Complaints Procedure

How to raise a complaint with us, and how to escalate to external bodies like the Credit Ombud or the National Credit Regulator if needed.

1. Our commitment to fair service

Mzansi Debt is committed to providing professional, honest, and compassionate debt counselling. We take all complaints seriously and view them as an opportunity to improve our service. As a debt counsellor registered under the National Credit Act 34 of 2005 and bound by the NCR Code of Conduct, we have a formal complaints procedure that you are entitled to use.

2. Who can complain

You may submit a complaint if you:

• Are a current or former client of Mzansi Debt.
• Are a credit provider whose client is under our debt review.
• Have received our services in any capacity and believe you have been treated unfairly.

3. What you can complain about

You can complain about any aspect of our service, including (but not limited to):

• The conduct or attitude of any member of our staff.
• The advice you received during your assessment or debt counselling process.
• Fees charged and how they were calculated or communicated.
• Errors in the management of your debt review file.
• Delays in your application or court process.
• Failure to keep you informed about the status of your matter.
• Any breach of confidentiality or privacy.
• Any conduct you believe is in breach of the NCA or NCR Code of Conduct.

4. Step 1, raise the matter with us first

If you have a concern, please contact us first so that we have an opportunity to resolve the matter directly. Most complaints can be resolved quickly through a conversation. You can reach us by:

• Phone: 087 056 0654
• WhatsApp: +27 72 807 6543
• Email: complaints@mzansidebt.co.za
• Post: Mzansi Debt, [Your registered postal address]

Please provide as much detail as possible, including your full name, contact details, your reference number (if applicable), and a clear description of the issue.

5. Step 2, formal written complaint

If your initial contact does not resolve the matter, please put your complaint in writing by email to complaints@mzansidebt.co.za. Your written complaint should include:

• Your full name and ID number.
• Your contact details (phone, WhatsApp, email).
• The date(s) when the issue occurred.
• The names of any staff members involved.
• A clear description of your complaint.
• What outcome you are looking for.
• Any supporting documents (emails, screenshots, statements).

6. How we will handle your complaint

We will:

• Acknowledge receipt of your written complaint within 3 business days.
• Investigate the matter thoroughly and fairly, which may include reviewing files, interviewing staff, and consulting relevant records.
• Communicate progress if the investigation will take longer than expected.
• Provide a written response within 15 business days of receipt, explaining our findings, any actions we are taking, and how we will resolve the matter where appropriate.
• Keep a record of all complaints and our response, as required by the NCR.

7. Step 3, escalation to external bodies

If you are not satisfied with our response, or we have failed to resolve your complaint within a reasonable time, you have the right to escalate your complaint to one of the following external bodies:

Credit Ombud

The Credit Ombud handles complaints about credit information and debt counselling. The service is free.

• Website: creditombud.org.za
• Phone: 0861 662 837
• Email: ombud@creditombud.org.za
• Postal: PO Box 805, Pinegowrie, 2123

National Credit Regulator (NCR)

The NCR is the statutory body that regulates the credit industry, including debt counsellors. You can lodge a formal complaint with them about any conduct that breaches the NCA.

• Website: ncr.org.za
• Phone: 0860 627 627 (0860 NCR NCR)
• Email: complaints@ncr.org.za
• Physical: 127 15th Road, Randjespark, Midrand, 1685

National Consumer Tribunal (NCT)

If your complaint involves a debt review court matter, the NCT is the appropriate forum.

• Website: thenct.org.za
• Phone: 012 663 5615
• Email: registry@thenct.org.za

Information Regulator (privacy complaints)

For complaints specifically about how we have handled your personal information under POPIA.

• Website: inforegulator.org.za
• Email: inforeg@justice.gov.za
• Postal: PO Box 31533, Braamfontein, 2017

8. Anonymous complaints

We will investigate anonymous complaints to the best of our ability, but the lack of contact information makes it difficult for us to provide a full investigation or response. We strongly encourage you to identify yourself, in confidence.

9. Confidentiality

All complaints are treated with strict confidentiality. Information you provide will only be shared with the staff necessary to investigate and resolve the matter, and with regulatory bodies if your complaint is escalated. We will not victimise or treat unfavourably any client who lodges a genuine complaint.

10. Continuous improvement

We review all complaints regularly to identify patterns or areas where we can improve our service. Your feedback, whether positive or critical, helps us serve South Africans better.