CHANNELS FOR CONSUMER COMPLAINTS:
Thousands of people face consumer problems daily. These are due to either bad service
or poor-quality products. As a result, consumers lose millions or Rands every year
Consumers have the right to be heard (or complain); we should use this as an
instrument to protect ourselves.
Consumers have the right to redress. This means that if any 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
behavior. To improve products and services, the seller and manufacturer must receive
feedback from their customers.
When consumers are dissatisfied with a product or service, they have the right, duty,
and responsibility to express their dissatisfaction to the dealer or the manufacturer, so
that the issue can be resolved satisfactorily.
Consumers should try to avoid complaints by making informed choices
How to avoid complaints by buying wisely:
- Find out as much as possible about a product or service before you make your decision.
Misunderstandings could lead to mistakes
- Do not make a hasty decision: think about your purchase carefully. Compare prices at
various stores
- Investigate guarantees carefully before you buy.
- Buy the best quality you can afford. Give preference to goods carrying the symbols of
the SABS.
- Do not sign a contract unless you have read the small print carefully and made sure you
understand it.
Channels for consumer complaints available in SA:
Dealers and manufacturers:
The first port of call is the dealer or manufacturer.
If a consumer believes he has a genuine complaint, it's important to go straight back to
the place of purchase (dealer) as soon as the fault is discovered.
Most dealers (shops & businesses') have a consumer service section and are very
reasonable if a consumer wants to return goods.
A consumer should have no problem exchanging a product, especially if he has proof of
purchase in the form of a sales slip or receipt and the goods are still in their original
condition. Many places also require the original packaging.
Some products, such as electrical appliances or Clothing, may only reveal problems once
they have been used or worn.
If the consumer followed the use and care Instructions, the dealer should exchange the
goods.
If consumer Is paying for a service and it’s not delivered to his satisfaction, he is entitled
to redress.
, The manufacturer of the goods can be contacted if the dealer can't resolve the
complaint satisfactorily.
Many products come with a warrantee or a guarantee which is always linked to a
specific period and condition.
Should product become faulty, the manufacturer should repair it free of charge
A consumer has no right to complain if he simply changes his mind about the purchase
Consumer organizations:
- If the complaint is not resolved with the dealer or manufacturer, a consumer
organization can be contacted, such as:
South African National Consumer Union (www sancu.co.za)
National Consumer Forum (www.ncf.ora.za)
The south African national consumer union- SANCU:
- This is a voluntary independent body that represents south African consumers
- It aims to build consumer awareness of their rights, responsibilities and bargaining
powers through education, information, and protection.
- SANCU investigates certain non-legal consumer complaints or refers complaints to the
Office of the Consumer Protector or the relevant Ombudsman's office
The national consumer forum- NCF:
- This is a volunteer association of people who are committed to the protection and
promotion of consumer rights and interest in South Africa.
- Their main function is advocacy work, consumer education and research.
- The NCF doesn’t handle complaints but refer complaints to the department of trade and
industry and other bodies that deal with consumer complaints
Problem area: Consumer organization/s:
Advertising Advertising standards authority – ASA
Banking The ombudsman for banking services
Broadcasting Broadcasting complaints commission
Competition Competition commission of SA
Consumer organizations South African National consumer union
Credit bureau Credit information Ombudsman
Credit including micro lending National credit regulator
Debt collectors Debt collectors council
Debt counsellors National credit regulator
Electricity, gas, petrol National energy regulator of SA (NERSA)
Financial service/investments Financial services board
Furniture Furniture traders association
Government officials/departments Department of health (gov)
Harmful business practices DTE consumer affairs committee/ customer
contact center
Hospitals Hospital association of SA
Thousands of people face consumer problems daily. These are due to either bad service
or poor-quality products. As a result, consumers lose millions or Rands every year
Consumers have the right to be heard (or complain); we should use this as an
instrument to protect ourselves.
Consumers have the right to redress. This means that if any 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
behavior. To improve products and services, the seller and manufacturer must receive
feedback from their customers.
When consumers are dissatisfied with a product or service, they have the right, duty,
and responsibility to express their dissatisfaction to the dealer or the manufacturer, so
that the issue can be resolved satisfactorily.
Consumers should try to avoid complaints by making informed choices
How to avoid complaints by buying wisely:
- Find out as much as possible about a product or service before you make your decision.
Misunderstandings could lead to mistakes
- Do not make a hasty decision: think about your purchase carefully. Compare prices at
various stores
- Investigate guarantees carefully before you buy.
- Buy the best quality you can afford. Give preference to goods carrying the symbols of
the SABS.
- Do not sign a contract unless you have read the small print carefully and made sure you
understand it.
Channels for consumer complaints available in SA:
Dealers and manufacturers:
The first port of call is the dealer or manufacturer.
If a consumer believes he has a genuine complaint, it's important to go straight back to
the place of purchase (dealer) as soon as the fault is discovered.
Most dealers (shops & businesses') have a consumer service section and are very
reasonable if a consumer wants to return goods.
A consumer should have no problem exchanging a product, especially if he has proof of
purchase in the form of a sales slip or receipt and the goods are still in their original
condition. Many places also require the original packaging.
Some products, such as electrical appliances or Clothing, may only reveal problems once
they have been used or worn.
If the consumer followed the use and care Instructions, the dealer should exchange the
goods.
If consumer Is paying for a service and it’s not delivered to his satisfaction, he is entitled
to redress.
, The manufacturer of the goods can be contacted if the dealer can't resolve the
complaint satisfactorily.
Many products come with a warrantee or a guarantee which is always linked to a
specific period and condition.
Should product become faulty, the manufacturer should repair it free of charge
A consumer has no right to complain if he simply changes his mind about the purchase
Consumer organizations:
- If the complaint is not resolved with the dealer or manufacturer, a consumer
organization can be contacted, such as:
South African National Consumer Union (www sancu.co.za)
National Consumer Forum (www.ncf.ora.za)
The south African national consumer union- SANCU:
- This is a voluntary independent body that represents south African consumers
- It aims to build consumer awareness of their rights, responsibilities and bargaining
powers through education, information, and protection.
- SANCU investigates certain non-legal consumer complaints or refers complaints to the
Office of the Consumer Protector or the relevant Ombudsman's office
The national consumer forum- NCF:
- This is a volunteer association of people who are committed to the protection and
promotion of consumer rights and interest in South Africa.
- Their main function is advocacy work, consumer education and research.
- The NCF doesn’t handle complaints but refer complaints to the department of trade and
industry and other bodies that deal with consumer complaints
Problem area: Consumer organization/s:
Advertising Advertising standards authority – ASA
Banking The ombudsman for banking services
Broadcasting Broadcasting complaints commission
Competition Competition commission of SA
Consumer organizations South African National consumer union
Credit bureau Credit information Ombudsman
Credit including micro lending National credit regulator
Debt collectors Debt collectors council
Debt counsellors National credit regulator
Electricity, gas, petrol National energy regulator of SA (NERSA)
Financial service/investments Financial services board
Furniture Furniture traders association
Government officials/departments Department of health (gov)
Harmful business practices DTE consumer affairs committee/ customer
contact center
Hospitals Hospital association of SA
