Language Policy Statement

Our Commitment

Isandla Financial Services is committed to clear, inclusive, and multilingual communication with all clients and staff. We recognise that South Africa is a diverse, multilingual society, and we believe every client deserves to understand their loan agreement, their rights, and our services — in a language they are comfortable with.

The company maintains a fully integrated language support programme to ensure that every document can be translated as required by our clients. Our staff are equipped and available to assist with translation and communication support in any African language, ensuring inclusive, accurate, and culturally appropriate service delivery.

Languages Supported

We actively support communication in the following languages across all client-facing channels:

• English
• isiZulu
• Sesotho
• Xhosa
• Afrikaans

Where a client requires assistance in any other African language, our staff will make every reasonable effort to accommodate that request through direct assistance or escalation.

Communication Channels

Clients may contact Isandla Financial Services in their preferred language via:

• SMS and WhatsApp — dedicated cellphone numbers are available for client contact
• Phone calls — multilingual staff are available during branch hours
• Written correspondence — letters, emails and loan documentation
• In-branch — personal assistance at The Avenue Mall, Springs

As part of our commitment to accessible communication, we have implemented dedicated cellphone numbers that allow clients to contact us via SMS or WhatsApp in any of our supported languages. All client interactions on these channels are conducted in our approved languages to ensure accessibility and clarity.

Client Experience & Feedback

Feedback from clients has been overwhelmingly positive, with most indicating full understanding of documents, queries, and general communication. On the rare occasion where a query remains unresolved or further clarity is needed, our frontline staff proactively follow up with a phone call to assist the client directly.

This initiative has strengthened our commitment to linguistic inclusivity and client engagement, and we continue to monitor its impact as part of our broader language policy framework.

Staff Training & Support

All staff receive training to help them understand the importance of inclusive language and effective multilingual communication. Staff are trained to:

• Identify and respond sensitively to language barriers
• Provide or arrange translation support when required
• Escalate queries to a more senior staff member where language complexity demands it
• Ensure all documentation is explained clearly before any client signs

Policy Implementation Process

Living Document

This policy is a living document and will be continuously monitored, reviewed, and updated to meet evolving client needs and regulatory expectations. It is reviewed at least annually, or whenever there is a material change in client demographics, regulatory requirements, or available communication channels.