOU conversation. Clinical organisations are risk-averse and do not respond well to a mis-targeted first touch. Room F operator verifies each row before the 1 Sep send.
| # | Organisation | Referrer type & scope | Priority tier | Personalised angle to lead with |
|---|---|---|---|---|
| 1 | Palliative Care Australia (PCA) | National peak body · policy voice for palliative-care sector | Tier 1 | PCA's National Palliative Care Standards explicitly acknowledge financial distress as a determinant of a “good death”. LWD is the missing operational partner for the Standard 4 (family and carer support) financial-distress reference. Lead with the K10 52% reduction and the four-touchpoint diagram — PCA officers already frame this problem as clinical. |
| 2 | MND Australia | Condition-specific national charity · represents state MND associations | Tier 1 | MND households are LWD's cleanest use-case: rapid disease progression, high care-cost burden, high proportion of working-age household leads, insurance-activation complexity. State MND advisors already spend significant unpaid time on financial casework. Lead with the composite “David” case (48, Melbourne, MND, $8,400 LWD spend, 34 days to closure) from the Room F kit — labelled composite, not a real individual. |
| 3 | South Eastern NSW PHN (COORDINARE) | Primary Health Network · Illawarra + Shoalhaven region | Tier 1 | COORDINARE is LWD's home PHN — the pilot's 31-case cohort was drawn primarily from this footprint. First MOU should recognise the pilot pathway and formalise the existing informal referral flow. Lead with pilot geography and offer COORDINARE co-branding on the referral form and closure letter under the MOU. |
| 4 | Nepean Blue Mountains PHN | Primary Health Network · Western Sydney corridor | Tier 2 | Distinct catchment characteristics — higher socioeconomic disadvantage index, higher rates of financial-hardship indicators alongside chronic-illness prevalence. Position LWD as a specialist pathway that reduces GP-practice unfunded social-work load. Do not ask for referral volume — ask for a 30-minute scoping meeting to test fit. |
| 5 | Central and Eastern Sydney PHN | Primary Health Network · metropolitan Sydney inner-east | Tier 2 | Highest concentration of tertiary palliative-care units in NSW. MOU value here is proximity to hospital social work departments and the tertiary-palliative referrer network. Warm-intro path preferred — check board network for existing PHN board or executive connection before cold outreach. |
Tier logic. Tier 1 (PCA, MND Australia, COORDINARE) are the three where signing an MOU changes case-load supply meaningfully in Year 1. Tier 2 (the two additional PHNs) are worth pursuing but not at the expense of Tier 1 sequencing. If the operator has only 3 hours per week for Room F cultivation, spend all 3 on Tier 1 until the first MOU is signed.
Three variants for three relationship states. Sentence discipline: no clinical claims LWD is not entitled to make. Every email carries ACL 387398 disclosure in the signature block. RG 96-compliant outcome language throughout — no “we eliminate debt”, only “licensed mediation may result in reduced or waived debt in some cases”.
Dear [Name],
I'm writing to introduce Life Without Debt Ltd — a newly-registered Australian charity that funds licensed debt-mediation for households facing terminal, life-limiting, chronic or serious illness. We went live on 1 October 2026 after a nine-month pilot.
The pilot was drawn largely from health-sector referrals. 31 households, $1.82 million in consumer debt resolved, 23 days average resolution, and a 52% average drop in psychological distress on the K10 scale. Every referral came from a palliative-care nurse, GP, or hospital social worker. LWD does not perform the mediation — that is done by Credit Mediation Services Pty Ltd under Australian Credit Licence 387398. LWD funds it, and holds the safeguarding envelope.
We are looking to formalise a small number of MOU-based referral relationships. The MOU commits us to a four-touchpoint pathway: referral in, 24-hour intake acknowledgement, mid-case update, closure letter to the referrer. That is the total clinical-time investment for a case — no follow-up work is asked of the referring team.
