Consumer Rights

Back to National Credit Act

Consumers have the right to:

• Apply for credit
• Request reasons for credit being refused
  • Credit providers may refuse credit:
    • The refusal must be based on reasonable commercial grounds
    • Consumer has the right to request reasons for the decline
      • Credit provider must provide the dominant reason for the decline in writing (with credit bureau details if decline was a result of a failed score)

Consumers have the right to:

• Protection against discrimination
  • Credit providers may not discriminate against any applicant on the grounds set out in Section 9(3) of the Constitution including:
    • Race, colour, ethnic or social origin, culture, language or birth
    • Gender or sexual orientation
    • Marital status, age or disability
    • Religion or beliefs

Consumers right to receive documents:

• All required documents must be delivered to the consumer
  • In the prescribed manner
  • Via more than one of the following mechanisms:
    • In person at the credit provider’s business premises
    • At any location chosen by the consumer
    • Ordinary mail
    • Fax
    • Email
    • Printable web page

Consumers right to receive documents:

• Original copy of documents
  • At no charge
• On written request:
  • Within 1 year; single replacement copy without charge
  • Any other replacement copy, subject to regulated search and production fees

To confidentiality:

• Consumers have a right to the confidentiality of their information being protected by anyone who:
  • Receives, complies, retains or reports on it

• Information can only be used
  • For purposes as permitted or required by the Act

• Information can only be released
  • To the consumer
  • To another person (3rd party); if directed by the consumer, Tribunal and if permitted by the Act.