How the Credit Bureau Dispute Process Works in South Africa

Have you found incorrect information on your credit report and wondered how to get it corrected?

Credit Bureau Dispute Progress Tracker

Two quick choices will help you understand whether your dispute has started, is being investigated, has received a finding or may need follow-up. You do not need to enter your identity number, account number or contact details.

Your answers stay on this page. This guidance does not determine credit approval or legal validity.

You can continue reading the guidance below without answering these questions.

This is a procedural progress tracker, not a live credit-bureau case lookup. It does not transmit a dispute, determine whether information is inaccurate, calculate an official deadline, or guarantee deletion, a higher score or credit approval. The relevant primary credit bureau normally handles the dispute first, without a dispute fee. Under NCR Guideline 005/2024, its 20-business-day investigation period runs from receipt of a complete notification with the required supporting material; the challenged information should be masked while investigated (normally within five business days of complete receipt). Under section 72, a bureau must supply credible evidence supporting the challenged information or remove unsupported data; the December 2025 NCR guidance rejects bare confirmations without records. If dissatisfied after receiving the bureau's evidence, the consumer may apply to the NCR using Form 29 within 20 business days of receipt of that evidence. If the 20-business-day investigation period lapses without an outcome, retain proof of the bureau-first attempt and check NCR complaint eligibility. This tool is not legal representation and does not override urgent deadlines in other proceedings.

Your answers stay in this page and are not submitted or stored. This educational guidance does not determine legal validity, lender approval or an enforcement outcome.

For timing, verify when the bureau actually received a complete notification with the required supporting information. A reference, administrative acceptance or a selected 20-or-more-day band does not itself establish the start date or expiry. Check the actual applicable dates before alleging lateness or relying on an escalation window.

Perhaps your report contains an account you do not recognise, a loan appearing twice, an incorrect outstanding balance, or missed payments that you believe were recorded in error.

These problems can be frustrating, particularly when you are preparing to apply for credit or trying to understand your financial position.

In South Africa, section 72 of the National Credit Act 34 of 2005 gives consumers the right to challenge inaccurate credit information without paying for the investigation.

A registered credit bureau must investigate challenged information and seek credible evidence supporting its accuracy.

If the information cannot be supported by credible evidence, the applicable statutory provisions require its removal.

The process is regulated. You do not have to rely solely on informal requests to the credit provider.

This guide explains how to submit a formal credit bureau dispute, what happens during the investigation, how the 20-business-day period works, and when you may escalate an unresolved matter to the National Credit Regulator (NCR).

Credit bureau dispute process: at a glance

Stage	What happens	What you should keep
1. Identify the error	Find the exact account, entry or information you believe is inaccurate.	Credit report showing the disputed entry.
2. Submit the dispute	Contact the relevant credit bureau and provide the required information.	Submission confirmation and reference number.
3. Investigation	The bureau seeks credible evidence supporting the information.	Correspondence and any additional evidence submitted.
4. Outcome	The information may be substantiated, corrected or removed, depending on the evidence.	Written outcome and supporting evidence.
5. Escalation	If the dispute remains unresolved, an NCR complaint may be available.	Bureau reference, outcome and supporting documents.

The process is explained in detail below.

Step 1 — identify the bureau and exact information challenged

Before submitting a dispute, establish precisely what information you believe is inaccurate.

Credit bureaus maintain records relating to consumers’ credit agreements, repayment histories and other permitted credit information.

However, information held by one bureau may differ from information appearing on another bureau’s report.

You therefore need to identify which bureau holds the disputed record.

Obtain your credit report

Start by obtaining a current credit report from the relevant registered bureau.

Under section 72(1)(b) of the National Credit Act, consumers have the right to inspect their credit-bureau information without charge once during any 12-month period.

The Act also provides for a free inspection following a successful challenge, within a reasonable period, to confirm whether the information was corrected.

If you are comparing information across different bureaus, retain each report separately.

Record the date on which each report was generated.

Identify the specific error

Common credit-report disputes include:

Incorrect personal information

Your report may contain an incorrect identity number, address or other identifying detail.

Accounts that do not belong to you

A credit agreement may appear on your report even though you do not recognise the account.

This could involve incorrect account attribution or potential identity fraud.

Duplicate credit accounts

The same underlying credit agreement may appear more than once.

Incorrect payment histories

Your report may show missed payments, arrears or late-payment classifications that you believe are inaccurate.

