Consumer goods and services ombud launched in support of consumer rights

The Consumer Goods Council South Africa (CGCSA) has announced the launch of the Consumer Goods and Services Ombud (CGSO), two days prior to World Consumer Rights day on the 15 March. The Ombud callcentre has been running successfully for the past year and has shown outstanding resolution statistics to date. The CGSO is now being officially launched to introduce and outline its processes to consumers.

“The launch of the Ombud is a show of industry support for the rights of the consumer, and an effort to promote these basic rights and ensure that they are respected and protected,” says . “The consumer packaged goods industry supports fair business practices and believes in protecting consumers across the board from exploitation of any kind.  We are pleased to have strong local industry support for the launch of this office in South Africa, and proud to be part of this show of solidarity with the International Consumer Movement.”

The CGCSA established the CGSO to provide guidelines for the consumer goods and services industry on the minimum standards of conduct expected when engaging with consumers and to assist in resolving disputes. The Ombud will deal with consumer complaints against suppliers within the consumer goods and services industry, including retail, manufacturing, and wholesale sectors. The Ombud is set up in line with the Consumer Protection Act 68 of 2008, which came into full effect on 1 April 2011 and is fully supported by the CGCSA and its members.

Mangozhe says that when the revised Consumer Protection Act came into effect, the CGCSA put together a working group to develop an industry code outlining the minimum standards that all industry groups represented by the CGCSA should adhere to. This code was developed in line with the draft guidelines issued by the National Consumer Commission.

“The purpose of the code is to raise the standard of conduct in the Consumer Goods and Services industry, without endangering the vitality and growth of business.  The code further offers guidance to smaller businesses in terms of putting best practices in place that will benefit the consumer,” says Mangozhe. “We believe that through offering clear guidelines to suppliers, educating consumers on their rights and ensuring that disputes are quickly resolved with effective resolutions, we can contribute to sustainable growth in the sector.”

“The CGSO provides consumers with an effective platform to express their grievances so that a resolution is reached. Our aim is to provide consumers with satisfactory results so that they do not need to further approach the National Consumer Commission,” says Mangozhe. “We thank the industry for their support in agreeing to be part of this voluntary scheme and for dealing with complaints in such a constructive manner.”

COMPLAINTS PROCESS FOR THE CONSUMER GOODS AND SERVICES INDUSTRY

For effective results, the consumers should follow this complaints process:

Stage 1: Laying a complaint

A complainant who is dissatisfied with goods or a service that he or she received from a supplier must first refer the matter to the supplier, as soon as practically possible.

Stage 2: Referral to the office of the Consumer Goods and Services Ombud (CGSO)

A complainant who referred a complaint to the supplier concerned, and who is dissatisfied with the manner in which the supplier is dealing with it, or how it has been dealt with, may refer the complaint to the CGSO.

Stage 3: Complaint Resolution by the Supplier

Intervention by the supplier

If a complaint is referred to a supplier by the CGSO the supplier shall:

• Contact the complainant to clarify issue;
• If able to resolve the complaint and provide CGSO proof that the complaint has been settled;
• Undertake any investigation that is necessary;
• If the supplier cannot resolve the complaint referred by the CGSO, provide the CGSO with a report outlining the investigation that it undertook and reasons the matter was no resolved;
• If the CGSO is of the view that the supplier has provided the assistance sought by the complainant or provided acceptable explanation for its conduct complained of, CGSO may inform the complainant of this fact and indicate that the file will be closed unless complainant challenges the view or provides new information to the complaint within 10 (TEN) business days.
• During the time set, the CGSO may facilitate a settlement between the supplier and the complaint if the CGSO considers that it would be appropriate and helpful to do so.

STAGE 4 – Investigation and complaint resolution by CGSO

The CGSO may enter into a full investigation if it decides that it requires this for the purpose of arriving at a resolution of a matter.