The Consumer Protection Act gives you strong rights against defective goods, unfair contracts, and misleading advertising. Here is how to complain to the NCC and the Consumer Goods and Services Ombud.
FreeSouth African Law
Direct Answer
The Consumer Protection Act gives you the right to goods that are safe and of good quality, fair contract terms, honest advertising, and access to redress. If a business fails you, complain to the National Consumer Commission (free), the Consumer Goods and Services Ombud (for goods/retail), or the relevant industry ombud — all before going to court.
What the Law Says
Your Legal Foundation
Consumer Protection Act 68 of 2008
Section 56
“If within 6 months of delivery of goods they prove defective, the consumer may return them to the supplier and demand a repair, replacement, or refund — at the consumer's election.”
Consumer Protection Act 68 of 2008
Section 48
“A supplier must not offer goods or services at a price or on terms that are unfair, unreasonable or unjust.”
Consumer Protection Act 68 of 2008
Section 69
“A consumer may seek to resolve a dispute by referring the matter to a consumer court, an accredited industry ombud, or the National Consumer Commission.”
What to Do
Step-by-Step Guide
1Complain to the business first — in writing. State the problem, the remedy you want (refund/repair/replacement), and a 7-day deadline.
2If unresolved, go to the National Consumer Commission: 012 428 7000 or complaints@thencc.org.za. Complaints are free and investigated formally.
3For retail goods, electronics, and food, the Consumer Goods and Services Ombud is faster: 0860 000 272 or complaints@cgso.org.za.
4For specific industries, use the relevant ombud: Credit Ombud (credit), FAIS Ombud (financial advice), Short-term Insurance Ombud, etc.
5If the amount is under R20,000, the Small Claims Court is free and quick — no attorney needed.
What to Say
Exact Words to Use
“"In terms of Section 56 of the Consumer Protection Act, I am entitled to a [repair/replacement/refund] for goods that proved defective within 6 months of purchase. I require this remedy within 10 business days or I will refer the matter to the National Consumer Commission."”
Tone: In writing to the supplier
Common Questions
Frequently Asked Questions
Can a shop refuse a return if I have no receipt?
For defective goods under the CPA, you do not need the original receipt — proof of purchase (bank statement, card receipt, warranty card) is sufficient. For change-of-mind returns (not defective), the shop's own policy applies and they can require a receipt.
Can a company charge me a cancellation fee?
For fixed-term contracts cancelled early, the CPA allows a reasonable penalty — but not one that is unfair or unconscionable. The CPA Regulations cap cancellation penalties at 3 months' subscription for most contracts. A company charging more than this is in breach of the CPA.
Get Help Now
Resources & Helplines
National Consumer Commission
012 428 7000
Free consumer complaints for CPA violations.
CGSO
0860 000 272
Consumer Goods and Services Ombud — retail, food, electronics.
Small Claims Court
At nearest Magistrate's Court
Claims under R20,000 — no attorney, no filing fee.
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