Did you know that there are literally hundreds of organisations in South Africa that offer complaints services to provide assistance with resolving consumer complaints and grievances. Our partner in the Don’t Complain Campaign, getclosure, describes these remedy providers as “champions”, “enforcers” or “facilitators”.
Champions are organisations that pursue complaints on behalf of customers. The National Consumer Forum is one example. Well-known consumer journalist, Kim Novick on radio station 702, is another example.
Enforcers are organisations that have power conferred by legislation to impose decisions that are binding on customers and their suppliers. Examples include the Consumer Court and regulators such as the National Credit Regulator. Another example would be the Ombudsman established in terms of the Financial Advisors and Intermediary Services Act.
Facilitators are organisations that provide services to assist the resolution of customers’ complaints against certain suppliers but that do not have powers conferred by legislation. Examples include industry-based ombuds such as the Press Ombudsman and in-house ombuds such as the Mail&Guardian Ombudsman. Another example is the South African Tourism Services Association (SATSA), a voluntary association that undertakes to investigate complaints against its members.
Getclosure, the online complaints management and consumer affairs portal, has compiled a useful list of remedy providers with their contact details:
It’s worth noting, however, that most of these organisations prefer for you to have attempted to resolve the complaint yourself. We recommend the following:
- Attempt to sort out the issue with the service provider on the spot. (Check out our guide to complaining effectively.)
- If you get no joy – submit your complaint to getclosure, who will make sure that the correct person in the organisation receives it.
- If the supplier is being particularly obstinate, escalate your complaint to the appropriate remedy provider.
So the next time you feel like you are one lone voice shouting into gale when you are trying to resolve a tricky customer service complaint, remember there are a number of organisations you can turn to for help.
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October 28th, 2009 at 5:06 pm
I have had the occasion to complain about the quality of produce at a national chain. Before I knew of this site, I sent an e-mail to their marketing executives, from whom I received a very positive response. Now we will see if the national chain improves or whether I again have occasion to use the tips on this site. Thank you!!