Losing track of your debt counsellor can feel overwhelming, especially when you’re navigating the complexities of debt review. Whether it’s been years since you started the process, paperwork has gone missing, or life got in the way, not remembering or finding your debt counsellor’s details doesn’t mean you’re stuck. This article outlines practical steps to reconnect or move forward, explains why the National Credit Regulator (NCR) is your key ally, and shows how professional help can get you back on track toward financial freedom.

Understanding Debt Review and the Role of Your Debt Counsellor

Debt review, also known as debt counselling, is a legal process under the National Credit Act (NCA) designed to help consumers who are over-indebted restructure their debts into affordable payments. A registered debt counsellor assesses your financial situation, negotiates with creditors for lower instalments, interest rates and extended repayment terms, and manages your monthly instalments to protect your assets from repossession.

Your debt counsellor is the central figure in this process—they handle communications with credit providers, ensure payments are distributed correctly, and guide you toward a clearance certificate once your debts are settled. If you’ve misplaced their contact information or can’t recall their name, it’s not the end of the road. With the proper steps, you can resolve this efficiently.

Step-by-Step Guide: What to Do If You Can’t Find or Remember Your Debt Counsellor

Don’t panic—follow these actionable steps to locate your debt counsellor or get the assistance you need. All debt counsellors must be registered with the NCR, so official channels are your best resource.

Start by reviewing what you already have:

1. Check Your Personal Records:
   • Look through old emails, bank statements, or paperwork: Check for references to your debt counsellor, such as payment confirmations, Form 16 (application for debt review), or court orders. These often include the counsellor’s name, NCR registration number (e.g., NCRDC followed by digits), and contact details.
2. Contact the National Credit Regulator (NCR)
   The NCR oversees all debt counselling in South Africa and maintains a comprehensive database of registered (and even deregistered) debt counsellors. They can help identify your counsellor using your personal details, like your ID number or debt review reference.
   How to contact the NCR:
   • Phone: Call 0860 627 627 (toll-free) or 011 554 2700 for general inquiries. Have your ID number ready, as they’ll need it to search their records.
   • Email: Send your query to info@ncr.org.za or complaints@ncr.org.za if you suspect issues with your process.
   • Website: Visit the NCR’s official site at www.ncr.org.za and use their “Register of Registrants” search tool under the Debt Counsellors section. Search by name, province, or NCRDC number. The NCR will provide your counsellor’s details or advise on next steps, such as transferring to a new registered counsellor if yours is unresponsive or deregistered. This process protects your rights under the NCA.
3. Reach Out to Credit Providers or Associations
   If the NCR points you to your counsellor, but they’re unreachable:
   • Contact your creditors directly: Banks or lenders (e.g., via their debt review departments) often have records of your assigned counsellor and can share basic details.
   • Check debt counselling associations: Organisations like the Debt Counsellors Association of South Africa (DCASA) or the National Debt Counsellors’ Association (NDCA) maintain member directories. Visit www.dcasa.co.za or www.ndca.org.za to search for registered professionals. They can also mediate in the event of a dispute
4. Consider Transferring to a New Debt Counsellor
   If reconnecting proves impossible, you may need to transfer:
   • A new registered debt counsellor can take over your file, but you’ll need to settle any outstanding fees from the previous one
   • Reach out to a registered debt counsellor for a consultation to assess your situation, reinstate your review if needed, and ensure continuity without penalties.

Why Acting Quickly Matters

Delaying action can lead to complications like accruing interest, creditor actions, or damage to your credit score. By contacting the NCR promptly, you maintain your debt review protection and avoid legal issues. Debt review isn’t a trap—it’s a tool for recovery, and registered professionals are committed to ethical, transparent support.

Take Control of Your Debt Journey

If you’re feeling lost, act today. Start with your records, contact the NCR, or consult a registered debt counsellor for advice. With the proper support, you can navigate this challenge and continue your journey toward financial stability.