The Consumer - Only from CPA Right 8

Question 1

Warranty

Answer 1

The seller/distributor’s formal, written promise that a product is reliable & free of defects.
If the product breaks /becomes defective within a specified period, it will be repaired/replaced at no cost.

Question 2

Guarantee

Answer 2

Manufacturer’s formal, written promise that the quality & durability of a product will comply with certain standards for a given length of time.
If product doesn’t comply with conditions of guarantee, money will be refunded.

Question 3

Department of Trade and Industry

Answer 3

Responsible for creating a competitive, enabling economic environment through the implementation of fair, transparent, effective and predictable regulations.

Question 4

Consumer corporate and regulations division

Answer 4

Offers info and advice to consumers on their rights and how and where to complain

Question 5

Provincial consumer affairs offices (PCAO)

Answer 5

Deals with all consumer complaints within a particular province
(Gives direction to consumer on which ombudsman to go to)
Staff advise on consumer issues
Provide info, protection and education.
Elects a consumer protector… provincial consumer court.

Question 6

National Consumer Commission (NCC)

Answer 6

(Governmental)
Est. to enforce the CPA
Ensure consumers well educated and informed
Promote a fair market place
Est. norms and standards
Stop unfair marketing
Promote responsible consumers
Give a legal framework

Question 7

National Consumer Forum (NCF)

Answer 7

(Non-governmental)
e.g. Consumer Fair
Non-profit and autonomous
Raise awareness of consumer rights
Highlight channels they can follow if they face unfair practices
Give a voice to the public
Co-ordinate campaigns

Question 8

South African National Consumer Union (SANCU)

Answer 8

Voluntary independent body
Build up consumer awareness through education, protection and information.

Question 9

Where do I go? (Ombudsmen/Watchdogs) - handle complaints within a particular industry

Answer 9

1. Public sector offices
2. Corporate organisations and private sector
3. Professional bodies

Question 10

1. Public sector offices

Answer 10

Consumer affairs committee - investigates harmful business practices
Public protector - unfair treatment of citizens by gov. offices
Advertising Standards Authority of SA (ASASA) - oversees advertising
SA Bureau of Standards (SABS) - benchmark for quality, canned foods, electrical appliances, building material, safety aspect of cars
Consumer goods and services ombudsman (CGSO) - goods and services complaints

Question 11

2. Corporate organisations and private sector

Answer 11

Furniture Trades Association
National Home Builders Registration Council (NHBRC) - building defects
Estate Agents Affairs Board
Financial Services Board - short and long term insurance
National Credit Regulator (NCR) - complaints on credit providers

Question 12

3. Professional Bodies

Answer 12

Engineering council of SA - complaints regarding engineering services

Question 13

Consumer journalism

Answer 13

Using media for complaints and information
Sections dedicated to consumer issues
E.g. TV, Newspaper, magazines, Consumer Fair

Question 14

Legal action

Answer 14

Small claims court - below R15000
Magistrate - emotional issue
High court - up to ? R100 000
Legal aid board - means tested in order to qualify
Legal aid bureau - pvt org. also means tested
Legal resource centre - NGO that provides legal advice to the poor
University legal clinics - university based where consumers can take issues

Question 15

Ombudsmen/ professional bodies?/ watchdogs

Answer 15

Health Professions Council of South Africa (HPCSA)

Law Society of South Africa (LSSA)

Advertising Standards Authority of SA (ASASA) - public sector

Broadcasting Complaints Commission of South Africa (BCCSA)

National Home Builders Registration Council (NHBRC) - corporate organisations and private sector

Consumer Goods and Services Ombudsman (CGSO) - public sector

South African Bureau of Standards (SABS) - public sector