In line with the previous reporting period, goods, services, and agreements accounted for 89% (94% in FY2023) of all complaints received.

Highlights

In the financial year ending 29 February 2024, the CGSO:

• Responded to 33,467 queries – an average of 127 per day (24,576 in 2022/23).
• Captured 11,282 complaints (10,562 in 2022/23).
• Referred 1,885 out-of-jurisdiction complaints to other entities (2,044 in 2022/23).
• Closed 10,140 cases (10,749 in 2022/23), taking 41 days per case on average to do so
• Facilitated refunds to the value of R12.1 million (R12.9 million in 2022/23).
• Hosted 24 training sessions on the Consumer Protection Act for participant companies.
• Launched the CGSO mobile app.
• Grew its membership base by 35%. Year-on-year, the number of paid-up industry participants rose from 1,356 to 1,833 suppliers, representing a retail footprint of 26,872 outlets countrywide, bolstering revenues.
• Achieved its tenth consecutive clean audit.
• Spearheaded collaboration with law faculties to reach vulnerable consumers.

In line with the previous reporting period, goods, services, and agreements accounted for 89% (94% in FY2023) of all complaints received. Online transactions, appliance manufacturers and retailers, and satellite and communications generated 74% (63% in FY2023) of the 11,282 consumer complaints received. E-commerce generated 26% of all complaints, down from 34% last year.

Of the 10,141 cases opened, we were unable to proceed with 2,302. These include 1,885 cases that were referred elsewhere and 179 cases that had to be closed because a parallel legal process was underway. Of the remaining 7,838 cases, 60% resulted in a favourable outcome for consumers (55% in FY2023), with the Ombud finding fully in favour of 38% (2,993) of complainants. Fourteen per cent of cases (1,139) were resolved directly between supplier and complainant within the first 15 business days, and assistance was provided in 5% (417) of cases. This resulted in R12.1 million being recovered for consumers, compared to R12.9 million in the previous period.

The CEO, Queen Munyai, paid tribute to the participating businesses who make their work possible: “The real heroes are the companies that have signed up in compliance with the Consumer Goods and Services Code of Conduct. As a registered not-for-profit organisation, their participation fees make it possible for us to provide a free, independent, alternate dispute resolution service that benefits everyone. It also funds our consumer education and outreach programmes for vulnerable consumers.” 2

As part of the Ombud’s commitment to leaving no one behind, the organisation has reached out to the law faculties at universities across South Africa.

“The collaboration with academia is tremendously exciting. In addition to helping us extend our reach through the universities’ respective outreach programmes to rural and under-served communities, it also helps to boost awareness of the value of the alternate dispute resolution process among law students. This is in addition to the consumer awareness initiatives we undertake in partnership with the respective provincial consumer offices,” said Munyai.

According to the Ombudsman, Lee (Liaquat) Soobrathi, who took up the post in July 2023, this is particularly relevant when it comes to protecting consumers from deceptive online practices: “For the fourth consecutive year, online transactions accounted for the greatest number of consumer complaints lodged with this office. This is despite e-commerce only making up about five per cent of total retail sales in South Africa. Almost all these complaints relate to items not being delivered on time (or at all), defective goods, or purchases that do not align with customer expectations. A large part of our mandate is educating consumers to spot deceptive practices and to know their rights and responsibilities regarding refunds and returns,” he said.

Consumers who wish to lodge a complaint can do so by downloading the CGSO mobile complaints app from the App Store or Android. It allows users to upload and track the status of complaints and submit supporting documentation, such as photos and invoices. Alternatively, they are welcome to call the CGSO on 0860 000 272, send an email to This email address is being protected from spambots. You need JavaScript enabled to view it., or visit our website at www.cgso.org.za to submit a claim.

Issued by Jack Malatji on behalf of the Consumer Goods and Services Ombud, Senior Manager: Stakeholder Communications & Advocacy. Mobile: 073 168 9654; e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.

For more information and media interviews, please contact Ouma Ramaru, Education & PR Manager on 011 781 2607; or 073 899 9551 or via email at This email address is being protected from spambots. You need JavaScript enabled to view it.

About the CGSO: The CGSO is an impartial, independent alternative dispute resolution scheme established under section 82(6) of the Consumer Protection Act (CPA). It is mandated to mediate disputes between consumers and suppliers of goods and services in South Africa and ensure that industry players abide by the Consumer Goods and Services Industry Code of Conduct (the CGSI Code).

The full report can be found on our website at www.cgso.org.za

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