Incorrect account balances

The outstanding balance reported to the bureau may differ from the creditor’s verified records.

Outdated information

Information may remain on your report beyond the applicable retention period or may reflect an outdated account status.

Incorrect judgments or public-record information

A judgment may be incorrectly attributed to you or reported with an inaccurate status.

Different disputes require different supporting documents.

For detailed guidance about particular problems, see:

• Unknown account on your credit report: what to do first
• Duplicate accounts on a credit report: how to check them
• Incorrect payment history on a credit report
• Credit report problems and disputes in South Africa

Be precise about what is wrong

A general statement such as "my credit report is incorrect" may make it difficult to investigate the complaint effectively.

Instead, identify:

1. The relevant credit bureau.
2. The credit provider or information supplier.
3. The account or entry being challenged.
4. The specific information that appears inaccurate.
5. The reason you believe it is incorrect.
6. The correction you are requesting.

For example:

"My credit report displays an outstanding balance of R35,000 for account reference ending 4567. I dispute this information because the creditor’s settlement confirmation indicates that the account was settled. Please investigate the reported balance and account status."

This example identifies a specific factual discrepancy.

It does not assume that a settlement automatically requires every historical record of the account to disappear.

Can you dispute accurate negative information?

Section 72 provides a process for challenging the accuracy of information.

It does not establish a general right to remove accurate information merely because it is unfavourable.

For example, a consumer who genuinely missed an instalment cannot automatically require the historical payment record to be deleted simply because the arrears were later settled.

The correct outcome depends on the information category, applicable retention rules and supporting evidence.

The purpose of a credit bureau dispute is accurate reporting, not the automatic removal of legitimate credit history.

Step 2 — submit the dispute and keep the reference number

Once you have identified the relevant bureau and disputed information, submit a formal challenge.

The NCR’s Guideline 005/2024 explains the procedures for submitting complaints relating to inaccurate consumer credit information.

Where should you submit the dispute?

The normal starting point is the registered credit bureau holding the disputed information.

According to the NCR’s guidelines, consumers may notify the relevant primary credit bureau through its recognised channels, including:

• Its official website.
• Its published email contact.
• Its telephone dispute channel.

Use the bureau’s current official contact details.

Avoid sending identity documents, credit reports or other sensitive personal information to unverified third parties.

What information should your dispute contain?

A properly prepared dispute should identify:

• Your name and the identification information required by the bureau.
• The relevant credit-report entry.
• The provider responsible for the information, if known.
• The exact information being challenged.
• Why you believe the information is inaccurate.
• The supporting documents available.
• The correction or verification requested.

The bureau may request identification documents, proof of address or further evidence to verify your identity and investigate the matter.

Submit sensitive information only through an appropriate, verified channel.

Example of a formal credit bureau dispute

Subject: Formal Dispute of Inaccurate Credit Information

I wish to challenge the accuracy of information appearing on my credit report.

Credit bureau: [Name]

Credit provider: [Name]

Account reference: [Masked account number]

Disputed information: [Describe the exact entry]

Reason for dispute: [Explain why the information appears incorrect]

Supporting evidence: [List relevant documents]

I request an investigation under section 72 of the National Credit Act and ask that credible evidence supporting the disputed information be provided. If the information cannot be substantiated, I request that the appropriate correction or removal be made.

Please provide a dispute reference number and confirm the date on which my complete dispute was received.

Why is the reference number important?

The NCR’s published procedure requires the credit bureau to provide a reference number following receipt of a complete dispute notification and the necessary supporting information.

Keep this reference.

It helps you:

• Identify the complaint during follow-up communications.
• Establish when the formal dispute was lodged.
• Track the investigation.
• Link additional evidence to the existing complaint.
• Support a later NCR complaint, if necessary.

Record the submission date and retain the original correspondence.

Does it cost money to dispute incorrect information?

No fee may be charged for the investigation of inaccurate credit information under the consumer’s rights in section 72.

You do not need to purchase a credit-repair service simply to exercise this statutory right.

However, consumers who need help understanding complicated records or preparing documentation may seek informed assistance.

The dispute investigation itself remains subject to the National Credit Act’s consumer protections.

Step 3 — the bureau investigates and seeks credible evidence

After receiving a valid dispute, the credit bureau must investigate the challenged information.

This is not merely an administrative request for a creditor to confirm that its existing listing is correct.

