COMPLAINTS
HOW TO COMPLAIN
A fundamental principle in all consumer protection legislation demands that the consumer first approaches the supplier for redress. It is only common courtesy to inform the seller of any inadequacy before escalating the matter. If the response is unsatisfactory, escalate the complaint to the most senior appropriate person in the supplier’s (domestic) hierarchy. Do this in writing, at least in a recordable format, such as WhatsApp or email, and be sure to save a copy.
In this message you may express regret but stick to the facts regarding any experiences. Be polite and save any aggression for later – the person you are contacting may not know about the situation and may be genuinely concerned at putting matters right for you.
In each case allow ten working days (but not more) for a response to your complaint before escalating it. In the meantime, do not discuss it on social media, particularly on channels associated with the supplier or type of product – the customer contact departments of many organisations monitor social media for negative comments and may well be more responsive to your complaint there in order to prevent the message from spreading. But please stick to facts you can prove and don’t say anything libellous otherwise you might find yourself the object of defensive legal action. Keep copies of everything sent and received.
If you don’t achieve success up to this point, then it is time to escalate the matter to one of the many dispute resolution bodies described in the following section.
DISPUTE RESOLUTION BODIES
- First follow the procedure in the section “How to Complain” above.
- Only if that fails, then decide which dispute resolution body to approach from the table below. Choose only one. If you approach multiple bodies each will assume one of the others will handle the matter and nothing will get done.
- Follow the procedure on the website of the chosen dispute resolution body.
- Don’t “jump to the top” in the belief that a higher-level body will be more effective. It wastes time as you will simply be referred to the appropriate lower-level body until you have exhausted that process.
- All the listed services are free of charge to consumers, and they all operate nationally, except where otherwise indicated.
| DISPUTE RESOLUTION BODY | CONTACT DETAILS | APPLICABILITY |
|---|---|---|
| Consumer goods and services ombud (GCSO) | www.cgso.org.za Tel: 0860 000 272 | Businesses that provide goods and services to consumers, excepting government, telecommunications, motor industry, financial services and medical services. Click here to download the consumer guide to lodging a complaint. Click here Download the Complaints and Enquiries Mobile App User Guide here. |
| Independent Communications authority of SA (ICASA) | www.icasa.org.za/ Tel: 012 568 3000 | Communications services such as cellphone and internet services, including billing. Note: Cellphone handsets and other equipment purchased from retailers without a contract for communications services are dealt with by the CGSO (see above). Contractual matters are dealt with by the NCC (see towards the end of the list) |
| Motor Industry Ombudsman of SA (MIOSA) | www.miosa.co.za Tel: 010 590 8378 | Automotive and related industries |
| SA Vehicle Rental and Leasing Association (SAVRALA) | www.savrala.co.za Tel: 011 646 2131 | Vehicle rental and leasing |
| National Financial Ombud Scheme South Africa (NFOSA) Effective 1 March 2024. A one stop all in one dispute resolution service made up of the four former existing services, namely the Ombud for Banking Services (OBS), Credit Ombud, Ombud for Long-Term Insurance & Short-Term Insurance. | www.nfosa.co.za Tel: 0860 800 900 Email: info@nfosa.co | The NFO provides a streamlined, coordinated and less confusing alternative dispute resolution framework for its customers, looking at all banking services (including credit agreements with banks), credit providers and credit bureaus, long-term insurance (including credit life, funeral, health and disability insurance), and short-term insurance (including automotive, household, travel, phone and credit protection). |
| National Credit Regulator (NCR) | www.ncr.org.za Tel: 0860 627 627 | Credit agreements, debt counsellors, and credit bureaus. |
| Ombudsman for Financial Services (FAIS Ombud) | www.faisombud.co.za Tel: 086 066 3274 | Financial and investment advisers, insurance brokers, crypto brokers and dealers, and funeral policies. |
| Pension Funds Adjudicator | www.pfa.org.za Tel: 012 748 4000 | Pension, retirement, and provident funds. |
| Tax Ombud | www.taxombud.gov.za Tel: 0800 662 837 | SARS administration, but only after exhausting the SARS internal complaint management process. |
| Property Practitioners Regulatory Authority (PPRA) | www.theppra.org.za Tel: 087 285 3222 | Estate agents, property management and rental bodies. |
| Community Schemes Ombud Service (CSOS) | www.csos.org.za Tel: 010 593 0533 | Conduct of parties within community schemes, including sectional title, share block, retirement complexes and housing cooperatives. |
| Council for Medical Schemes (CMS) | www.medicalschemes.co.za Tel: 086 112 3267 | Medical schemes |
| Health Professions Council of SA (HPCSA) | www.hpcsa.co.za Tel: 012 338 9300 | Medical practitioners |
| South African Nursing Council | www.sanc.co.za Tel: 012 420 1000 | Nurses |
| Hospital Association of South Africa (HASA) | www.hasa.co.za Tel: 011 7846828 | Private hospitals |
| National Home Builders Registration Council (NHBRC) | www.nhbrc.org.za Tel: 0800 200 824 | Home building projects |
| Legal Practice Council (LPC) | www.lpc.org.za Tel: 010 001 8500 | Legal practitioners |
| Small Claims Courts | www.justice.gov.za/scc/scc.htm Tel: Numbers of regional offices can be found on web site | Civil disputes not exceeding R20 000. No legal representation required. |
| Public Protector | www.pprotect.org Tel: 0800 112 040 | Improper conduct in State affairs (maladministration, undue delays, dishonesty, unfairness, etc) |
| Provincial Consumer Protection Offices | Access via relevant Provincial Government web site | Commercial disputes where supplier and consumer are both in the same province. |
| City of Johannesburg Ombudsman | www.joburgombudsman.org.za/ Tel: 010 228 2800 | Maladministration by City of Johannesburg |
| City of Cape Town Ombudsman | www.capetown.gov.za /departments/Ombudsman Tel: 012 400 5487 | City of Cape Town administration matters |
| National Consumer Commission (NCC) | www.thencc.org.za Tel: 012 428 7000 | Matters that cannot be addressed by any of the above bodies, or where the relevant body has failed to resolve the matter. |
| National Consumer Tribunal (NCT) | www.thenct.org.za Tel: 010 590 5200 | Matters referred to it for adjudication by the National Consumer Commission and the National Credit Regulator. |
| DISPUTE RESOLUTION BODY | CONTACT DETAILS | APPLICABILITY |