Choosing a registered debt counsellor you can actually trust

A debt counsellor is not a debt counsellor unless they've made your situation worse, not better. That sounds harsh, but it matters because the wrong one will lock you into a payment plan you can't sustain, hide behind jargon when you ask direct questions, or drag out the process while collecting fees. The right one tells you upfront whether debt review will actually help, what it will cost you in money and time, and what happens if you can't keep up.

The gap between a registered counsellor who's competent and one who's just licensed is wide. Registration with the National Credit Regulator means they've passed a baseline test; it doesn't mean they're good at their job or that they'll act in your interest. You're choosing someone to reshape your finances for the next few years, often at a point when you're stressed and tired of the phone calls. That's exactly when you need someone clear-headed and honest, not someone chasing commission.

Registration and actual accountability

Start with the NCR register—that's non-negotiable—but don't stop there. Ask for their registration number and verify it yourself on the NCR website. A counsellor who hesitates or fumbles this is signalling they may not be current. Once you've confirmed they're listed, ask whether they carry professional indemnity insurance and who their professional body is. If they're vague, they're hiding something.

The next layer is track record. How long have they been practising debt counselling specifically, not just financial advice? Have they handled cases like yours—same industry, same debt size, same creditor types? A counsellor who specialises in helping small business owners navigate debt review is sharper on cash flow reality than one who treats all cases as identical. Ask for a reference from a client in a similar position. If they won't give you one, walk.

How they talk to you in the first conversation

A trustworthy counsellor will spend at least 30 to 45 minutes on your first call without charging you. They'll ask specific questions: your monthly income, whether it's stable, which creditors you're dealing with, whether any have already sent letters. They won't jump straight to "debt review is your answer." Instead, they'll explain the three or four options available to you—formal debt review, informal agreement with creditors, debt consolidation, or in some cases walking away from certain debts—and why one might suit you better than the others.

Pay close attention to how they explain fees. The National Credit Act restricts what they can charge, but many counsellors structure their fees in ways that feel invisible. They should tell you the total cost upfront, break it down by phase (application, arrangement, ongoing), and explain what you're paying for at each stage. If they talk around cost or say "it depends," ask them to give you a worst-case and best-case scenario in rand. Then compare that against what you'll save by entering a formal arrangement.

Trust your gut on transparency. A counsellor who answers your questions directly, admits what they don't know, and doesn't oversell debt review as a miracle cure is worth working with. One who pressures you, uses scare tactics about creditors, or speaks down to you when you're asking for clarity is not.

The speed and communication test

Debt review moves at a fixed pace—the counsellor can't hurry the NCR or your creditors—but they can hurry their side. A strong counsellor gets your application submitted within two weeks of your meeting, keeps you updated via the channel you prefer (WhatsApp, email, call), and explains every delay. They don't ghost you or make you chase them for updates.

Before you commit, ask them how they handle problems. What happens if a creditor disputes the proposed payment, or you lose your job three months in? Do they renegotiate? Do they charge for that? A counsellor who has a clear answer, even if it costs you, is more reliable than one who waves the question away.

The right fit will feel like someone on your side, not someone selling you a product. Strove's verified counsellors have been through a vetting process that includes these checks, so you can start your search there if you want to skip ahead.