Section 72(3) requires reasonable steps to seek credible evidence supporting challenged information.

The NCR’s December 2025 guideline clarifies the type and quality of evidence required.

How long does the investigation take?

Regulation 20(2) provides a period of 20 business days for the steps required under section 72(3).

The NCR’s Guideline 005/2024 explains that the bureau’s dispute-resolution period runs from receipt of a complete notification, including the supporting information required to investigate the challenge.

Business days should not be confused with calendar days.

For practical purposes, record the date on which the bureau confirms that it has received your complete dispute.

If additional documents are requested, respond promptly and retain proof of submission.

What happens to the disputed information during the investigation?

Section 72(5) restricts the reporting of challenged information while the challenge remains unresolved.

The NCR’s December 2024 guideline requires the bureau to mask the challenged information as soon as possible and no later than five business days after receiving the challenge.

The December 2025 guideline also addresses temporary masking during investigations.

Masking means that the challenged information is temporarily withheld from ordinary reporting while its accuracy is investigated.

It does not mean the information has been permanently deleted.

It also does not establish that the underlying debt has been cancelled.

What is credible evidence?

The NCR’s Guideline 005/2025 identifies credible evidence as objective, reliable and verifiable information capable of supporting the accuracy of disputed credit information.

Relevant evidence may include:

• Credit agreements.
• Account statements.
• Transaction histories.
• Settlement confirmations.
• Court orders.
• Cession documents.
• Verifiable system records.
• Communications records.

The evidence must relate to the particular factual issue being challenged.

A general confirmation from a data supplier is not always sufficient.

The NCR’s guideline specifically explains that unsupported assertions do not meet the required standard of credible evidence.

What evidence is relevant to different disputes?

Type of dispute	Examples of relevant verification evidence
Account does not belong to consumer	Agreement, identity-verification records and account-origination information.
Duplicate accounts	Agreement numbers, creditor records, opening dates, balances and evidence establishing whether the facilities are separate.
Incorrect payment history	Creditor statements, payment transaction records and account-status information.
Settled account reported incorrectly	Settlement confirmation, creditor statements and account-closure records.
Incorrect judgment information	The relevant court order or official court extract.
Alleged fraudulent account	Application records, identity-verification evidence and other verifiable origination records.
Incorrectly linked information	Records demonstrating the factual basis on which the information was linked to the consumer.

The precise documents required depend on the dispute.

Who must find the evidence?

Consumers should provide relevant supporting information where available.

However, the NCR’s December 2025 guideline clarifies an important distinction:

The primary responsibility for locating credible evidence supporting disputed information lies with credit bureaus and data suppliers.

A consumer should not simply be expected to prove a negative where the information supplier has the underlying records.

For example, if a consumer disputes an unfamiliar loan, the bureau and relevant supplier must take reasonable steps to establish the factual basis for the listing.

The appropriate investigation may involve examining account-origination documents, identification records and transaction histories.

Can a bureau simply accept the creditor’s explanation?

The bureau must seek evidence appropriate to the dispute.

The NCR’s credible-evidence guideline requires objective records and rejects unsupported confirmation as an adequate substitute for verification.

If the creditor maintains that an account is correct, the supporting documentation should be capable of substantiating the information being challenged.

The investigation must address the actual discrepancy.

Step 4 — understand the possible outcomes

Once the investigation is completed, the bureau should communicate the result and address the disputed information in accordance with the National Credit Act.

There are several possible outcomes.

Outcome 1: the information is supported by credible evidence

The bureau may conclude that the disputed information is accurate.

For example, a consumer may dispute an arrears entry, but the creditor may provide transaction records establishing that the required instalment was not received by the relevant date.

If the disputed information is supported by credible evidence, the NCR’s guidelines provide for the information to be retained and unmasked.

The evidence supporting the conclusion must be provided to the consumer.

If you disagree with the evidence, review it carefully.

You may have grounds for further action if it does not establish the accuracy of the disputed information.

Outcome 2: the information is inaccurate and requires correction

The investigation may identify a factual error.

For example:

• An account was assigned to the wrong consumer.
• A payment was recorded against the wrong period.
• An account status was not updated correctly.
• A reported balance was inaccurate.

The appropriate correction depends on the nature of the error and the applicable reporting requirements.

Outcome 3: the information cannot be supported by credible evidence

Section 72(3)(b) addresses circumstances in which credible evidence cannot be found to support challenged information.

