Be compliant, build trust and enhance loyalty with your consumers
The Consumer Goods and Services Ombud (CGSO) is an independent and accredited alternative dispute resolution scheme as defined in the Consumer Protection Act (CPA). The CGSO is one of two industry dispute resolution schemes accredited by the Minister of Trade and Industry in terms of section 82 of the CPA.
Queen Munyai | CGSO
WHAT WE DO
While the CGSO’s primary mandate is to mediate disputes between consumers and suppliers of goods and services in line with section 70 of the CPA, it also includes raising the standards of good conduct in the industry; offering guidance to participants around compliance with the CPA; and educating consumers as to their rights and the redress available to them should an industry member breach the CPA or the Code. The services of the CGSO are free to all consumers.
In the six years it has been in operation, the CGSO has fielded over 130 000 calls, opened more than 51 000 complaints, and closed just over 47 000. The CGSO is an industry-funded organisation, and as at the end of February 2021, we had 979 paid-up participants at group level. This includes most major retailers, manufacturers, wholesalers, and distributors.
WHY REGISTER WITH CGSO?
It is mandatory for all qualifying businesses (retailers, suppliers, wholesalers, importers, distributions, manufacturers, producers, supply chain agents - unless they are regulated elsewhere by the Code prescribed by the Minister) to register with CGSO and to contribute towards its costs by way of an annual fee. Registration with the CGSO sends a clear signal to consumers that you are a customer-centric organisation committed to fair play. It builds confidence in your business practices and enhances customer loyalty.
WHAT ARE THE COSTS INVOLVED?
Companies are registered with the CGSO at group level; thus, the number of registered participants excludes subsidiaries and individual outlets as these are deemed compliant if the head office has registered. The fee structure is based on annual turnover as follows:
REGISTRATION IS QUICK AND EASY
We look forward to welcoming you as an accredited participant of the CGSO.
Chief Executive Officer
Consumer Goods and Services Ombud