Language Policy
1. Introduction
Kredio (Pty) Ltd (“Kredio”, “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 Kredio to consumers, including digital and electronic communications.
Kredio 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
As a registered credit provider with the National Credit Regulator, Kredio has the responsibility of providing any required documentation under the NCA in at least 2 (two) official languages. Kredio provides its services, statutory documentation and communications in the following official languages:
- English (default and primary language of service, documentation, and communication);
- isiZulu (supported as an additional language for documentation and communication, provided on request).
English is the default language of service and documentation, ensuring consistency and broad accessibility. isiZulu is offered as an additional supported language, provided on request, to accommodate a significant portion of our customer base.
Requests for documentation or communication in other official South African languages will be considered on a case-by-case basis, subject to reasonable practicability, including factors such as demand, operational feasibility, and associated costs. Although Kredio will implement reasonable measures to ensure consumers understand the credit documents provided to them, it is unfortunately not practical to warrant that all requests for one or more of the other official languages will be supported.
3. Policy Implementation and Plain Language Requirement
This Policy applies to the following documentation and communications:
- Pre-agreement statements and quotations;
- Credit agreements;
- Legal / enforcement notices, such as those issued under section 129 or 86 of the NCA;
- System-generated communications such as emails and SMSs;
- General written correspondence from Kredio.
Kredio will provide all of the above documentation in English as the primary language of communication. Kredio will support the provision of the above documents, excluding any legal/enforcement notices, in isiZulu as well, on request. Legal or enforcement notices may be translated into isiZulu on request but shall always be issued in English.
Kredio will also ensure that, as far as practicable, all documentation is drafted in plain and understandable language to ensure accessibility for all consumers.
4. Marketing Materials
All marketing and advertising materials are provided in English only, as these materials are intended for general informational purposes and ordinarily do not communicate customer rights or obligations. Kredio does not consider it practical or cost-effective to translate all such materials into additional languages unless specifically requested by a customer.
Customers who require clarification or further information regarding any marketing or advertising content are encouraged to contact our support team, where multilingual assistance will be made available where reasonably practicable.
5. Customer Support in Supported Languages
Kredio partners with support/call centre providers whose staff are trained to communicate in multiple official languages, including isiZulu and other widely spoken South African languages, where feasible.
Language support may therefore extend to client-facing services, such as call centre support, where feasible. Customers are welcome to request verbal explanations of documents in their preferred language when contacting us, which will always be subject to operational feasibility and availability.
6. How to Request a Different Language
If you prefer to receive your documents in isiZulu or another supported language, please contact us through one of the following channels:
- Email: contact@kredio.co.za;
- Contacting our Customer Support Centre telephonically; or
- Updating your language preference through your profile on the Platform, where available.
Please note that documents already issued in a different language prior to your request will not be reissued automatically, and requests are subject to the practicability considerations set out in clause 2 above.
7. 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, to the extent that is reasonable having regard to usage, practicality, expense, regional circumstances and the balance of the needs and preferences of the population ordinarily served by Kredio;
- Section 64: Right to receive documents in plain and understandable language;
- The National Credit Regulator’s guidelines on language and accessibility.
8. 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.
Kredio will use reasonable efforts to explain documents and communications in a manner that the consumer understands, where reasonably practicable.
9. Staff Responsibility
Kredio employees involved in customer onboarding, customer support, collections and credit administration must:
- Record any consumer request for documentation or communication in isiZulu or another supported language;
- Communicate with consumers in that language where reasonably practicable;
- Ensure that legal/enforcement notices are always issued in English, with translation provided on request only; and
- Escalate any language-related complaints or concerns in accordance with the Company’s Complaints Handling Policy.
10. Record keeping
Kredio will maintain records of any consumer request for documentation or communication in a supported language as part of the consumer’s profile. Such records will be retained in accordance with the Company’s Record Retention Policy and applicable legislation.
11. Language complaints
If a consumer believes that a reasonable request for communication in a supported language has not been accommodated, or that any communication is not reasonably understandable, the consumer may lodge a complaint in accordance with Kredio’s Complaints Handling Policy. Kredio will investigate and respond to the complaint within the applicable internal timeframes.
12. 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.
13. Contact Details
If you have any questions about this Language Policy or wish to change your language preference, please contact us:
Email: contact@kredio.co.za
Platform: https://kredio.co.za
Registered address: 82 Tulip Gardens, 17 Langeveld Road, Vorna Valley, Midrand, Gauteng, 1686, South Africa