Circular 3 of 2025 - NCR Updated Contact Details

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Number 3 | June 2025
NCR
UPDATED
CONTACT DETAILS
CIRCULAR 03 OF 2025
In a continuous endeavor to improve service delivery, the National Credit Regulator (NCR) would like to notify the credit industry of the latest contact details of various departments within the NCR. All registrants of the NCR are requested to make use of the details provided below to ensure that queries and complaints are attended to expeditiously and efficiently. In instances where a dedicated email address is provided, please direct your query or request or complaint to the specified dedicated email address andNOT directly to personal email addresses. The personal e-mail addresses provided in cases where a dedicated email address exists are strictly for escalations in absence of a response within the allocated turnaround time. Should this not be adhered to, please note that your email will not be attended to at all. To avoid delays, queries/requests/complaints must not be sent to email addresses of all NCR contacts mentioned herein but should be directed to a specific NCR official. Your attention is drawn to the following details:

1. DEPARTMENT: DEBT COUNSELLING
   Mandate of the department: To monitor compliance of debt counsellors (DCs) and payment distributions agents (PDAs) and handle all Debt Help System (DHS) related queries.

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SERVICE EMAIL ADDRESS CONTACT NUMBERS TURNAROUND TIMES ESCALATION DHS related queries (E.g. queries relating to transfers, access to DHS), reinstatement queries and amending of joint profiles/application). ADondashe@ncr.org.za OR KMaupa@ncr.org.za OR CMoroane@ncr.org.za OR RMzankomo@ncr.org.za 5 business days Qhamani Loni QLoni@ncr.org.za 011 554 2715 OR Alex Holtzhausen AHoltzhausen@ncr.org.za 011 554 2811 DHS status code update requests (Please refer to Circular 02 and 03 of 2022 for more details on the requests to be channeled to this mailbox) DHSupdates@ncr.org.za 011 554 2600 7 business days Qhamani Loni QLoni@ncr.org.za 011 554 2715 OR Alex Holtzhausen AHoltzhausen@ncr.org.za 011 554 2811 Submission of Form 41 & 42 by DCs in terms of regulation 69. DCreturns@ncr.org.za 011 554 2691 5 business days Lebogang Mosupye LMosupye@ncr.org.za 011 554 2691 DC Monitoring Officers (Assist with compliance related queries, practical application queries and should be copied on compliance monitoring responses) TMakhaya@ncr.org.za OR MPhoshoko@ncr.org.za OR PSongo@ncr.org.za OR SChetty@ncr.org.za OR PMofokeng@ncr.org.za OR LMakokotlela@ncr.org.za 5 business days Qhamani Loni QLoni@ncr.org.za 011 554 2715 OR Alex Holtzhausen AHoltzhausen@ncr.org.za 011 554 2811 Debt counselling legal related queries LPage@ncr.org.za TVandergrijp@ncr.org.za 011 554 2802 011 554 2817 5 business days Lebogang Mosupye LMosupye@ncr.org.za 011 554 2691 Payment Distribution Agents' Queries Tnemahangala@ncr.org.za 011 554 2769 5 business days Vusi Gwebu VGwebu@ncr.org.za 011 554 2634 Number 3 | June 2025 011 554 2627 011 554 2659 011 554 2655 011 554 2629 011 553 2765 011 553 2600 011 554 2639 011 554 2738 011 554 2894 011 554 2600

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2. DEPARTMENT: CREDIT PROVIDER COMPLIANCE
Mandate of the department: To monitor compliance of credit providers (CPs) and alternative dispute resolution agents (ADRAs). SERVICE EMAIL ADDRESS CONTACT NUMBERS TURNAROUND TIMES ESCALATION Credit provider compliance related queries Submission of Reports MMashele@ncr.org.za PMaboya@ncr.org.za JShika@ncr.org.za TMatsimela@ncr.org.za Submissions@ncr.org.za adra@ncr.org.za 060 754 7038 060 754 7180 067 970 1002 060 754 7167 5 business days 3 business days Marcia Mashele MMashele@ncr.org.za 060 754 7038 Marcia Mashele MMashele@ncr.org.za 060 754 7038
3. DEPARTMENT: REGISTRATIONS
Mandate of the department: To register credit providers, credit bureaus, debt counsellors, payment distribution agents, alternative dispute resolution agents and reseller credit bureaus. In addition, the department is responsible for the annual renewal of registrations for all NCR registrants, updating the register of registrants (i.e., website contact details) and printing registration certificates and window decals for all NCR registrants. SERVICE EMAIL ADDRESS CONTACT NUMBERS TURNAROUND TIMES ESCALATION For registration related enquiries such as:

• Contact
  details changes/update
• Voluntary
  cancellation of registration
• Annual renewal of
  registration
  Registrations@ncr.org.za 011 554 2614 011 554 2619 Risuna Mabasa Rmabasa@ncr.org.za 011 554 2776 Sydney Ntimane SNtimane@ncr.org.za 011 554 2785 Tumelo Xhati TXhati@ncr.org.za 011 554 2806 Number 3 | June 2025 Alternative dispute resolution agent related queries 5 business days 10 business days 3 business days

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• Lapsing
  of registration
• Registration
  certificates, Renewal certificates, Branch addition & replacement
• Request for a list of
  NCR registrant
  5 business days
  5 business days
  Tumelo Xhati
  TXhati@ncr.org.za
  011 554 2806
  Desiree Ndaba
  DNdaba@ncr.org.za
  011 554 2614
  Evelyn Moleko emoleko@ncr.org.za 011 554 2600 Sydney Ntimane SNtimane@ncr.org.za 011 554 2785

4. DEPARTMENT: CALL CENTRE AND COMPLAINTS
   Mandate of the department: Attends to complaints from registrants and the public at large. In some instances, mediates between the consumer and the NCR’s registrants which consists of debt counsellors, credit providers, payment distribution agents, credit bureaus and alternative disputes agents. SERVICE EMAIL ADDRESS CONTACT NUMBERS TURNAROUND TIMES ESCALATION For email enquiries and complaints:

• Acknowledgment of
  receipt of the initial enquiry or complaint (Form 29) This acknowledgement
• Allocation of reference
  number after assessment of the enquiry and complaint complaints@ncr.org.za 0860 627 627 /011 554 2700 9 business days Mzwandile Hadebe MHadebe@ncr.org.za 011 554 2889 Mathoto Morige MMorige@ncr.org.za 011 554 2839 Mary Machitje MMachitje@ncr.org.za 011 554 2861 Number 3 | June 2025 3 business days

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5. DEPARTMENT: INVESTIGATIONS AND ENFORCEMENT
Mandate of the department: Responsible for investigating non-compliance with the National Credit Act (NCA) and taking the necessary enforcement action where necessary. SERVICE EMAIL ADDRESS CONTACT NUMBERS TURNAROUND TIMES ESCALATION Investigation related enquiries (strictly for matters under formal investigations as per
section 25 of the NCA)
Matters with an active case number at the National Consumer Tribunal IEdcomplaints@ncr.org.za (generic enquires) Enquiries where details of the official dealing with the matter have been communicated should be channeled to the allocated NCR official and where there is no feedback same can be escalated accordingly. Litigation@ncr.org.za 011 554 2600 0115542600 5 business days 5 business days subject to the necessary information being available. Douglas Musandiwa DMusandiwa@ncr.org.za Mapula Maepa MMaepa@thencr.org.za 0115542663

• Post reference number
  allocation
  JMolepo@ncr.org.za 011 554 2716 5 business days Ambani Mudau AMudau@ncr.org.za 011 554 2748 Nomasonto Mthembu NMthembu@ncr.org.za 011 554 2723 Number 3 | June 2025

6. DEPARTMENT: EDUCATION AND COMMUNICATION
   FURTHER INFORMATION
   Please contact Louise Page at LPage@ncr.org.za for more information. SERVICE EMAIL ADDRESS CONTACT NUMBERS TURNAROUND TIMES ESCALATION General Queries Media queries /media communication Requests for educational workshops and exhibitions Info@ncr.org.za Media@ncr.org.za Workshops@ncr.org.za 011 554 2727 011 554 2615 3 business days 1 business day 3 business days Rishana Singh RSingh@ncr.org.za 011 554 2600 Winnie Rabathata WRabathata@ncr.org.za 011 554 2600 Jimmy Golele JGolele@ncr.org.za 011 554 2600 Disclaimer:
   Number 3 | June 2025
   Mandate of the department: To raise awareness and educate the general public on the provisions of the NCA, consumer rights and obligations.