Would you have 30 minutes for a scoping conversation in the next four weeks? Our prospectus is at cosailifewithoutdebt.org/prospectus; the health-referrer case-for-support is at /case-for-support/health-referrals.
Thank you for the time.
Laurence [surname]
Founding Director, Life Without Debt Ltd
ACN pending · DGR endorsement in progress
Debt-mediation performed by Credit Mediation Services Pty Ltd, Australian Credit Licence No. 387398.
Dear [Name],
Life Without Debt Ltd is a newly-registered Australian charity that funds licensed debt-mediation for households facing terminal, life-limiting, chronic or serious illness. We went live on 1 October 2026.
The reason I'm writing to [PHN name] specifically is that our four-touchpoint pathway is designed to reduce the unfunded social-work load your GP practices and community services already carry when a diagnosis is delivered to a financially-stressed household. Our referral form takes ninety seconds. Our closure letter goes into the file at approximately day twenty-three. Between those two points, we don't call your team unless the household withdraws consent.
Nine-month pilot results, audited: 31 households, $1.82 million in consumer debt resolved, $1,840 average cost per case, 87 cents of every dollar reaching direct household services. The mediation is performed by Credit Mediation Services Pty Ltd under ACL 387398 — LWD funds the work.
Could I book a 30-minute scoping meeting to test whether an MOU would be useful for [PHN name]? Our short prospectus is at cosailifewithoutdebt.org/prospectus.
Thank you.
Laurence [surname]
Founding Director, Life Without Debt Ltd
ACN pending · DGR endorsement in progress
Debt-mediation performed by Credit Mediation Services Pty Ltd, Australian Credit Licence No. 387398.
Dear [Name],
Following on from the pilot cohort work we did together: Life Without Debt Ltd is now formally registered and went live on 1 September. ACNC endorsement is confirmed; DGR is in progress.
The pilot numbers are now audited — 31 households, $1.82 million debt resolved, 23 days average resolution, 52% K10 drop, $1,840 per case, 87c/$1 to direct services. Your team's referrals contributed materially to the K10 result.
I would like to formalise our referral relationship in an MOU — the same four-touchpoint pathway we ran informally in the pilot, but written down so your team has a document to point new staff to. It's short: seven clauses, one page.
Any 30-minute window in the next four weeks would work. Prospectus at cosailifewithoutdebt.org/prospectus.
Warmly,
Laurence [surname]
Founding Director, Life Without Debt Ltd
ACN pending · DGR endorsement in progress
Debt-mediation performed by Credit Mediation Services Pty Ltd, Australian Credit Licence No. 387398.
The MOU is deliberately short. Seven clauses. One page. The purpose is to ratify the working pathway in writing so that the referrer's operational team has something to point new clinicians and social workers to. It is not a legal-entity contract — the mediation contract is between the household and Credit Mediation Services Pty Ltd. The MOU sits between LWD and the referrer organisation only.
Before sending any MOU draft. Every MOU draft is reviewed by (1) the Room F operator for pathway fidelity, (2) Carla (CFO Advisor) for financial-envelope alignment, and (3) legal counsel for any deviation from the seven-clause template. No MOU is signed without Board acknowledgement.
Life Without Debt Ltd (LWD) and [referrer] agree to operate a referral pathway for households where at least one household member is facing a terminal, life-limiting, chronic or serious illness, and where household consumer debt is contributing to psychological distress or clinical impact. Referrals are made at the referrer's clinical discretion. No referral quota or minimum volume is required.
LWD commits to a four-touchpoint working pathway for every accepted referral: (i) referral intake via single-page form; (ii) 24-hour acknowledgement to the referrer; (iii) mid-case aggregate update at approximately day 12; (iv) closure letter to the referrer at approximately day 23. Between touchpoints (ii) and (iv), no clinical follow-up work is requested of the referring team.
LWD's scope is consumer debt in the terminal / life-limiting / chronic / serious-illness cohort, as defined in the LWD Constitution §4. Cases involving material business debt, active legal proceedings, or insolvency are co-referred to specialist services (community legal centre, Small Business Debt Helpline, or insolvency practitioner) and LWD stays involved on the consumer portion only. Co-referrals are named in the closure letter.
