Important News from the SA Consumer Goods and Services Ombuds

The Consumer Goods and Services Ombuds CGSO) is the official body to which consumers complain on any retail issue – off-line and online. EFSA works closely with the CGSO on complaints received about ecommerce. The CGSO and the Companies Tribunal (CT) have recently signed a Memorandum of Understanding  that will strengthen the ability of both organisations to deliver on their mandates by bolstering the alternate dispute resolution (ADR) process.

As the OPress Release says: “the MOU commits both organisations to jointly cultivating sound principles of good governance, raising the standards of good practice in the industry and promoting the fair, impartial and speedy resolution of disputes affecting companies and consumers through ADR. In terms of the agreement, the two institutions have resolved to cooperate on, among other things, referral by either the CT or CGSO matters for the purpose of alternative dispute resolution and adjudication within the jurisdiction of each party for consideration, information sharing on ADR best practices, sharing of IT information on areas concerning case management systems, research information, policy documents, consumer education and public awareness programmes. Due to the parties’ complementary mandates, the agreement provides for the optimal use of resources and management of potential duplication of work by way of a crossreferral of complaints, with the CT serving as a preferred body for the resolution of company disputes.”