The Consumer
Channels for consumer complaints
● Consumers have the right to be heard
○ You need to protect yourself
● Consumers have the right to redress
○ If a product is not to your satisfaction you should receive compensation
○ The product can be fixed, replaced or you can get a refund
● Consumers, dealers, sellers and manufacturers benefit from responsible
consumer behaviour
● Consumers have the right and duty to express their dissatisfaction so the issue
can be resolved properly
● Try to avoid complaints by making informed choices
How to avoid complaints by buying wisely
● Research the product
● Do not make hasty decisions
● Read guarantees before you buy
● Buy the best quality you can afford
● Buy goods bearing the symbol of the South African Bureau of Standards (SABS)
● Do not sign a contract unless you have read the small print
● Do not send mail-order money to an unknown person or company
Channels for consumer complaints available in South Africa
Dealers and manufacturers
● If you have genuine cause for complaint it is important to go back to the place of
purchase (dealer)
● Most dealers have a consumer service section
● You will have no problem exchanging a product if you have proof of purchase
● The dealer should exchange the goods
● If it is not delivered to their satisfaction they are entitled to redress
● The manufacturer can be contacted if the dealer can’t resolve the complaint
● Products come with a warranty
● It is connected to a specific time period and conditions
● If a product becomes faulty the manufacturer should repair it for free
● A consumer has no right to complain if he changes his mind about a purchase
Consumer Organisations
,Institutions or advocacy groups that represent consumers interests and protect them
from abuse from business or public entities
● They give advice to consumers about handling complaints
● Ensure organisations comply with specific regulations
● Promote and enforce consumer rights
● Investigate reports of breaches of regulation
● Press the government for changes to the law to protect consumers further
● Represent consumer interests in committees in consumer groups or court
● Identify trading practices that are against consumer interests
● Educate consumers and spread information about consumer rights and
responsibilities
● Protect consumers against abusive and unfair business practices
● Do independent comparative surveys and tests on different companies’ products
and services to give consumers useful information
National and provincial government bodies including SABS
Government consumer organisations
● The Department of Trade and Industry (the DTI) is the government department
responsible for creating and enabling an economic environment in South Africa
by implementing fair, transparent and predictable business regulations
● It relies on a group of institutions such as the
○ National Consumer Commission
○ National Credit Regulator
○ National Consumer Tribunal
○ South African Bureau of Standards
The National Consumer Commission
● In 2011 the NCC became operational
● It’s a governmental entity in terms of the Consumer Protection Act
● The NCC protects consumers against unfair business practices through complaint
resolution, investigations, prosecutions, education and compliance programme
● It is done by
○ Promoting the spirit of fair trade
○ Educating consumers about their rights and responsibilities
○ Resolving complaints quickly and effectively
○ Investigating and resolving matters relating to unfair business practices
○ Conducting research into the market to identify issues
○ Referring matters to the tribunal for consideration
● Consumers who feel that their rights have been violated may lodge complaints
with the NCC
, The National Credit Regulator
● Established under the National Credit Act
● Responsible for the regulation of the South African credit industry
● Ait carries out education, research, policy development, registration of industry
participants, investigation of complaints and ensuring the enforcement of the Act
● The Act requires the Regulator to promote the development of an accessible
credit market, particularly to address the needs of disadvantaged people, low-
income people and isolated communities
● The NCR also registers credit providers, credit bureaux
Provincial Consumer Affairs Offices
● Also called the offices of the Consumer Protector
● Established under the DTI
● They advise consumers about problems and provide consumers with protection,
education and information
● Each province has a consumer protector and consumer court
● The consumer protector investigates unfair business practices and presents them
before the consumer court
● The Consumer Affairs Office intervenes with disputes over contracts, quality of
products or services
The South African Bureau of Standards (SABS)
● SABS is responsible for standardisation of products
● Standards aim to protect human health and safety and the environment
Non-government consumer organisations
Consumer organisations- NCF, SANCU
The National Consumer Forum
● A non-profit organisation that protects and promotes consumer rights and
interests in South Africa
● The NCF aims to
○ Monitor and raise consumer issues
○ Inform and generate an opinion
○ Increase consumers influence in the marketplace
○ Protect and promote consumer rights and interests in South Africa
○ Assert the right of all consumers to a wholesome environment and good quality
products
○ Ensure that consumer rights are expressed in consumer policy
