Consumer Goods and Services Ombud (CGSO): How to Lodge a Complaint
The Consumer Goods and Services Ombud (CGSO) is an independent, industry-funded dispute resolution body accredited under the Consumer Protection Act 68 of 2008. It resolves disputes between consumers and retailers, manufacturers, and service providers in the consumer goods and services sector. Using the CGSO is free for consumers and is typically faster than going to court.
What the CGSO Covers
The CGSO covers the retail sector broadly, including clothing, electronics, furniture, appliances, and related services. It does not cover financial products (handled by financial sector ombuds), healthcare, or motor vehicle disputes (handled by the Motor Industry Ombud of South Africa).
- Defective goods and refusal to honour the 6-month implied warranty
- Unfair or misleading marketing practices
- Poor quality services in the consumer sector
- Disputes about prices, billing, and overcharging
- Warranty disputes with retailers and manufacturers
- Disputes about lay-bys, pre-orders, and deposits
CGSO contact: Phone 0860 000 272 | Email complaints@cgso.co.za | Website cgso.co.za. The service is completely free for consumers.
How to Lodge a Complaint
- First try to resolve the matter directly with the supplier. Keep records of all communication and responses.
- If unresolved, visit cgso.co.za and complete the online complaint form, or call 0860 000 272.
- You can also email complaints@cgso.co.za with your details, the supplier's details, and a description of the dispute.
- Attach all supporting evidence: receipts, photos, repair reports, correspondence, and any written refusals by the supplier.
- The CGSO will acknowledge your complaint and send it to the supplier for a response.
The CGSO Process
Once a complaint is lodged, the CGSO contacts the supplier and attempts conciliation – facilitating an agreement between both parties. If conciliation fails, the matter is referred to an adjudicator who makes a binding determination.
The CGSO aims to resolve complaints within 45 business days for conciliation and within 90 days for adjudicated matters, though complex cases may take longer.
The CGSO's adjudicated decisions are binding on member suppliers. However, if the supplier is not a CGSO member, you may need to approach the NCC or a magistrate's court instead.
Possible Outcomes
- Repair or replacement of defective goods at no charge
- Full or partial refund of the purchase price
- Completion or redo of a service
- Compensation for direct losses caused by the supplier's conduct
- An apology or written undertaking from the supplier