The purpose of the FinChoice Language Policy is to provide guidelines in terms of language usage for document management, marketing practice and customer communication as part of FinChoice SA (Pty) and FinChoice Africa Ltd. In terms of the National Credit Act (NCA) (Section 63(1)), a consumer has the right to receive any required document in an official language that they can read or understand, to the extent that is reasonable having regard to usage, practicality, expense, regional circumstances and the balance of needs and preferences of the population ordinarily served by the person required to deliver that document. Therefore, and in accordance with the Act, FinChoice has made all documents and forms, as required by the NCA, available in English, Afrikaans, Zulu, Xhosa and Sesotho. Customers are able to select one of these language choices during their loan application process.
1. Documentation
1.1 Pre-Agreement Statement and Quotation
The Pre-Agreement Statement and Quotation used in the FinChoice lending process forms an integral part of the credit agreement and as such will be made available to customers upon entering into a credit agreement with FinChoice. Customers are able to choose from English, Afrikaans, Zulu, Xhosa or Sesotho as a preferred language for all their documents. All translated versions are also available for download on www.finchoice.com.
1.2 Loan Agreement and Statements
The loan contract and statement used in the FinChoice lending process forms an integral part of the credit agreement and as such will be made available to customers upon entering into a credit agreement with FinChoice. Customers are able to choose from English, Afrikaans, Zulu, Xhosa or Sesotho as a preferred language of communication for all their documents. All translated versions are also available for download on www.finchoice.com.
1.3 Terms and Conditions
FinChoice has made all documents and forms as required by the National Credit Act (NCA) available in English, Afrikaans, Zulu, Xhosa and Sesotho. Customers are able to select one of these languages as their preferred language of communication with FinChoice during their loan application process. In addition, customers will receive standard pre-printed Terms and Conditions relating to FinChoice loans in English and in Afrikaans, Zulu, Xhosa or Sesotho – depending on the customers indicated preference. Translated versions of the Terms and Conditions for FinChoice Loans are also available for download on www.finchoice.com.
2. Marketing and Advertising Materials
The FinChoice call centre has call centre agents that are fluent in the official languages of South Africa and are therefore able to interact with and assist FinChoice customers in their preferred home language as and when required. Furthermore, all FinChoice employees undergo thorough training on how to handle and respond to the queries that are most frequently asked by customers, thereby ensuring as far as possible that customers are ably assisted, both in respect of general and technical enquiries, in their preferred language when required.
Advertising material is printed in English only. The English used is plain, understandable English with the aim of ensuring customers have the best possible understanding of the FinChoice loan offer.