Consumer Faq’s

Who is CGSO

The Office of the Consumer Goods and Services Ombud (CGSO) is the consumer goods and services industry’s voluntary Ombud scheme, set up in line with the Consumer Protection Act

How much will it cost me to lodge a complaint?

Nothing. The service is free.

Do I need an attorney to assist me?

No. We will assist you with your complaint. We prefer to deal directly with you.

How do I lodge a complaint against a supplier?

Refer to the COMPLAINTS page of this website.

As a consumer, who can I lay a complaint against within the consumer goods industry?

All suppliers in the consumer goods and services industry supply chain.

How long will it take for my complaint to be processed?

The CGSO will make every effort to resolve all complaints within 60 (sixty) business days of receipt by it.

How do I complain about the outcome of CGSO decision?

Who can I complain to if I’m not happy with the outcome of my complaint or the service provided by the Consumer Goods and Services Ombud?

If a decision has been made in a case, you may approach the Ombudsman to reconsider it. The Ombudsman’s decision is final. You don’t have to accept the decision – and if you don’t, our decision does not affect your legal rights. So, you are still free to approach the National Consumer Tribunal or go to court instead. You need a certificate of non-referral from the National Consumer Commission to approach the Tribunal.

If you are not happy with the way we have dealt with your case – or with the level of service we have provided – please let us know. If you think we have:

  • treated you unfairly or rudely;
  • failed to explain things properly; or
  • caused unreasonable delays,

Contact the Complaints Manager
If you are still not happy, contact the Ombudsman