The NCC is responsible for administering and enforcing the Consumer Protection Act (Act 68 of 2008).
Section 70 of the CPA provides for consumers to resolve any dispute regarding a transaction or agreement with a supplier by referring a matter to an Alternative Dispute Resolution agent (ADR). This may be an ombud with jurisdiction, a provincial consumer protection authority, an industry ombud accredited in terms of Section 82(6) of the CPA), or a person or entity providing conciliation, mediation or arbitration services.
The Commission may choose to refer the matter to an ombud with jurisdiction or a provincial consumer protection authority to assist the parties in attempting to resolve the dispute in terms of Section 70.
Once the matter fails at mediation, a consumer will be referred to the NCC. Upon receiving a complaint in a prescribed manner and form, the Commission registers and assesses that complaint and investigates any alleged prohibited conduct by a supplier.
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