The Consumer
Channels for consumer complaints
The Consumer is protected by the National Consumer Protection Act.
National Consumer Protection Act (68 of 2008)
Based on fairness and equality of customers
Provides customers with a greater level of protection
Focus on:
o Fair, accessible, and sustainable marketplace
o Norms and standards to protect consumers
o Prohibits the use of unfair marketing practices
o Promotes responsible consumer behaviour
o Supply rules relating to transactions and agreements
o Allows for National Consumer Commission to protect consumer rights
Fundamental consumer rights under this Act:
o Rights to equal treatment – no discrimination (quality, quantity, price)
o Right to privacy – restrict direct marketing via SMS, email, telephone
o Right to choose – no obligation to buy supplements/substitutes
o Right to disclosure of information – all info must be clear and understandable
o Right to fair and responsible marketing – no bait or negative marketing
o Right to honest dealings – no false/misleading representations
o Right to reasonable terms and conditions – no unreasonable terms to the
contract
o Right to good quality, safe products – warnings and warranties
o Right to hold suppliers accountable – the validity of pre-paid credits,
vouchers, etc
,National Credit Act (Act 34 of 2005)
Covers all aspects of credit and all credit providers must comply with this law.
It established the National Credit Regulator (NCR), which ensures that the credit industry
complies with the law.
One of our most basic rights as consumers is the right to consumer education. Aims of
consumer education include:
o Providing skills and information which consumers need to make informed wise
choices when purchasing goods and services.
o Create competent, skilled buyers who can critically evaluate marketing strategies
and make sensible choices.
o Providing information on how to use and care for products and where to get
assistance if dissatisfied.
o Teaching people to budget and manage their finances appropriately.
Consumer education is the responsibility of the government and various organizations. It is
the responsibility of consumers to be familiar with various laws that protect their rights.
Steps to ensure that you make wise decisions:
1. Know what you want- shop with a list so that you do not buy unnecessary items.
2. Shop around- compare price and quality especially if the item you wish to purchase
is expensive.
3. Read labels and information given- this will give insight into the quality, price,
content, instructions for use, etc.
4. Check for economy and value- calculate unit prices and buy the most economical
goods for the purpose.
5. Know the return/exchange policy- before buying an item.
6. Check if you will be able to get a full refund, credit note, or replacement if you are
not happy with the product - Keep your receipt for this purpose.
7. Use credit wisely- don't use credit facilities unless absolutely necessary.
8. For larger items e.g., a car and house, shop around for the best interest rates.
, Making a consumer complaint
There is no need to accept faulty products or poor service from a business or service
provider.
The Consumer should always go to the first port of call - normally the manager of the
company who sold them the product or service.
If they can’t assist, the next port of call is the manufacturer.
After that, there are several government bodies that can be contacted to assist with
consumer complaints.
- The National Consumer Commission (NCC) is the chief regulator of consumer-
business interaction in South Africa. The NCC registers and assesses complaints and
investigates alleged misconduct by businesses. It is responsible for publishing
consumer alerts, which warn consumers of scams or unfair business practices.
- Provincial Consumer Affairs Offices
The government has set up Consumer Affairs Offices in each province. You can
contact the Provincial Consumer Affairs Office if you have a dispute with a business
or service provider.
- The South African Bureau of Standards (SABS) is a statutory body that ensures that
certain standards are met. The SABS services include maintaining South African
National Standards, testing and certification of products, and making them safe and
functional for use in South Africa.
- The Public Protector deals with complaints about government services or conduct.
- Tribunals are a body that is established to settle a certain kind of dispute.
- The National Consumer Tribunal was established in the National Credit Act (Act 34
of 2005). It rules on credit matters.
- Rental Housing Tribunals were established under the Rental Housing Act in order to
resolve disputes between landlords and tenants. The services are free and can be
used by tenants, landlords, and property agents.
- The South African National Consumer Union (SNCU) is a body that aims to build up
consumers' awareness of their rights, responsibilities, and bargaining powers
through education, information, and protection.
