South Africa's consumer watchdog is investigating growing complaints about product failures and repair concerns, sparking debate about whether goods are of poorer quality or becoming harder to repair. The National Consumer Commission (NCC) and the Consumer Goods & Services Ombud (CGSO) recorded 3,006 complaints involving goods that failed within six months of purchase or developed problems after repairs between January 2022 and September 2026.
The majority of complaints involved electronic products, with 904 cases involving goods that failed within six months, 710 complaints about cellphones, 703 about household appliances, and 466 about entertainment electronics. The NCC says it has seen an increase in complaints involving warranty claims under the Consumer Protection Act's six-month warranty on goods. Between January and September 16 this year, 669 complaints involved products that failed within six months of purchase.
However, regulators are cautious about linking these complaints directly to planned obsolescence, a practice where manufacturers deliberately reduce a product's lifespan or accelerate replacement. The NCC says it has not formulated a view on whether planned obsolescence is a concern in the South African market, citing the complexity of the issue. Product failures can result from manufacturing defects, component quality, normal wear and tear, or accidental damage.
The Competition Commission's aftermarket inquiry highlights a broader range of factors that determine a product's lifespan. Commission spokesperson Siyabulela Makunga said planned obsolescence could include software that slows device performance, measures that make repairs expensive, and design choices that make products harder to repair. The commission's draft guidelines on repair, service, and maintenance aftermarkets may be used in investigations of conduct associated with planned obsolescence.
The issue of product lifespan is linked to a broader discussion about competition and consumer choice. A product may remain physically functional but become obsolete if spare parts are unavailable, independent repairers cannot access diagnostic tools, or software support is withdrawn. Evidence of these challenges is visible in local complaint data, with 592 complaints involving defects after repairs, including poor workmanship and recurring faults.
Regulatory attention is increasing internationally, with countries like France introducing repairability measures to help consumers assess product repairability before purchasing. Italy has investigated manufacturers over software-related practices affecting device performance and longevity, while Australia has examined barriers to repair as part of broader consumer and competition policy reforms.
The NCC notes that many electronic products are covered by manufacturer warranties extending beyond the Consumer Protection Act's six-month protection period. However, warranties do not fully address the longer-term question of durability, and once warranty periods expire, consumers may still encounter limited repair options or unavailable parts. The regulator continues monitoring supplier practices and market conduct but is not considering specific measures aimed at planned obsolescence.
Key points
- Planned obsolescence concerns are being examined in South Africa amid growing complaints about product failures and repair issues.
- The Competition Commission's draft guidelines on repair, service, and maintenance aftermarkets may be used to investigate conduct associated with planned obsolescence.
- International regulators are taking steps to address product repairability and longevity, including introducing new measures in France, Italy, and Australia.
