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      • 标准销售话术
Daberistic
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      • Offshore funds
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      • Life insurance
      • Arrear Premiums
      • Business insurance
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    • Tax-free Investment Plan >
      • Apply for Tax-free Investment Account
    • Unit Trusts
    • Guaranteed Investments >
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    • Preservation funds
    • Offshore
    • Education plan
    • Endowment
    • Participation Bond
    • Deposits
    • Business investment accounts
    • Private investment accounts
    • Exchange Traded Funds
    • Share investing
    • Personalised share portfolio
    • Retirement income
  • Retirement Funds
    • Starting a Fund - What to Consider
    • Retirement Funds - Your Rights
    • What is Regulation 28?
  • Health
    • Our services
    • Discovery Health >
      • How to Select a Discovery Medical Plan
      • 2022 Update
      • 2023 Update
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      • International Travel Benefit
    • Discovery Vitality >
      • 2022 Update
      • 2023 Update
    • Momentum Health >
      • Momentum Health Products
      • 2022 Update
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    • Bonitas >
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  • Life
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      • Life insurance special offer
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    • Lump sum disability
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    • Severe Illness
  • Insure
    • About Short Term
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      • Goods in Transit Insurance
      • Professional Insurance
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      • Setting goals
      • Budgeting and cashflow management
      • Consumer Protection Act
    • Retirement planning >
      • Retirement Q&A
    • Risk planning >
      • Retirement funds
    • Tax planning
    • Investment planning >
      • What are unit trusts?
      • Active and passive investing
      • Chasing fund performance may be hazardous to your wealth
      • Understanding risk on and risk off
    • Family trusts
    • Wills and estate planning >
      • Make a will
      • Administering an estate / Duties of an Executor
      • What the executor must do once appointed
    • Business planning
    • Frequently asked questions
  • Accounting & Tax
    • About us >
      • DAA Proatia Manual
    • Accounting
    • Tax >
      • 2022 South Africa Budget and Tax Guide
      • 2020 South Africa Budget and Tax Guide
      • 2019 South Africa Budget and Tax Guide
      • 2017 South Africa Budget and Tax Guide
    • Business Plan
    • Company Registration & Secretarial Services
    • Audit/Review/Compilation report
    • Frequently asked questions >
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  • About us
    • Who we are
    • What sets Daberistic apart
    • How we help our clients
    • Our clients
    • Community involvement
    • Company Documents >
      • Privacy Policy
      • Complaints Resolution Policy
      • Conflict Of Interest Policy
      • PAIA Manual
    • Disclosures >
      • POPIA Consent
      • Email Confidentiality Notice And Disclosure
    • Company News >
      • Heritage Day 2015
      • Mandela Day 2016
    • Daberistic Academy >
      • Car insurance rating factors
      • Investment seminars
      • Personal finance seminars
      • Workplace skills >
        • Sales Scripts
        • Client Communication
        • Stress Management
        • Industrial Relations
        • Leadership
        • Employee Benefits
        • Company Values
        • Tax
        • Commercial Insurance
        • Gap cover
        • Excel
        • Retirement -
        • Retirement Annuity &Provident Fund
        • Marketing and Branding
        • Broker Appointment
        • Telephone etiquette
        • Client service etiquette
      • Mini MBA
    • Careers >
      • Positions >
        • Healthcare Consultant/Business Development Manager
      • Questionnaires >
        • Pre-interview Elementary Test
        • Chinese Client Consultant Pre-interview Questionnaire
        • Short-term Insurance Administrator Pre-interview Questionnaire
        • HR and Finance Administrator Pre-interview Questionnaire
    • Contact us >
      • Cancellation
  • 我想要
    • 德博理财专栏
    • 查看旧德博理财专栏
    • 促销活动 >
      • 百万富翁投资计划
      • 半百万富翁投资计划
      • Fedgroup飞达参与分红债券
    • 申请新保险 >
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      • 寿险/意外险报价资料表
      • 国际学生医疗保险2023
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      • 医疗保险需求评估
      • 医疗保险申请
      • 加入活力健康计划
      • 投资 >
        • 投资方案报价
        • 孩子教育基金. >
          • 非洲排名前100高中
          • 南非高校排行榜
        • 为年老时存钱.
