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Consumer Complaints about a Product or Service

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Consumer Complaints about a Product or Service

by Cape Gateway
22 Mar 2007
Cape Gateway
Cape Gateway

How to go about lodging a complaint with Consumer Affairs and Fair Trade about a product or a service that you are unhappy with. The Consumer Protector and Consumer Tribunal are provided for in the Western Cape Consumer Affairs (Unfair Business Practices) Act that was passed in December 2002.



Consumer Complaints

If you are unhappy with a service or a product, you have the right to lodge a complaint. You can lodge consumer complaints with Consumer Affairs and Fair Trade.
The Consumer Protector and Consumer Tribunal are provided for in the Western Cape Consumer Affairs (Unfair Business Practices) Act that was passed in December 2002.
The Office of the Consumer Protector was established in March 2003. The Consumer Protector acts as a "prosecutor" on behalf of consumers in order to bring their complaints/cases before the Tribunal.
The Consumer Tribunal is a special court that hears consumer complaints. The members of the Tribunal was announced in March 2004.

You can lodge a complaint by calling the toll-free complaints line at 0800 007 081 or by contacting your nearest consumer advice office.
You can also lodge a complaint by calling the Cape Gateway Call Centre at 0860 142 142. The call centre operator will record the details of the complaint and issue you with a reference number. The complaint will receive attention from the Office of the Consumer Protector within 24 hrs.
You can also lodge a complaint online with the National Consumer Forum.
For the most satisfactory results, use the following guidelines for lodging a complaint:
  • Complain as soon as possible.
  • Be specific.
  • Back up your complaint with receipts etc.
  • State what you want done.
  • Be assertive and be polite.
  • Follow up your complaint after a reasonable length of time if you haven't received a response.
  • Document who you speak to and when and keep copies of letters sent.


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