The Department of Economic Development, through the Gauteng Office of Consumer Affairs (GOCA), celebrated World Consumer Rights Day in Pretoria today, an event held annually. This occurred on the eve of the coming into effect of the Consumer Protection Act which seeks to create and promote consumer rights and responsibilities and promote fair, efficient and transparent market place for both consumers and business.
The Chief Director for Consumer Affairs, Fati Manamela, said the department was ready to implement the Act. “Since the beginning of the current financial year, we have successfully resolved 995 complaints lodged though our offices. This is a clear indication that we are ready to play a meaningful role in the implementation of the Consumer Protection Act for the benefit of consumers and business,” said Manamela.
The month of March is dubbed Consumer Month, dedicated to raising awareness on the challenges faced by consumers when they transact with service providers as well as educating them on their consumer rights and responsibilities. This year’s event is held under the theme “Consumers for fair financial services”.
During exhibitions attended by regulators and industry associations such as the National Consumer Tribunal (NCT), National Energy Regulator of South Africa (NERSA), Council for Medical Schemes (CMS), National Credit Regulator (NCR), Financial Services Board (FSB), National Regulator for Compulsory Specifications (NRCS), National Consumer Forum (NCF), Manamela said he cannot overemphasise the need for consumers to thoroughly read the contracts before signing. “It is very important to read a contract, ensure that you clearly understand the terms and conditions before signing the contract for it makes it difficult to preside over a case where a authentic signature of the consumer is there,” said Manamela.
The GOCA was established in terms of the Consumer Affairs (Unfair Business Practices) Act 7 of 1996 to protect and promote the rights of consumers. The office is aware that in transacting with service providers, consumers are sometimes faced with challenges in terms of unwarranted services provided, and it was with this in mind that the office was established to:
- Receive, investigate and dispose of cases of alleged unfair business practices
- Initiate investigations - even if no cases were lodged and published in the provincial gazette
- Advice consumers on consumer related issues.
Where consumers have been subjected to an unfair business practice and the office cannot resolve the matter by negotiation and mediation with both parties, the matters are then referred to the Consumer Affairs Court for adjudication. All the complaints lodged at the offices are finalised. The office will close a file for the following reasons:
- If a complaint was resolved
- Referred to Consumer Affairs Court
- Referred to another regulator or industry association e.g. National Credit Regulator; Ombudsman for Banking Services, Long-Term Insurance Ombudsman etc or
- No unfair business practice found to have occurred. According to the Bill of Rights enshrined in the Constitution, the consumers have the following rights:
- Right to equality in the consumer market and protection against discriminatory marketing practices
- Right to privacy
- Right to choose
- Right to disclosure of information
- Rights to fair and responsible marketing
- Right to fair and honest dealing
- Right to fair, just and reasonable terms and conditions
- Right to fair value, good quality and safety
- Right to accountability by suppliers
GOCA has regional offices throughout the province, for consumer complaints, head office can be contacted on 011 355 8006.
Enquiries:
Mandla Sidu
Cell: 082 773 9013
