National Credit Regulator updates departmental contact channels and escalation rules for industry queries and complaints

The National Credit Regulator (NCR) issued Circular 03 of 2025 updating the contact channels for multiple NCR departments and setting out how NCR registrants should route queries and complaints to support faster handling. Registrants are instructed to use dedicated departmental mailboxes where provided, rather than personal addresses, and to direct communications to the relevant service channel and a specific NCR official rather than emailing all contacts. Personal email addresses are positioned as escalation points only where there is no response within the stated turnaround time, with the circular warning that messages sent outside these rules may not be attended to. The updated channels cover Debt Counselling (including Debt Help System queries, status code updates, and submission of Forms 41 and 42 under regulation 69), Credit Provider Compliance (including report submissions and alternative dispute resolution agent matters), Registrations (including contact detail changes, cancellations, annual renewals, certificate-related requests, lapsing issues, and registrant lists), Call Centre and Complaints (including acknowledgment and reference number allocation for complaints), Investigations and Enforcement (including section 25 National Credit Act investigations and matters with active National Consumer Tribunal case numbers), and Education and Communication (general, media, and workshop requests), with turnaround times indicated per service.