Let us know when something needs attention.

Provide your name, a reply contact, the order or case reference if available, a brief explanation of what happened, the relevant dates and what you would like us to investigate or resolve. An initial complaint does not need a full credit report or identity document.

Please do not send passwords, PINs, one-time passwords, payment-card credentials or unnecessary sensitive documents. Where supporting evidence is needed, we will explain the appropriate submission method and any proportionate identity or authority verification. Our privacy notice explains how information is handled.

We record your concern, identify the service or transaction involved, review the relevant information and tell you whether more information is needed. We communicate the next step and a reasonable expected response time for the circumstances. Where the matter takes longer, we explain the delay and provide an update rather than promising a bureau, creditor or court outcome we cannot control.

Our response explains the findings and any proposed correction, refund or other action. A billing or cancellation concern is considered against the service terms and refund arrangements and the rights that apply to your transaction.

When you disagree with the response, reply through the same channel and ask for management review, identifying the part that remains unresolved. We will arrange further review by an appropriate person and explain the outcome. A complaint is not an agreement to additional paid work.

Our internal process does not suspend a statutory deadline or take away an external remedy. For privacy matters, the privacy rights and regulator information explain the Information Regulator route. For a credit-bureau reporting dispute, the relevant bureau's dispute process and, where applicable, the National Credit Regulator may be relevant. For consumer-service concerns, the National Consumer Commission provides information on its complaint process and jurisdiction. An appropriate ombud, tribunal or court may also have jurisdiction, depending on the issue. These links do not imply an affiliation or guarantee that a particular body can determine every complaint.

Debt-review concerns

A concern about SA Credit Clear's service can be raised through this complaints process. Questions about a debt counsellor's conduct, a disputed application or a clearance certificate may require a different external route. See the guidance for a listing you did not knowingly apply for and clearance-certificate questions. You may approach the relevant regulator or competent tribunal without first purchasing our service or waiving your rights.

Prescribed-account concerns

Consumers may use the relevant bureau’s free challenge process and, where appropriate, another competent forum. Our prescribed-account page explains possible next steps. Complaints about SA Credit Clear remain subject to this page.