CONSUMER PROTECTION NOTICE

Ensuring Fair Treatment and Data Accuracy

1. Our Commitment to You

At J-Cred (operated by KTO Digital (Pty) Ltd), we acknowledge that the information we process has a significant impact on your economic life. We are fully committed to protecting your rights as a consumer in accordance with the National Credit Act 34 of 2005 (NCA), the Consumer Protection Act 68 of 2008 (CPA), and the Protection of Personal Information Act 4 of 2013 (POPIA).

This notice explains your rights regarding the information we hold, how you can access it, and how you can correct it if it is wrong.

2. Your Rights as a Consumer

Under South African law, you have specific rights regarding your credit and personal information:

A. Right to Access Your Information

  • You are entitled to one free credit report per year from every registered credit bureau.
  • You may request your report from us at any time to verify the accuracy of the data we hold.
  • If you have already used your free annual report, you may request additional reports for a nominal fee prescribed by the NCA (currently R20.00, subject to change).

B. Right to Challenge and Dispute Information

  • If you believe any information on your J-Cred profile is inaccurate, incomplete, or outdated, you have the right to lodge a dispute.
  • Once you lodge a dispute, we are legally required to:
    1. Mark the information as “In Dispute” immediately.
    2. Investigate the matter within 20 business days.
    3. Remove the information if credible evidence is not provided to support it.

C. Right to Notification of Adverse Listings

  • Before a credit provider or service provider can list an “adverse” or “default” record against your name, they must provide you with 20 business days’ written notice.
  • If this procedure was not followed, you have the right to have the listing removed.

D. Right to Privacy and Consent

  • Your data may only be accessed for prescribed purposes (such as credit assessment, fraud prevention, or employment checks).
  • In most cases, a user (such as a landlord or credit provider) must obtain your explicit consent before accessing your report via J-Cred.

3. How to Lodge a Dispute

If you find an error on your report, please follow this procedure to ensure a quick resolution:

Step 1: Gather Evidence

Collect documents that prove the error (e.g., proof of payment, a paid-up letter, or a court order rescinding a judgment).

Step 2: Submit a Dispute Form

Request our form on https://j-cred.co.za/support/ and email it to legal@kto.co.za with your supporting documents.

  • Subject Line: “Dispute Request – [Your ID Number]”

Step 3: Investigation

We will acknowledge receipt within 48 hours. We will then contact the source of the data (e.g., the credit provider) to verify the accuracy. They have 20 business days to respond.

Step 4: Outcome

  • If the data is incorrect: We will remove or update it immediately and notify you.
  • If the data is verified as correct: We will provide you with the evidence supplied by the source.

4. Data Retention Periods

We retain consumer credit information only for the periods prescribed by the National Credit Act. Once these periods expire, the data is automatically expunged.

Type of InformationRetention Period
Enquiries (Who searched your profile)1 Year
Payment Profile (Monthly payment history)5 Years
Adverse Classifications (Defaults/Slow Payer)1 Year
Judgments5 Years (or until rescinded/paid up)
Administration Orders10 Years
Sequestrations10 Years (or until rehabilitated)
Rehabilitation Orders5 Years

5. Escalating Your Complaint

If you are unsatisfied with how J-Cred has handled your query or dispute, you have the right to escalate the matter to the relevant industry ombud or regulator.

1. Credit Information Ombud

(For disputes regarding credit information that we could not resolve)

  • Website: www.creditombud.org.za
  • Phone: 0861 66 28 37
  • Email: ombud@creditombud.org.za

2. National Credit Regulator (NCR)

(The regulatory body for all credit bureaus)

  • Website: www.ncr.org.za
  • Phone: 0860 627 627
  • Email: complaints@ncr.org.za

3. National Consumer Commission (NCC)

(For general consumer protection issues)

  • Website: www.thencc.org.za
  • Phone: 012 428 7000

6. Contact Us

For any consumer protection queries, please contact our Compliance Department directly.

  • Information Officer: The CIO
  • Email: legal@kto.co.za
  • Phone: +27 10 224 0589
  • Physical Address: Unit 16 No.526 16th Road Constantia Square Office Park Randjespark Gauteng 1685