CONSUMER GOODS AND SERVICES OMBUD

Resolving Consumer Goods Disputes Effectively And Independently.

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

The CGSO enforces the Consumer Goods and Services Industry Code of Conduct by receiving and dealing with consumer goods complaints by a consumer free of charge.

Consumers

If you have lodged a complaint with a supplier and the complaint has not been resolved to your satisfaction, you can escalate your complaint to the CGSO

 

Participants

It is mandatory for all participants (retailers, suppliers, importers, distributions, etc.) to comply fully with the provisions of the Code and to register their participation with CGSO and contribute towards the funding of the CGSO.

Our Mission

The Mission of the CGSO is to maintain Fair Play in the Consumer Goods and Services Industry by:
  • 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 Vision

To be recognized by all stakeholders as the speediest, most independent and fairest alternative dispute resolution service in the country, and one that is completely impartial and compliant.

Our Values

  • Respect and Empathy: We treat our customers (both consumers and service providers) with respect and understanding.
  • Fairness and 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.
  • Integrity and Honesty: We conduct ourselves with integrity and honesty.
  • Accessible and 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.

How we can help you with a complaint

We are mandated to mediate disputes and ensure that industry players abide by the Consumer Goods and Services Industry Code of Conduct.If you have lodged a complaint with a supplier and the complaint has not been resolved to your satisfaction, you can escalate your complaint to the CGSO. We give the supplier the opportunity to resolve the complaint, failing which we help the parties to reach an agreed settlement.

The CGSO is obligated to enforce the Consumer Goods and Services Industry Code of Conduct by:

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Registered Participants

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Complaints Received

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Complaints Resolved

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CGSO Privacy Statement

Our commitment to you is that we respect the privacy of our clients and every visitor to our Website and Consumer Goods and Services Ombud (“CGSO”) Platforms.

Your Personal Information is protected by the Protection of Personal Information Act, 2013 (Act No. 4 of 2013 “POPIA Act”); to know more about your right to privacy of your personal information, please contact the office of the Information Regulator.

We would like you to understand our approach towards the use of your Personal Information as well as to inform you regarding the manner in which we would use this data; consequently, we request that you read our Privacy Statement.

The Privacy Statement forms part of our Privacy Policy  and shall be governed by and construed in accordance with the laws of the Republic of South Africa. By sharing your Personal Information with us through our Website and/or CGSO Platforms, email and/or telephonically, you are deemed to have given us consent and permission where necessary and appropriate for the purposes set out in the Privacy Statement; that we may collect, use, and transfer your Personal Information for the purposes set out therein.

If you do not agree with these terms, please do not provide any Personal Information through our Website, CGSO Platforms, email and/or telephonically however, on the understanding that we will not be able to interact with you as you have not provided the necessary consent to lawfully process your Personal Information.

PARTICIPANT’S CONSENT

The Participant (as data subject), by clicking, hereby confirms that the personal information inserted herein is true and correct and further consents to the processing  of personal information as required by CGSO’s participant’s processes and procedures, and further confirms that: (1) the personal information is supplied voluntarily, without undue influence from any party and not under any duress; (2) the personal information which is supplied herewith is mandatory for the Purpose and that without such personal information, CGSO will not be able to process Participant’s registration for subscription and billing. For more information on how CGSO will use your personal information, please review our privacy policy by clicking here.

We may use various technologies to collect and store information when you interact with us via our Website and/or Consumer Goods and Services Ombud. Please refer to our cookie policy by clicking here for more information.