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Language policy

In terms of the National Credit Act, 34 of 2005

Updated: [11 December 2025]

1. Background and Mission

    Section 63 of the National Credit Act, 34 of 2005, as amended (“NCA”) provides that every consumer has the right to receive any document that is required in terms of the NCA 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 the person required to deliver that document. 

    Prime is committed to providing its services in a manner that is accessible and inclusive for the broadest possible range of South Africans. In line with the ethos and requirements of the NCA, Prime aims to ensure that all consumers are able to understand and engage with our products, services, and documentation. 

    As a registered credit provider with the National Credit Regulator, Prime has the responsibility of providing any required documentation under the NCA in at least 2 (two) official languages. 

    This policy accordingly intends to give effect to the right of the consumer set out in section 63 of the NCA as it pertains to credit agreements concluded with us and our approach to language accessibility of consumers reflecting our dedication to fair, transparent, and responsible lending practices in accordance with the spirit and provisions of the NCA.

    2. Available Languages

      Prime has committed to provide all core documentation and communications regulated under the NCA in the following official languages to promote accessibility and compliance: 

      • English (default and primary language of service, documentation, and communication)
      • isiZulu (supported as an additional language for documentation and communication)

      English is the default language of service and documentation, ensuring consistency and broad accessibility. isiZulu is offered as an additional supported language 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 Prime will implement reasonable measures to ensure consumers understand the credit documents provided to them, it is unfortunately not practical to warrant that all language requests in one more of the other official languages will be supported.  

      3. Policy Implementation and Plain Language Requirement

        This policy shall apply to the following documentation: 

        • 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 Prime. 

        Prime shall provide all the above documentation in English as the primary language of communication. Prime will support provision of the above documents excluding any legal/enforcement notices in isiZulu as well. Legal notices may be translated into isiZulu on request but shall always be issued in English. 

        Prime will also ensure, that as far as practical, all documentation will be 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. Accordingly, Prime 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 Customer Service Centre, where multilingual assistance will be made available where reasonably practicable.

          5. Customer Support and Client-Facing Services in Supported Languages

            Prime partners with call centre providers whose staff are trained to communicate in multiple official languages, including isiZulu, isiXhosa, and other widely spoken South African languages. 

            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:

              7. Accessibility of this Policy

                A copy of this Policy will be published on our website https://primeloans.co.za/ or a copy of this Policy will also be made available electronically, free of charge, to customers upon request.