Consumer Complaints

• What to do when problems arise: Unsuitable product

  1. Ask for your money back

  2. Ask retailer to exchange the product

  3. Ask that the product be repaired

  4. Can claim compensation in relevant cases
• What to do when problems arise: Unsatisfactory service

  1. Stop the service

  2. Refuse to continue paying for the service

  3. Ask that it be re-done

  4. Get a different service provider to complete the service

  5. Can claim compensation in relevant cases
• Procedures for complaints

  1. React / complain as soon as the problem arises

  2. Be specific: explain precisely why you are dissatisfied

  3. Keep all evidence at hand, including receipts and guarantees

  4. Decide which type / level of restitution would be satisfactory

  5. First contact the retailer where the product / service was bought

  6. Next, the manufacturer may be contacted

  7. Keep records / notes of all communication

  8. If enough time has passed without any solution to the problem, a formal consumer service provided can be approached to help with mediation
• Channels for complaint: Advertising & Media

  • The Advertising Standards Authority
  • The Broadcasting Complaints Commission
  • The Film and Publication Board
  • Foodstuff, Cosmetics and Disinfectant Act 54 of 1972
  • The Press Ombudsman of South Africa
• Channels for complaint: Banking, Loans, Credit, Debt

  • The Banking Adjudicator
  • The Finance Regulatory Council
  • The Credit Information Ombudsman
• Channels for complaint: Building & Home Improvement Contractors

  • The Home Builders' Registration Council
  • The Housing Consumers Protection Trust
  • The Electrical Contractors Association of SA
  • The South African Bureau of Standards (SABS)
• Channels for complaint: Competition

  • The Competition Commission
• Channels for complaint: Consumer Service Bodies

  • Provincial Consumer Affairs Offices
  • The National Consumer Forum
  • The National Electricity Regulator
• Channels for complaint: Consumer Help: Estate Agents

  • Estate Agency Affairs Board
• Channels for complaint: Lawyers

  • The Law Society of SA
• Channels for complaint: Insurance & Pensions

  • Short-term Insurance Ombudsman
  • Long-term Insurance Ombudsman
  • Pension Fund Adjudicator
  • Government Employees Pension Fund
  • Social Grants
  • Financial Services Board
• Channels for complaint: Mail Order, Direct Marketing & Direct Selling

  • Direct Marketing Association
  • Direct Selling Association
• Channels for complaint: Medical & Health

  • The Council Of Medical Schemes
  • The Health Professions Council of SA
  • Hospital Complaints
  • The Hospital Association of SA
  • The SA Nursing Council
  • The Dental Ombudsman
  • The SA Dental Association
  • The SA Optometric Association
  • The SA Pharmacy Council
• Channels for complaint: Motor Vehicles

  • The Retail Motor Industry Organisation
  • The National Association of Automobile Manufacturers of SA
  • SABS
• Channels for complaint: Telephones and Cellphones


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• Channels for complaint: Tax

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