All debt-mediation work is performed by Credit Mediation Services Pty Ltd (CMS) under Australian Credit Licence No. 387398. LWD funds the work; CMS's licensed practitioners perform the mediation on the household's behalf. LWD does not perform mediation, does not offer clinical advice, and does not enter the clinical relationship. Outcomes vary; mediation may result in reduced or waived debt in some cases, but no outcome is guaranteed. All communications with households and the referrer comply with ASIC Regulatory Guide 96.
Household informed consent is captured on the referral form before any creditor contact. All personal information is handled under the Privacy Act 1988 and the Australian Privacy Principles. A signed data-processing schedule (Appendix A) covers what data flows between the referrer and LWD, how long it is retained, and how it may be de-identified for aggregate reporting.
Co-branding is permitted on the referral form, patient-facing information leaflets, and the closure letter. Both parties' names and logos may appear together on these three artefacts only. The mediation itself is delivered under LWD's registered name and the CMS Australian Credit Licence — that regulatory boundary is not co-branded. Media statements about the partnership are agreed jointly.
The MOU has an initial 12-month term, is reviewed jointly at 6 and 12 months, and renews annually by mutual written consent. Either party may terminate with 30 days' written notice. Termination does not affect the completion of accepted referrals already in progress. Aggregate closure data from prior referrals may be included in LWD's audited annual impact report, subject to the referrer's consent to be named.
This is the diagram that goes to every referrer conversation and every MOU appendix. Memorise it — do not paraphrase. A clinician's willingness to refer is directly proportional to the predictability of the pathway they are referring into.
Referring clinician or hospital social worker completes the single-page referral form (see §5 below). Attaches clinical certification of terminal / life-limiting / chronic / serious illness status. Household consent is captured on the form. Referrer commitment: complete the form. That is all.
LWD advocate contacts the household within 24 hours. Full financial picture captured under the household's informed consent. Written acknowledgement returned to the referrer confirming intake — no clinical detail requested, no clinical time absorbed. Referrer commitment: one inbox notification. No response required unless clinical status changes.
Creditor negotiation. Life-insurance activation. Hardship waivers. Aggregate mid-case update to the referrer at approximately day 12 — one paragraph, no confidential detail unless the household consents to specifics being shared. Referrer commitment: read the paragraph. File it. No action required.
Written outcome summary to the referrer: total debt extinguished or restructured, insurance activations completed, direct-relief items delivered under the Direct Relief Policy, and any co-referrals made. Case closed with signed household confirmation. Referrer named in the annual audited impact report, subject to referrer consent. Referrer commitment: file the closure letter in the household record. Done.
The three commitments this pathway makes to the clinical team. First: LWD does not enter the clinical relationship. Second: LWD does not ask clinicians for follow-up work — the four touchpoints are the total clinical-time investment. Third: LWD closes the loop in writing. Every case ends with a closure letter to the referrer. No verbal-only outcomes on hospital cases.
The referral form is the pathway's most-scrutinised artefact. If a clinician looks at it and thinks “this is going to take fifteen minutes”, the referral does not get made. The form is designed to be completable in ninety seconds by a clinician who has never used it before. Field-by-field spec below — this is the source-of-truth for the web-form build and the printable PDF.
What the form does NOT ask. No specific diagnosis. No prognosis timeframe. No treatment detail. No income figure. No debt figure. No creditor names. All of that is captured in the intake call at Touchpoint 2 — by an LWD advocate, under household consent, not by the referrer. The clinician's job stops at “certification statement + household contact + household consent”.
The closure letter is the pathway's single most important stewardship artefact. It goes to the referrer as a PDF attached to email, and (for hospital and PHN referrers) as a hard-copy postal letter for the clinical file. Length: one page. Tone: clinical, factual, no marketing.
