Filing a Complaint with the National Consumer Commission
The National Consumer Commission (NCC) is South Africa's national consumer protection regulator, established under Section 85 of the Consumer Protection Act 68 of 2008. It investigates complaints against suppliers who breach the CPA and can refer matters to the Consumer Tribunal, negotiate settlements, and issue compliance notices. Filing a complaint is free of charge.
What the NCC Can Investigate
The NCC focuses primarily on systemic issues and large-scale violations. For individual disputes it may refer your complaint to the relevant industry ombud or consumer court.
- Suppliers selling unsafe or defective goods
- False, misleading, or deceptive advertising
- Unfair contract terms and conditions
- Refusal to honour the 6-month implied warranty
- Prohibited marketing practices such as bait marketing and pyramid schemes
- Suppliers who do not permit lawful cooling-off cancellations
- Systemic and repeat violations by large retailers or service providers
NCC contact: Phone 012 428 7000 | Email complaints@thencc.org.za | Website ncc.org.za | Post: Private Bag X84, Pretoria, 0001.
How to Submit a Complaint
- Attempt to resolve the matter directly with the supplier first and keep records of all communication.
- Visit ncc.org.za and complete the online complaint form, or call the NCC on 012 428 7000 (Monday to Friday, 08:00–16:30).
- Alternatively, email complaints@thencc.org.za or send a written complaint to NCC, Private Bag X84, Pretoria, 0001.
- Attach all supporting documents: receipts, correspondence, photos, contracts, and any rejection letters from the supplier.
- You will receive a reference number. The NCC aims to acknowledge complaints within 5 business days.
The Investigation Process and Timeline
After receiving your complaint, the NCC assesses whether it falls within its jurisdiction. If it does, the NCC sends a notice to the supplier requesting a response within 15 business days. If the supplier's response is unsatisfactory, the NCC may investigate further, attempt mediation, or refer the matter to the National Consumer Tribunal.
| Stage | Timeframe |
|---|---|
| Acknowledgment of complaint | 5 business days |
| Assessment and referral decision | 30 business days |
| Supplier response deadline | 15 business days after notice |
| Full investigation and resolution | 3–12 months for complex matters |
The NCC cannot award you compensation directly. For monetary compensation you may need to approach the Consumer Tribunal, the CGSO, or a magistrate's court.
Possible Outcomes
- Mediated settlement between you and the supplier
- Compliance notice issued to the supplier requiring corrective action
- Referral to the National Consumer Tribunal for a fine or order
- Referral to a provincial consumer court
- Referral to the relevant industry ombud such as the CGSO for retail disputes
- Administrative penalty of up to 10% of the supplier's annual turnover for serious violations