The National Credit Regulator (NCR) issued a Guideline on Credible Evidence for Disputed Credit Bureau Information (Guideline 005/2025) to all its registrants.
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The National Credit Regulator (NCR) has issued a new guideline aimed at improving how disputes over incorrect credit report information are handled.
Guideline 005/2025, titled “Credible Evidence for Disputed Credit Bureau Information”, was distributed to all NCR registrants to standardise the type of proof required when consumers challenge inaccuracies on their credit profiles.
The regulator said the move is intended to ensure disputes are treated fairly, consistently and in accordance with the National Credit Act.
Alongside the guideline, the NCR has released a consumer guide to help the public better understand the dispute process. The guide outlines when and how to lodge a dispute, what evidence credit bureaus and providers must supply, how investigations are conducted, and what steps consumers can take if they are dissatisfied with the outcome.
Credit bureaus maintain records on all credit-active consumers in South Africa, and individuals are entitled to one free credit report per year from each registered bureau.
According to Lynnette de Beer, the NCR’s interim chief executive officer, the guideline reinforces consumers’ right to challenge incorrect information at no cost and clarifies that unsupported claims from data providers will not be sufficient.
Under the new rules, credit bureaus must temporarily remove disputed information from a consumer’s profile while an investigation is underway, provide copies of evidence used in their findings, and delete any information that cannot be supported by credible proof within 20 business days.
De Beer said the changes are designed to improve accountability in the credit reporting system and protect consumers from unfair treatment.
The guideline and the accompanying Consumer Guide are effective immediately and are available on the NCR’s website.
Consumers are encouraged to regularly check their credit reports and to lodge disputes with credit bureaus if they identify incorrect or outdated information.