AFTER publishing our front page story regarding the Consumer Protection Act last week, we have had numerous calls from consumers wanting a contact number to lodge complaints.

Ina Meiring, Director at Werksmans Attorneys, who specialises in the Act said that the contact details for the National Consumer Commission had not been made public yet. According to the Department of Trade and Industry’s (dti) website, the Office of the Consumer Protection will now be known as the National Consumer Commission (NCC).

From April 1, consumers will be able to lodge complaints directly with the new Commission.

How are complaints received?

Consumers can first call the Customer Contact Centre at 00860266786. If complaints need to be followed-up, consumers can fax, e-mail, post or approach the office directly. The dti’s customer contact centre will provide self-help advice or escalate the complaint to the Complaints Resolution directorate.

This directorate will then mediate or negotiate with various parties to resolve the matter. This process is voluntary: consumers and the person or organisation against which they have lodged a complaint can choose to participate or not. Complaints are usually resolved within 20 days.

What happens when a complaint is not resolved?

If the complaint is not resolved, the matter is forwarded to Investigations Directorate to conduct an investigation. To lay a complaint phone 0860266786 or send a fax to 0861515259.