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Language policy

1. Introduction

CreditBar (Pty) Ltd (“CreditBar”, “we”, “us”, or “our”) is committed to communicating with consumers in a language that they understand, to the extent required by the National Credit Act 34 of 2005 («NCA»), the National Credit Regulations and applicable directives issued by the National Credit Regulator («NCR»).

This Language Policy explains how consumers may select their preferred language for receiving statutory documents, notices and communications relating to their credit agreement.

This policy applies to all communications, documents, and disclosures issued by CreditBar to consumers, including digital and electronic communications.

CreditBar is committed to ensuring that all consumer communications are provided in plain and understandable language as contemplated in sections 63 and 64 of the NCA.

2. Available Languages

CreditBar currently provides its services and statutory documentation in the following official languages:

  • English
  • Afrikaans

We may, from time to time, introduce additional languages in response to client demand and regulatory requirements. Any such additions will be communicated on our Platform at https://creditbar.co.za.

3. Language Selection

Before entering into a credit agreement, consumers will be given an opportunity to select their preferred language from the languages made available by CreditBar. Your selected language will apply to:

  • All communications between you and CreditBar, including SMS, email, and in-app notifications;
  • Pre-agreement statements and quotations;
  • Credit agreements;
  • Account statements and settlement letters;
  • Any notices required under the NCA or other applicable law.

If you do not select a preferred language, English will be used as the default language of communication.

4. Right to Change Your Language Preference

You may change your preferred language at any time by:

  • Updating your language preference through your profile on the Platform; or
  • Contacting our support team at contact@creditbar.co.za or by calling
  • Contacting our Customer Support Centre telephonically.

Changes to your language preference will take effect within 2 (two) business days. Please note that documents already issued in a different language prior to the change will not be reissued automatically.

The updated language preference will apply to future communications only. Documents issued before the change will remain valid and will not automatically be reissued.

5. Legal documents

In accordance with section 63 of the National Credit Act, CreditBar will make statutory documents available in the consumer’s preferred language where that language has been adopted by CreditBar for business purposes.

Where CreditBar does not provide documentation in the consumer’s selected language, the consumer will be informed accordingly and the documents will be provided in English. CreditBar will, where reasonably practicable, explain the material terms and legal implications of the agreement in the consumer’s preferred language.

6. Compliance with the National Credit Act

This Language Policy is designed to comply with the requirements of the NCA, including but not limited to:

  • Section 63: Right to receive documents in an official language that the consumer reads or understands;
  • Section 64: Right to receive documents in plain and understandable language;
  • The National Credit Regulator’s guidelines on language and accessibility.

7. Accessibility

We endeavour to make all our communications clear, plain, and understandable, in compliance with Section 64 of the NCA. If you have difficulty understanding any document or communication from us, please contact our support team for assistance.

CreditBar will use reasonable efforts to explain documents and communications in a manner that the consumer understands, where reasonably practicable.

8. Staff Responsibility

CreditBar employees involved in customer onboarding, customer support, collections and credit administration must:

  • Record each consumer’s preferred language;
  • Communicate with consumers in that language where available;
  • Ensure statutory documents are issued in the selected language where practicable; and
  • Escalate any language-related complaints or concerns in accordance with the Company’s Complaints Handling Policy.

9. Record keeping

CreditBar will maintain records of each consumer’s selected language preference as part of the consumer’s profile. Such records will be retained in accordance with the Company’s Record Retention Policy and applicable legislation.

10. Language complaints

If a consumer believes that communications have not been provided in the selected language, or that any communication is not reasonably understandable, the consumer may lodge a complaint in accordance with CreditBar’s Complaints Handling Policy. CreditBar will investigate and respond to the complaint within the applicable internal timeframes.

11. Amendments

We reserve the right to amend this Language Policy from time to time to reflect changes in legislation, regulatory requirements or business operations.

The latest version of this Policy will be made available on the Platform and will become effective on the date of publication unless otherwise stated.

Your continued use of the Platform after such amendments constitutes acceptance of the updated Language Policy.

12. Contact Details

If you have any questions about this Language Policy or wish to change your language preference, please contact us:

Office 10, First Floor,
The Estuaries, Building 12
Oxbow Crescent, Century City
Cape Town
7441