How To Lodge A Complaint Against A Company In South Africa

Below is How To Lodge A Complaint Against A Company In South Africa

Consumers often think that approaching well-known regulatory bodies, like the National Consumer Commission (NCC), from the get-go, is the best and quickest way to resolve a consumer complaint. However, while the NCC is undoubtedly a powerful option, there is a process that must be followed, and there are other options that must be exhausted before approaching any tribunal or ombudsman. Thus, a successful consumer complaint is dependent on following the required process.

The first port of call is for the consumer to try and resolve the dispute directly with the supplier (always keep receipts and, inspect goods before purchase and report defects within six months). 

If that is unsuccessful, the matter should be referred to a Dispute Resolution Agent, who will go through an Alternative Dispute Resolution (ADR) process. These options are usually Ombudsman Schemes or Provincial Consumer Protection Authorities. Again, if the consumer does not get the desired outcome, there is still the option of approaching the NCC.

What is the complaint procedure?

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction. ALT’s responsibility will be to:

deal reasonably and sensitively with the complaint; take action where appropriate.

How long does a company have to respond to a complaint?

In exceptional circumstances, you have up to 35 days, but you’ll still need to respond within 15 days to tell the customer when you’ll reply fully. You have up to 8 weeks to resolve all other complaints. The time you have to resolve a complaint starts from the date it is received anywhere in your business.

Why is it important to have a complaint procedure?

Benefits of good complaint handling

Complaints are an important way for the management of an organization to be accountable to the public, as well as providing valuable prompts to review organizational performance and the conduct of people that work within and for it.

What should a complaints procedure include?

Effective procedure

An effective complaints procedure should entail the following: Accessibility: It should be easy for the complainant to find out how and where to complain. Make details available on your website, incorporate literature, and make sure staff know how to advise clients about how to make a complaint.