How it works

Member journey and service delivery

Member journey and service delivery
1

Access and consent

The member contacts the service, confirms eligibility, accepts the applicable terms and provides informed consent for the collection, use and authorised sharing of personal information.

2

Triage

The consultant identifies the member's objective, urgency and the appropriate unregulated support path or specialist referral.

3

General support

iDebt provides education, budgeting tools, document organisation, administrative assistance and progress tracking within the boundaries of this manual.

4

Specialist referral

Regulated or legal matters are transferred, with the member's consent, to the relevant registered, licensed or admitted provider. That provider contracts with and advises the member directly.

5

Follow-up and closure

iDebt may confirm whether the referral was received, record service-level information and close the case when the member's selected support journey is complete.

Data handling and confidentiality

Data handling and confidentiality

  • Only information reasonably required for the selected service may be collected.
  • Credit reports, identity information, income, expenses and debt information must be treated as confidential personal information.
  • Information may be shared with an employer, sponsor, creditor or third-party provider only where a lawful basis exists and the member has been properly informed. Individual case details should not be disclosed to an employer merely because the employer funds the benefit.
  • Third-party providers processing information on behalf of iDebt must be governed by written data-processing and confidentiality terms.
  • Records must be secured, retained only for an authorised period and deleted or de-identified when no longer required, subject to legal and evidential retention needs.

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Experiencing problems?

Please contact iDebt Support on 010 158 4975 or via e-mail on support@loyaltysupportservices.co.za.