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Before You Complain to the NCC don’t forget to…

South Africa has a robust legal system in place (like the Consumer Protection Act) to protect consumers from suppliers who act in bad faith or supply products and services that are lacking.

One of the main participants is the National Consumer Commission (NCC).

‘Let’s be honest most of us have a rather vague idea of what the CPA actually says’

When consumers are unsatisfied they often wonder who they can complain to and how to go about taking advantage of provisions of the Consumer Protection Act. Let’s be honest, most of us have a rather vague idea of what the CPA actually says but we know that it offers consumers protection from abuses by suppliers.

What we do know is that we should complain if we don’t get the level of service or product that we were promised.

For example, a car salesman may tell a potential purchaser that a vehicle has never been in an accident only for the new buyer to soon find out that the vehicle was indeed in an accident. They are unsatisfied. They contact the seller who starts to duck and dive and will not do anything to rectify the situation.

Now what?


Do This First

Many of us may be tempted to take the matter to the National Consumer Commission since we have heard they might be able to help. Something that you have to keep in mind is that before you can do this you need to be able to show that:

(1) you have tried to engage with the supplier properly and

(2) taken the additional step of trying to resolve the matter with them through an outside party such as an ombud or Alternative Dispute Resolution Agent (ADRA).


Alternative Dispute Resolution Agents are able to help you when you have a “dispute” with another party

In the example (above) of the consumer who bought a vehicle with incorrect information being supplied (which would have significantly changed their decision making (and possibly the price of the product) the consumer should approach the Motor Industry Ombudsman of South Africa prior to talking to the NCC.




Many consumer goods matters can be taken to the Consumer Goods and Services Ombud before the need to contact the NCC arises. In general, they resolve matters within 60 days. They are based in Gauteng.

Here are their contact details:

011 781-2607
0860 000 272 

To lodge a complaint with the CGSO click here:



Still Want To Complain To the NCC?

If, after this, you still need to contact the National Consumer Commission and want to complain then you can visit their website and let them know what your issues are.

Just remember they will ask you to prove that you have tried to resolve the matter with the service provider and have tried an outside means to try resolve the matter before they get involved (and may then simply refer you on to another relevant party).

They have an online portal complaints process which you can access here:


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