A revised consumer goods and services industry code is set to take effect on December 1, 2026, in South Africa. The code, which was published in Government Gazette 55719 on November 11, 2026, aims to strengthen oversight of the industry ombud while maintaining free complaint-resolution services for consumers. The code emphasizes that consumers must first give suppliers an opportunity to resolve disputes before approaching the Consumer Goods and Services Ombud (CGSO).
The revised code introduces stronger oversight and clearer referrals for complaints. According to a joint statement by the National Consumer Commission and CGSO on November 12, 2026, the changes will enhance governance and reporting. The code requires quarterly reporting of non-compliant industry participants to the commission. This move is expected to improve cooperation between ombuds where jurisdictions overlap, allowing for the referral of complaints with the complainant's consent.
The CGSO plays a crucial role in assessing whether a complaint falls within its jurisdiction and facilitating dispute resolution through mediation and recommendations. However, it does not have the authority to impose administrative fines. Consumers lodging a complaint should not expect a guaranteed refund. The ombud's services remain free for consumers, who can approach the CGSO after attempting to resolve the issue with the supplier.
The revised code aims to provide a more efficient and effective complaint-resolution process. By requiring consumers to first approach the supplier, the code encourages businesses to address disputes promptly. The CGSO will continue to facilitate, mediate, and make recommendations to resolve disputes. This approach is expected to promote a fair and transparent process for consumers and suppliers alike.
The National Consumer Commission and CGSO have emphasized their commitment to working together to ensure a smooth transition to the revised code. The code's commencement on December 1, 2026, marks a significant step towards enhancing consumer protection in South Africa. The changes are expected to benefit both consumers and suppliers by providing a clearer and more effective framework for resolving disputes.
Consumers can expect a more streamlined process for resolving disputes under the revised code. The code's focus on cooperation and clear referrals aims to reduce confusion and ensure that complaints are directed to the appropriate authority. By maintaining free complaint-resolution services, the CGSO continues to provide essential support to consumers in South Africa.
The revised consumer code is a significant development in South Africa's consumer protection landscape. With its enhanced oversight and complaint-resolution mechanisms, the code is expected to promote a fair and transparent marketplace. As the code takes effect on December 1, 2026, consumers and suppliers can look forward to a more efficient and effective process for resolving disputes.
Key points
- The revised consumer code takes effect on December 1, 2026, in South Africa.
- The code maintains free complaint-resolution services for consumers.
- The code introduces stronger oversight and clearer referrals for complaints.
