The normal that we are used to has completely changed. While everyone is navigating in unchartered waters, the Consumer Goods and Services Ombud is also doing their part in flattening the COVID-19 curve.
The Consumer Goods and Services Ombud has mentioned that they are aware of the fact that the pandemic has a tremendous effect on the rendering of goods and services by suppliers and the cancellation thereof by consumers.
The Consumer Goods and Services Ombud has brought some relief in dispute resolution by having systems and procedures in place to continue processing queries through their online channels. Consumers who are aggrieved can still lodge their complaints via email and on the Consumer Goods and Services Ombud website. Due to the majority of cases being handled via online correspondence, service from the Consumer Goods and Services Ombud will continue as usual.
It should be noted that the Consumer Goods and Services Ombud has temporarily closed their call centre but consumers can make use of the SMS line which anyone sending an SMS will receive a call back from one of their staff members. Other contact methods are also available.
Consumers should note that the complaint process and turn-around times might be affected as suppliers are either unavailable during the lockdown period or are operating on skeleton staff. The Consumer Goods and Services Ombud has taken this into account and offered an extension of the 15-day turn-around time since it is unreasonable to expect suppliers to respond when they either have closed for the duration of the lockdown or are operating with limited capacity.
[1]The pandemic has had an effect on everyone and although the future might seem uncertain at the moment, tomorrow brings new hope. Some exciting news from the Consumer Goods and Services Ombud’s office is that they have engaged with the Department of Trade and Industry and the National Consumer Commission regarding the need to drive visible enforcement as well as amend the Codes and the [2]Consumer Protection Act to close some gaps identified during the implementation of the Codes.
The National Consumer Commission has informed the Consumer Goods and Services Ombud that due to the codes being five years old, it is due for review and the reviews will probably take place during the 2020/21 financial year.
Some of these proposed amendments might include that the Consumer Goods and Services Ombud refer matters directly to the National Consumer Commission where the complaint itself, or the conduct of the supplier, requires the attention or the intervention of the National Consumer Commission. Furthermore, that the jurisdiction of the Consumer Goods and Services Ombud be defined.
This could result in matters being processed much faster, and non-compliant businesses being penalized for breaching the Consumer Protection and the Code of Conduct.
All is not lost during this time, and suppliers are urged to follow ethical business practice when promoting or supplying goods or services.
SEESA has always been committed to providing ongoing quality service to all of our clients. Should you require any Consumer Protection assistance, please contact your nearest SEESA Office alternatively leave your contact details on our website at www.seesa.co.za
ABOUT THE AUTHOR
Damian
Bothma is a legal advisor at SEESA, advising businesses on the Consumer
Protection and Protection of Personal Information Acts. He obtained his LLB
degree in 2016. He is currently busy studying towards obtaining his CIPM
through the International Association of Privacy Professionals. Furthermore, he
is studying towards obtaining his BSC Informatics degree.
[2] Consumer Protection Act 68 of 2008