About Us
Where We Fit In
We mediate and resolves complaints lodged by private citizens against businesses or other entities.
If you have an unresolved complaint against a supplier, you may first attempt to have it resolved by means of alternative dispute resolution with the assistance of the Consumer Goods and Services Ombudsman. We give the supplier the opportunity to resolve the complaint, failing which we help the parties to reach an agreed settlement.
In the relatively few cases that the supplier refuses to cooperate or we are unable to resolve the matter, you may refer it to the National Consumer Commission, which has the legal power to investigate the complaint and impose a compliance notice on the supplier. Either party that is not satisfied by the outcome there can approach the Tribunal to reconsider the matter. Only the Tribunal can impose a fine upon a supplier for contravening the provisions of the CPA.
As the complaint escalates through the process, so the approach becomes more formalistic.
What We Do
We receive and assist in resolving complaints by consumers against members (participants) of the Consumer Goods and Services Industry in terms of the Consumer Protection Act (CPA) and enforce the Industry Code of Conduct.
Cost
Our services are
FREE of charge.
When
Whenever a consumer is dissatisfied with the Goods and/or Services supplied by a participant or with its complaints-handling process.
Where We Fit In
We are established in terms of section 82(6) of the Consumer Protection Act and accredited by the Minister for Trade and Industry as the industry ombud of the Consumer Goods and Services Industry.
We operate as a Non Profit Company, registered in terms of the Companies Act.
Our Chairperson is a well-respected proponent of consumer law and an independent, non-executive director.
We report to the National Consumer Commission and as a body performing a public function, we must comply with the provisions of the Promotion of Administrative Justice Act 2000 (Act No.2 of 2000) and the Constitution.
The independence of the CGSO and the Ombudsman is further assured by the fact that the Ombudsman and employees of CGSO are:
- entirely responsible for the handling and determination of complaints;
- accountable only to the Board; and
- adequately resourced to carry out their respective functions.
- accountable only to the Board.
In Terms of the Code of Conduct:
The CGSO is controlled by the Board. The Board is appointed in accordance with the provisions of the MOI and the composition of the board shall be done in terms of the MOI.
The Ombudsman acts independently and objectively in resolving Disputes and is not influenced by anybody in making his or her decisions. The Ombudsman enjoys security of tenure and can only be dismissed in accordance with fair administrative procedures provided for by the Promotion of Administrative Justice Act 2000 (Act No.2 of 2000) on the grounds of incompetence, gross misconduct, or inability to effectively carry out his or her duties.
Our Mission
The independence of the CGSO and the Ombudsman is further assured by the fact that the Ombudsman and employees of CGSO are:
- Raising the standards of good conduct and increasing the level of certainty for all participants;
- Offering guidance to participants in the Industry as to the implementation of and the compliance with the Consumer Protection Act (CPA) and what constitutes fair business practices to be followed when operating within the Industry;
- Educating consumers as to their rights and redress available to them should a participant breach the CPA or the Code; and
- Providing for a scheme of alternative dispute resolution as described in section 82 (6) of the CPA.
Our Values
- Respect & Empathy: We treat our customers (both consumers and service providers) with respect and understanding.
- Fairness & Impartiality: We deal with complaints referred to us fairly and impartially and we treat both the participants and complainant with fairness throughout the complaint’s resolution process. We also make impartial and fair commendations based on relevant evidence and the law./li>
- Integrity & Honesty: We conduct ourselves with integrity and honesty.
- Accessible & Responsive: We are accessible to complainants, participants and stakeholders through quality and timely responses.
- Universality: We are ready to deal appropriately (resolve/refer) with every complaint regardless of whether it is within our jurisdiction or not.
Our Vision
To be the trusted champion for resolving Consumer Complaints to promote fair trade.