South Africa's National Consumer Commission Launches Online Complaints Portal

South Africa's National Consumer Commission (NCC) has rolled out its online platform, finally allowing consumers to lodge complaints online. The portal replaces the now obsolete manual complaint form, promoting greater efficiency and accessibility.

Following an initial technical hitch on Monday, which saw the service timing out, the revamped portal was up and running smoothly by Tuesday. The NCC hopes this digital transformation will enhance the complaint-handling process, streamlining it to make it easier for consumers, who can now access services from the comfort of their homes.

Acting National Consumer Commissioner, Thezi Mabuza, stated that the portal would provide a more efficient method for consumers to lodge complaints and keep track of their progress without needing to make any direct contact with the NCC.

Users need to provide either their ID or passport number to create a profile, which is verified through the Department of Home Affairs. The process also requires an email address and mobile number. Full names, as they appear on either document, are required for the successful creation of a profile.

After being verified and approved, consumers receive login details via email. They can then lodge complaints, change passwords, or view the status of their complaints using these credentials. The commission notes that multiple complaints can be lodged using the same login details.

Under the auspices of the Consumer Protection Act, the NCC receives complaints about suppliers, aids in dispute resolution, investigates matters, and can take cases to the National Consumer Tribunal for adjudication. Consumers, however, are encouraged to try resolving their issues with provincial Consumer Affairs Offices first, as they are also empowered to investigate complaints.