BE AWARE OF YOUR RIGHTS
STEPS consumers should take to lodge a goods and services complaint.
IF YOU HAVE A WRITTEN CONTRACT OR DESCRIPTION OF THE GOODS OR SERVICES READ WHAT IT STATES
Your complaint is likely to be more effective if you are aware of your rights. Remember: A repair, a replacement or a refund are all possible options where goods are faulty.
DEAL WITH THE ISSUE AS SOON AS POSSIBLE
Contact the business to explain the problem and the outcome you would like. In many cases a simple phone call or visit can fix the problem.
FIND AND KEEP ALL RELEVANT DOCUMENTS
It is also useful to keep track of the steps you took to deal with the complaint. That means keeping receipts as proof of purchase for the products or services. If you are complaining by telephone, make sure you record details of the calls.
If your complaint is in writing, keep records of what you write, send photocopies of receipts and keep originals.
YOU CAN COMPLAIN INFORMALLY AND GIVE THE RETAILER OR SERVICE PROVIDER THE CHANCE TO SOLVE THE PROBLEM
Many companies have their own complaints procedures and customer service departments that are focused on resolving customer problems – and most are solved in this manner.
It is advisable to speak to a decision-maker such as a supervisor or a manager who may have the authority to give you a refund or replacement. If informal contact with the business doesn't work you should next put your complaint in writing.
IF YOUR COMPLAINT IS NOT RESOLVED TO YOUR SATISFACTION, YOU MAY THEN REFER THE MATTER TO THE OMBUD
The ombud will clarify the issue with you and make any necessary investigation.
The supplier then has to either provide proof that the matter has been resolved or provide reasons why it is unable to do so. The CGSO will then determine if actions or reasons given have been sufficient.
If deemed acceptable, the CGSO will inform you that the matter will be closed unless challenged.
During that time, the ombud will negotiate a settlement between you and the supplier if it considers it appropriate to do so. Should this be unsuccessful, the CGSO may launch a full investigation into the matter.
KNOW WHAT THE CGSO COVERS
The Ombud will deal with all suppliers in the consumer goods and services industry, including retailers, suppliers, wholesalers, distributors, manufacturers, producers, importers, intermediaries, logistics and supply chain agents in the FMCG industry.
It excludes motor vehicles, banking and insurance, credit, travel clubs, education, competition commission, broadcasting, debt matters, electricity, petroleum, estate agents and government complaints.