Participant FAQs

 

To whom does the Consumer Protection Act apply?

A supplier is any person who markets goods and services in the ordinary course of their business.

This includes government and large municipalities, businesses (company, CC, sole proprietors etc), clubs, trade unions, associations and societies.

It does not apply to private sellers of homes and motor vehicles but may apply to a landlord even if it is not their full time occupation.

Which businesses are covered by the Consumer Goods and Services Ombud Scheme?
Do we have to pay to be participants in the Consumer Goods and Services Ombud Scheme?
What happens if we refuse to participate in the Consumer Goods and Services Ombud Scheme?

You will be in contravention of section 82(8) of the CPA.

See Participant obligations

What are the obligations of participants in the Consumer Goods and Services Ombud Scheme?
What should we do if a complaint is referred to us by the Consumer Goods and Services Ombud Scheme?

STAGE 3: COMPLAINT RESOLUTION BY THE PARTICIPANT

11.3. Intervention by the Participant

11.3.1. If a Complainant is referred to a Participant by the CGSO in terms of clause 11.2.7.6 above, the Participant shall:

11.3.1.1. contact the Complainant to clarify any issue, to ascertain the essence of the Complaint and to attempt to settle the Complaint to the reasonable satisfaction of the Complainant;

11.3.1.2. if able to resolve the Complaint, provide CGSO with reasonable proof that the Complaint has been settled and that any undertaking made by the Participant has been compiled with;

11.3.1.3. undertake any investigate that is necessary; the level of investigation should commensurate with the seriousness, frequency of occurrence and severity of the Complaint;

11.3.1.4. if the Participant is unable to resolve the Complaint referred to it by the CGSO in terms of clause 11.2.7.6, provide the CGSO with a report outlining the investigation that it undertook and the reasons that the matter was not resolved and its reasons for repudiating the Complaint

How do we register as participants of the Consumer Goods and Services Ombud Scheme?

Participants can join online by clicking here.