Life Without Debt Ltd
Referrer closure letter · [case reference]
[Date]
Dear [Referrer name],
This letter confirms the closure of the case you referred to Life Without Debt on [date of referral]. Case reference [reference].
Outcome summary. Under Australian Credit Licence No. 387398 held by Credit Mediation Services Pty Ltd, licensed debt-mediation was undertaken on behalf of the household. The mediation resulted in:
Total LWD case spend: [$X]. Time from referral to closure: [X days].
Household confirmation. The household has signed off on this closure summary and consents to it being placed in the referring organisation's records for the purpose of continuing care.
Aggregate reporting. With your organisation's consent under the MOU, aggregate outcome data from this and other referrals will appear in LWD's annual audited impact report. No household-identifying information is shared.
Thank you for the referral. If you have any questions about the process or outcome, please contact us at /enquire.
Sincerely,
[LWD advocate name]
Life Without Debt Ltd
ACN pending · ACNC endorsement confirmed · DGR in progress
Debt-mediation performed by Credit Mediation Services Pty Ltd, Australian Credit Licence No. 387398.
These answers are Board-endorsed. Vary the tone, not the substance. Clinical audiences are convinced by cycle time, outcome evidence, and licensing — not by story. Use the composite “David” case only if the clinician explicitly asks for an example. If a question falls outside these 8, the correct response is: “Good question — can I confirm the exact wording with our Board Chair and come back to you within 48 hours?”
Referrer cultivation is slower than foundation cultivation. National peak bodies and PHNs move on quarterly meeting cycles. The cadence below is calibrated to that reality — MOU signature by day 60 is the target for Tier 1 targets; day 90 for Tier 2.
| Touch | Timing | What | Why |
|---|---|---|---|
| T+0 | Day 1 (1 Oct 2026) | Cover email (Variant A/B/C as appropriate) with prospectus link and health-referrer case-for-support link | First-touch discipline: introduce, evidence, propose scoping meeting. No ask beyond 30 minutes of calendar. |
| T+3 | 3 business days | If no reply, send a short follow-up: “happy to reduce to 15 minutes if 30 is difficult”. Silent otherwise. | Reducing the calendar-cost of the first meeting removes the most common barrier. |
| T+14 | Scoping meeting | 30-minute video or in-person conversation. Room F operator walks the four-touchpoint pathway diagram and the K10 pilot result. Listens for MOU-blocking concerns. | Purpose is not to secure MOU signature. Purpose is to understand their internal MOU process and identify the internal sponsor. |
| T+16 | 2 business days post-scoping | Written summary of the meeting + the seven-clause MOU outline + the pathway diagram PDF + the Y1 audited numbers one-pager. No ask beyond “let us know if the outline reads correctly to your team”. | Ratify the meeting understanding in writing. Ships exactly what was discussed — signals discipline and reduces internal-review friction. |
| T+30 | ~4 weeks | Composite case study (labelled — David, 48, Melbourne, MND, $8,400 LWD spend, 34 days to closure) narrated in clinical framing. Explicitly labelled composite drawn from case-pattern data. | Once the process story is in the room, one composite case — clinical-voice, labelled — converts “we might” to “let's draft”. Never a real un-consented case. |
| T+45 | ~6 weeks | MOU draft v1 sent for internal review. Room F operator explicitly asks: “what would your Board / clinical governance committee need to see to approve this?” | Names the internal decision path. Every referrer has one, and it is different for each. The question forces the sponsor to surface it early. |
| T+60 | ~8 weeks | Tier 1 target: MOU signed. Tier 2: internal-review completed with feedback ready to incorporate. | Target date. Slip is common; recovery is normal. Do not push MOU signature past T+90 without escalating to Carla. |
| T+90 | ~13 weeks | Tier 2: MOU signed or a clear go/no-go decision from the referrer. If “no”, retire to warm-list for Q2 2027 re-approach. | Honest close. Warm-list is not shame-list — it is calendar discipline. |