Channels for consumer complaints
● Consumers have the right to be heard
○ You need to protect yourself
● Consumers have the right to redress
○ If a product is not to your satisfaction you should receive compensation
○ The product can be fixed, replaced or you can get a refund
● Consumers, dealers, sellers and manufacturers benefit from responsible
consumer behaviour
● Consumers have the right and duty to express their dissatisfaction so the issue
can be resolved properly
● Try to avoid complaints by making informed choices
How to avoid complaints by buying wisely
● Research the product
● Do not make hasty decisions
● Read guarantees before you buy
● Buy the best quality you can afford
● Buy goods bearing the symbol of the South African Bureau of Standards (SABS)
● Do not sign a contract unless you have read the small print
● Do not send mail-order money to an unknown person or company
Channels for consumer complaints available in South Africa
Dealers and manufacturers
● If you have genuine cause for complaint it is important to go back to the place of
purchase (dealer)
● Most dealers have a consumer service section
● You will have no problem exchanging a product if you have proof of purchase
● The dealer should exchange the goods
● If it is not delivered to their satisfaction they are entitled to redress
● The manufacturer can be contacted if the dealer can’t resolve the complaint
● Products come with a warranty
● It is connected to a specific time period and conditions
● If a product becomes faulty the manufacturer should repair it for free
● A consumer has no right to complain if he changes his mind about a purchase
Consumer Organisations
,Institutions or advocacy groups that represent consumers interests and protect them
from abuse from business or public entities
● They give advice to consumers about handling complaints
● Ensure organisations comply with specific regulations
● Promote and enforce consumer rights
● Investigate reports of breaches of regulation
● Press the government for changes to the law to protect consumers further
● Represent consumer interests in committees in consumer groups or court
● Identify trading practices that are against consumer interests
● Educate consumers and spread information about consumer rights and
responsibilities
● Protect consumers against abusive and unfair business practices
● Do independent comparative surveys and tests on different companies’ products
and services to give consumers useful information
National and provincial government bodies including SABS
Government consumer organisations
● The Department of Trade and Industry (the DTI) is the government department
responsible for creating and enabling an economic environment in South Africa
by implementing fair, transparent and predictable business regulations
● It relies on a group of institutions such as the
○ National Consumer Commission
○ National Credit Regulator
○ National Consumer Tribunal
○ South African Bureau of Standards
The National Consumer Commission
● In 2011 the NCC became operational
● It’s a governmental entity in terms of the Consumer Protection Act
● The NCC protects consumers against unfair business practices through complaint
resolution, investigations, prosecutions, education and compliance programme
● It is done by
○ Promoting the spirit of fair trade
○ Educating consumers about their rights and responsibilities
○ Resolving complaints quickly and effectively
○ Investigating and resolving matters relating to unfair business practices
○ Conducting research into the market to identify issues
○ Referring matters to the tribunal for consideration
● Consumers who feel that their rights have been violated may lodge complaints
with the NCC
, The National Credit Regulator
● Established under the National Credit Act
● Responsible for the regulation of the South African credit industry
● Ait carries out education, research, policy development, registration of industry
participants, investigation of complaints and ensuring the enforcement of the Act
● The Act requires the Regulator to promote the development of an accessible
credit market, particularly to address the needs of disadvantaged people, low-
income people and isolated communities
● The NCR also registers credit providers, credit bureaux
Provincial Consumer Affairs Offices
● Also called the offices of the Consumer Protector
● Established under the DTI
● They advise consumers about problems and provide consumers with protection,
education and information
● Each province has a consumer protector and consumer court
● The consumer protector investigates unfair business practices and presents them
before the consumer court
● The Consumer Affairs Office intervenes with disputes over contracts, quality of
products or services
The South African Bureau of Standards (SABS)
● SABS is responsible for standardisation of products
● Standards aim to protect human health and safety and the environment
Non-government consumer organisations
Consumer organisations- NCF, SANCU
The National Consumer Forum
● A non-profit organisation that protects and promotes consumer rights and
interests in South Africa
● The NCF aims to
○ Monitor and raise consumer issues
○ Inform and generate an opinion
○ Increase consumers influence in the marketplace
○ Protect and promote consumer rights and interests in South Africa
○ Assert the right of all consumers to a wholesome environment and good quality
products
○ Ensure that consumer rights are expressed in consumer policy
