Coronavirus Guidance and Support

The health and safety of our employees and customers is our top priority.

We are closely monitoring the COVID-19 situation, and are following the established health and safety protocols, as well all recommendations and guidelines set out by the World Health Organization (WHO).

These efforts include providing employees across all our offices with specific guidance on precautionary health measures, including remote working.

Experian continues to operate normally, and we will continue to meet our service levels as best we can for our customers and partners.

Experian South Africa has been classified as an essential service provider which gives us permission to operate during the South African lock-down period. Despite this, we have closed all of our physical offices in Johannesburg, Stellenbosch and Durban as we have all our employees set up and fully operational remotely.   

Business Continuity

Our Business Continuity Plans aims to ensure that there will be continuity of service with as little disruption as possible.

We are actively engaging with our partners to ensure a high level of service continuity in instances where we deliver together. Certain services provided by service providers who are under lockdown may be impacted, especially in circumstances where these providers are not submitting data during this time.

We are closely monitoring this and will communicate any material impact on our clients timeously.

At this time, we know you need stability and reliability; therefore, we have additional steps in place such as postponing service upgrades or changing programs, other than very critical security updates, to ensure that you can focus on your core business.

Customer Service

Experian's Customer Service Desk is currently working remotely during the Coronavirus epidemic and remain operational and accessible through the usual channels including email: ServiceDeskSouthAfrica@experian.com and telephone: 0861 Experian (3973 7426).

We remind you that during the normal working hours you can contact the Customer Service Desk via email which avoids waiting in the case of an exceptional peak in inbound call activity.