Debtfree DIGI Jan 2016

How To Complain
If you have tried and failed to get help from the other party then after communicating with them
several times it may now be time to complain to the NCR. Their website is www.ncr.org.za. They
have a special page for complaints on their site namely http://www.ncr.org.za/sd-complaints.
In terms of section 136 you can use fill in a complaint Form 29 with all the details of the problem
in order for them to investigate.
The Form 29 that you download is a bit silly as it hardly has any space for the actual complaint.
Don’t worry about that you can just add a page or pages at the back of the form with as many
details as possible so that they can fully understand the issue. This may mean that you have a lot
of pages. It is better to add more info than leave anything out.
Once completed you can send it to: complaints@ncr.org.za. If possible try send the smallest file
size as their server does have limitations and complaints of several Gb will just bounce back.
It Takes Time
With the internal turn around goal time set at 90 days (3 months) it is important to be realistic
about these matters. Complaints can take many months and in some cases even years to fully
resolve with the NCT etc once referred there. Understanding how the NCR handle a complaint
matter will help you anticipate their response and a realistic turn around time. It is a rule of
thumb that complaints take a while and you may need to be proactive and follow up after a
short while just to check that it is receiving attention. You will then have to wait and see where
they refer the matter to. Remember to ask for a Non-Referral letter if they say the matter is not
going to be investigated further.
Article References: The relevant sections of the National Credit Act are Section 12 – 19 and
Section 136, 139 and 140 to be read with Regulation 50 and 52.