Subject to the Act’s applicable provisions, the information and its record must be removed.

This is different from removing information merely because it is disputed.

A dispute triggers verification.

The outcome depends on the evidence.

Outcome 4: only part of the disputed information is incorrect

An investigation may establish that the account itself is valid but that a particular field is inaccurate.

For example:

• The credit agreement is genuine.
• The creditor has correctly identified the consumer.
• The reported payment-history classification for one month is incorrect.

In that situation, the necessary correction may concern the payment-history field rather than the entire account.

The correction should address the verified inaccuracy without unnecessarily deleting accurate information.

Must other credit bureaus also be informed?

Regulation 20(3) provides that, where information is removed under section 72(3)(b), the credit bureau must inform:

• The consumer.
• Parties to whom the information was reported during the previous 20 business days.
• Other registered credit bureaus.

This notification obligation is important when inaccurate information has been shared beyond the bureau handling the original complaint.

After receiving confirmation, obtain updated reports where necessary to verify the position.

Can removed information reappear?

The NCR’s December 2025 guideline addresses safeguards against the re-insertion of information removed because it was inaccurate or unsupported.

It provides for controls intended to prevent re-insertion unless new credible evidence is subsequently obtained.

If information reappears, obtain the updated report and ask the bureau to explain the basis for reinstating it.

Retain the original dispute outcome.

Does a successful dispute guarantee a better credit score?

No particular score change follows automatically from every successful dispute.

Correcting inaccurate information may affect the data used in a credit assessment, but scoring models and other information in the report also matter.

In Melodi v Experian (Pty) Ltd and Another [2025], the National Consumer Tribunal ordered the removal of specified inaccurate credit information.

However, it did not grant the consumer’s request for a particular credit-score adjustment.

The primary objective of the statutory dispute process is accurate credit information.

What has the High Court said about the dispute process?

In TransUnion Credit Bureau v Nyoka [2016], the High Court considered the statutory procedure for challenging credit information.

The judgment recognised section 72 as providing a practical process for addressing inaccurate credit records.

The case concerned the particular information sought by the consumer and does not mean that every dispute involving a credit bureau is legally identical.

It nevertheless reinforces the importance of understanding and following the statutory dispute mechanism.

Step 5 — NCR escalation

If your dispute remains unresolved, or you disagree with the bureau’s evidence and findings, you may have grounds to approach the National Credit Regulator.

The NCR has statutory responsibilities for complaints involving alleged contraventions of the National Credit Act.

Its Guideline 005/2024 explains the process for escalating complaints concerning disputed consumer credit information.

When can you approach the NCR?

The ordinary sequence is:

1. Lodge the dispute with the relevant registered credit bureau.
2. Obtain the dispute reference number.
3. Allow the applicable 20-business-day investigation period.
4. Review the bureau’s response and supporting evidence.
5. Escalate the matter where the statutory requirements are met.

Section 72(4) specifically provides that a person may apply to the NCR within 20 business days after receiving a copy of the evidence supporting the challenged information.

This escalation period should not be confused with the bureau’s investigation period.

Two important timeframes

Timeframe	What it applies to
20 business days	The investigation and verification obligations under section 72(3), read with Regulation 20(2).
20 business days after receiving supporting evidence	The period specified in section 72(4) for approaching the NCR about contested information.

If the bureau has not resolved the dispute within its applicable investigation period, preserve evidence of the delay and check the NCR’s current complaints requirements.

Do not assume that all complaints have identical procedural circumstances.

How do you lodge an NCR complaint?

The NCR’s published guidance identifies Form 29 as the prescribed complaint-initiation form.

The form is available through the NCR’s official complaints section.

The NCR’s published credit-bureau dispute contact details include:

National Credit Regulator

• Website: https://www.ncr.org.za/
• Complaints information: https://www.ncr.org.za/index.php/departments/complaints
• Credit-bureau disputes email: creditbureaudisputes@ncr.org.za
• Call centre: 0860 627 627

Confirm the current submission requirements on the official website before sending documents.

What to include with a form 29 complaint where applicable

Prepare a clear factual account of the dispute.

The NCR’s guidelines identify the importance of including:

1. Consumer information

Provide the identification and contact information required by the prescribed form.

2. The credit bureau’s details

Identify the registered bureau responsible for the disputed record.

3. The dispute reference number

Include the reference issued by the bureau.

4. The disputed information

Explain the specific account, entry or field being challenged.

