The Consumer Goods and Services Ombud (CGSO) has successfully recovered R11.9 million for South African consumers, shedding light on the growing number of online shopping complaints. With more people shopping online, the Ombud’s role in ensuring consumer rights are protected has become more crucial than ever.
Increase in Online Shopping Complaints
Over the last financial year, the CGSO received more than 12,200 complaints, a slight rise from the previous year’s total. Of these, 34% were linked to online shopping, reflecting a noticeable increase in e-commerce-related issues.
Many of these complaints involved delayed deliveries, faulty goods, and companies failing to honour warranties. As online shopping becomes more popular, these types of complaints are becoming more common, pointing to a growing concern for consumer rights in the digital marketplace.
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Ombud Recovers R11.9 Million for Consumers
The Ombud recovers R11.9 million for South African consumers through mediation and negotiation. This amount was recovered from businesses that failed to meet their obligations under the Consumer Protection Act (CPA).
Queen Munyai, CEO of the CGSO, emphasised that these are not merely customer service issues but violations of consumer rights. She stated, “This makes them not so much customer service issues as customer rights issues.” The Ombud Recovers R11.9 Million not only highlights the Ombud’s important role but also emphasises the necessity of businesses complying with the law to prevent such grievances.
Thanks to the CGSO’s prompt and efficient handling of cases, over 12,400 complaints were resolved last year, with most being handled within 60 days. The recovery of R11.9 million is a testament to the Ombud’s dedication to resolving disputes and ensuring businesses are held accountable.
Understanding Consumer Rights in South Africa
The Consumer Protection Act (CPA) ensures that consumers in South Africa are protected when making purchases, both online and in stores. It gives consumers the right to receive goods in good condition, the right to return faulty products, and the right to clear, accurate information about what they are buying.
However, many businesses are still not fully compliant with the CPA, particularly in the online retail sector. As more consumers shop online, issues such as faulty products, misleading descriptions, and delayed deliveries continue to surface. This is where the Ombud plays a key role in making sure consumers are not left to deal with these issues alone.
How Consumers Can Protect Themselves
While the Ombud recovers R11.9 million for consumers, it’s also important for individuals to be proactive in protecting their own rights. The first step is understanding the protections provided by the CPA. Consumers should always keep records of their transactions, including receipts and any communication with the seller. This documentation is essential if a dispute arises.
Before making a purchase, it’s wise to research the business and check online reviews. A quick look at customer feedback can help identify reliable retailers and avoid potential issues.
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The Ombud recovers R11.9 million for South African consumers, highlighting the Ombud’s vital role in protecting consumer rights. As online shopping continues to grow, businesses must ensure they comply with the Consumer Protection Act to avoid further complaints and legal action. At the same time, consumers should stay vigilant and informed, making sure their rights are upheld.
For more information on consumer protection and how the Ombud can assist, visit the CGSO website.