Channels for consumer complaints
The Consumer is protected by the National Consumer Protection Act.
National Consumer Protection Act (68 of 2008)
Based on fairness and equality of customers
Provides customers with a greater level of protection
Focus on:
o Fair, accessible, and sustainable marketplace
o Norms and standards to protect consumers
o Prohibits the use of unfair marketing practices
o Promotes responsible consumer behaviour
o Supply rules relating to transactions and agreements
o Allows for National Consumer Commission to protect consumer rights
Fundamental consumer rights under this Act:
o Rights to equal treatment – no discrimination (quality, quantity, price)
o Right to privacy – restrict direct marketing via SMS, email, telephone
o Right to choose – no obligation to buy supplements/substitutes
o Right to disclosure of information – all info must be clear and understandable
o Right to fair and responsible marketing – no bait or negative marketing
o Right to honest dealings – no false/misleading representations
o Right to reasonable terms and conditions – no unreasonable terms to the
contract
o Right to good quality, safe products – warnings and warranties
o Right to hold suppliers accountable – the validity of pre-paid credits,
vouchers, etc
,National Credit Act (Act 34 of 2005)
Covers all aspects of credit and all credit providers must comply with this law.
It established the National Credit Regulator (NCR), which ensures that the credit industry
complies with the law.
One of our most basic rights as consumers is the right to consumer education. Aims of
consumer education include:
o Providing skills and information which consumers need to make informed wise
choices when purchasing goods and services.
o Create competent, skilled buyers who can critically evaluate marketing strategies
and make sensible choices.
o Providing information on how to use and care for products and where to get
assistance if dissatisfied.
o Teaching people to budget and manage their finances appropriately.
Consumer education is the responsibility of the government and various organizations. It is
the responsibility of consumers to be familiar with various laws that protect their rights.
Steps to ensure that you make wise decisions:
1. Know what you want- shop with a list so that you do not buy unnecessary items.
2. Shop around- compare price and quality especially if the item you wish to purchase
is expensive.
3. Read labels and information given- this will give insight into the quality, price,
content, instructions for use, etc.
4. Check for economy and value- calculate unit prices and buy the most economical
goods for the purpose.
5. Know the return/exchange policy- before buying an item.
6. Check if you will be able to get a full refund, credit note, or replacement if you are
not happy with the product - Keep your receipt for this purpose.
7. Use credit wisely- don't use credit facilities unless absolutely necessary.
8. For larger items e.g., a car and house, shop around for the best interest rates.
, Making a consumer complaint
There is no need to accept faulty products or poor service from a business or service
provider.
The Consumer should always go to the first port of call - normally the manager of the
company who sold them the product or service.
If they can’t assist, the next port of call is the manufacturer.
After that, there are several government bodies that can be contacted to assist with
consumer complaints.
- The National Consumer Commission (NCC) is the chief regulator of consumer-
business interaction in South Africa. The NCC registers and assesses complaints and
investigates alleged misconduct by businesses. It is responsible for publishing
consumer alerts, which warn consumers of scams or unfair business practices.
- Provincial Consumer Affairs Offices
The government has set up Consumer Affairs Offices in each province. You can
contact the Provincial Consumer Affairs Office if you have a dispute with a business
or service provider.
- The South African Bureau of Standards (SABS) is a statutory body that ensures that
certain standards are met. The SABS services include maintaining South African
National Standards, testing and certification of products, and making them safe and
functional for use in South Africa.
- The Public Protector deals with complaints about government services or conduct.
- Tribunals are a body that is established to settle a certain kind of dispute.
- The National Consumer Tribunal was established in the National Credit Act (Act 34
of 2005). It rules on credit matters.
- Rental Housing Tribunals were established under the Rental Housing Act in order to
resolve disputes between landlords and tenants. The services are free and can be
used by tenants, landlords, and property agents.
- The South African National Consumer Union (SNCU) is a body that aims to build up
consumers' awareness of their rights, responsibilities, and bargaining powers
through education, information, and protection.