5. The reason for the complaint

Describe why you consider the information inaccurate or why the bureau’s handling of the challenge is disputed.

6. The steps already taken

Provide a dated summary of the original dispute, follow-up correspondence and responses received.

7. Supporting documents

Attach relevant credit reports, account records, payment evidence, correspondence and the bureau’s findings.

8. The outcome requested

Explain what you want investigated or corrected.

Where a representative submits a complaint on behalf of a consumer, the NCR’s official complaints page also provides for the relevant consent documentation.

Example of an NCR escalation summary

"I lodged a formal dispute with [credit bureau] on [date], reference [number], concerning [specific inaccurate information].

I supplied [documents] and requested verification of the disputed entry.

On [date], the bureau responded that [summarise its findings], or failed to provide a substantive response within the applicable period.

I remain dissatisfied because [identify the factual or procedural issue].

I request that the National Credit Regulator investigate the matter under the applicable provisions of the National Credit Act."

Use actual dates, records and correspondence.

Do not state that a bureau failed to produce evidence unless that reflects what happened.

Does an NCR complaint automatically remove the information?

No.

An NCR complaint does not automatically establish that the information is inaccurate or require its deletion merely because a complaint was submitted.

The NCR must assess the matter under its statutory powers and procedures.

The evidence and relevant legal requirements determine the appropriate outcome.

What if the dispute concerns a summons or court order?

A credit-bureau dispute should not be confused with a court process concerning the underlying debt.

For example, disputing the information shown on a credit report does not automatically suspend court deadlines or prevent a creditor from pursuing remedies otherwise available under the law.

If you receive a summons, judgment or enforcement document, the legal position must be assessed separately.

Where court representation becomes necessary, ConsumerLaws can refer you to an independent attorney within our affiliate network, who will assess your matter and handle the legal proceedings if instructed.

Dispute evidence checklist

Before submitting a dispute, use this checklist to confirm that your complaint is properly documented.

Evidence or action	Completed?
Obtain a current credit report from the affected bureau.	☐
Identify the exact entry or information being challenged.	☐
Record the account reference, creditor and reporting date.	☐
Explain why the entry appears inaccurate.	☐
Gather relevant agreements, statements or payment records.	☐
Preserve any settlement, closure or correction confirmations.	☐
Submit the dispute through the bureau’s verified channel.	☐
Obtain the bureau’s dispute reference number.	☐
Record the date the complete dispute was received.	☐
Preserve requests for additional information.	☐
Obtain the bureau’s written outcome.	☐
Request the credible evidence supporting a contested entry.	☐
Check the updated report for the necessary correction.	☐
Consider NCR escalation if the dispute remains unresolved.	☐
Keep a complete record of the complaint and its outcome.	☐

A practical dispute record

Use the following format to organise your documents.

Field	Your information
Credit bureau	[Name]
Credit provider or data supplier	[Name]
Account reference	[Masked reference]
Disputed information	[Description]
Reason for dispute	[Factual explanation]
Supporting documents	[List]
Date submitted	[Date]
Date complete dispute acknowledged	[Date]
Bureau reference number	[Reference]
Evidence requested by bureau	[Details]
Evidence supplied by provider	[Details]
Date of outcome	[Date]
Outcome	[Supported / Corrected / Removed / Unresolved]
Follow-up action	[Details]
NCR complaint reference, if applicable	[Reference]

This record can be useful if multiple credit bureaus display the same disputed information or if further investigation becomes necessary.

Frequently asked questions

Need help understanding a credit bureau dispute?

Credit-report problems are not always straightforward.

A consumer may receive different information from a credit provider and a credit bureau, struggle to identify the correct documents, or be unsure whether a reported account has been properly verified.

ConsumerLaws provides consumer credit consultancy to help consumers understand credit-report information and the dispute procedures available under the National Credit Act.

Our NCR-accredited consultants can assist you in identifying the disputed information, organising available evidence and understanding the appropriate next steps.

Request Informed Advice

If you are uncertain how to proceed with a credit bureau dispute, request informed guidance based on your circumstances and available documentation.

Learn more about our credit bureau dispute assistance.

Related ConsumerLaws guides

• Credit report problems and disputes in South Africa
• Unknown account on your credit report: what to do first
• Duplicate accounts on a credit report: how to check them
• Incorrect payment history on a credit report
• Paid-up account still showing on your credit report
• Understand your credit health across four credit bureaus