        • 闲钱投资.
        • 月领退休金.
        • 免税投资账户.
        • 投资型保单.
        • 股票.
        • 基金
        • 海外基金
        • 房地产基金.
        • 投资
      • 汽车保险报价
      • 店面投保
    • 现有保单管理 >
      • 保费没扣到
      • 在线税务证明申请表格
      • 人寿险/意外险保单管理
      • 医疗保险客服 >
        • 新生儿加保申请表格
        • 家属退保申请表格
        • 国际旅游医疗福利
        • Discovery医保怀孕生产幼儿福利
        • 下载Discovery医疗保险证明
        • 下载Discovery医保税务证明
        • Sirago附加险索赔提交
      • 投资账户管理
      • 产物保险管理
      • 客服满意度问卷
    • 申请索赔 >
      • 申请车险索赔
    • 住院
    • 常用专科医生名称中英文对照
    • 出车祸处理
    • 设立遗嘱 >
      • 遗嘱的生效和不生效
      • 遗嘱的处分
      • 遺囑執行人被任命後
    • 聘德博为经纪人
    • 非居民在南非开银行账户
    • 投资移民
    • 唐人街商铺联系方式
  • 财富管理
    • 如何选择投资产品
    • 企业投资账户
    • 私人投资账户
    • 孩子教育基金
    • 为年老时存钱 >
      • 退休需要認真金錢
    • 闲钱投资
    • 海外投资 >
      • 如何投资海外资产
      • 南非外汇管制规定
      • Investors Trust外幣投資
    • 免税投资帐户 >
      • 免税投资账户问答集(Q&A)
    • 月领退休金
    • 投资型保单
    • 基金 >
      • 如何挑选基金
    • 稳赢固定利率保单
  • 员工福利
    • 公司团体医疗保险Q&A
    • 员工福利Q&A
    • 公积金Provident Fund说明
    • 中小企业员工福利完整套餐
  • ​人寿保险
    • 为什么要购买人寿保险
    • 人寿保险的妙用
    • 人寿保险常见问题回答
    • 购买人寿保险流程
    • 美元人寿保险
    • 意外险
    • 特殊寿险产品
    • 重大疾病险 >
      • 身体健康检查重要指标
      • 全球癌症病例激增
      • 细数癌症之最
    • Sanlam意外险
    • Old Mutual绿光关怀计划.
  • 医疗保险
    • 南非的医疗保险介紹
    • 医疗保险Q&A 常见问题回答 >
      • Discovery COVID 疫苗注册
      • Discovery 非洲医疗福利
    • 如何选择医疗保险
    • Discovery医疗保险 2022更新摘要 >
      • Discovery医疗保险 2022 - 如何选择医保选项
    • Discovery医疗保险 2023更新摘要 >
      • Discovery医疗保险 2023 - 如何选择医保选项
    • Discovery Vitality活力健康计划 2023 >
      • 激活你的健活奖励
    • Bonitas医疗保险2023介绍
    • Momentum 2023
    • 医疗附加险 >
      • Discovery 附加险
      • Sirago 医疗附加险 2023 >
        • 医疗附加险法规改变
    • 紧急意外险
  • 财产险
    • 雇主责任保险
    • 建筑工程一切险
    • 商业火险
    • 车险
    • 暴动险 Sasria
    • 常见问题
  • 会计师事务所
    • 南非2021财政预算及税法
    • 南非2020财政预算及税法
    • 南非2019财政预算及税法
    • 南非2018财政预算及税法
    • 南非2017财政预算及税法
    • 南非2016财政预算及税法
    • 南非2015财政预算及税法
    • 南非2008财政预算及税法
  • 关于我们
    • 我们如何与众不同
    • 我們如何帮助客户 - 保险篇
    • 我們如何帮助客户 - 投资理财篇
    • 德博理财学院 >
      • 标准销售话术

NATIONAL CONSUMER COMMISSION &THE CONSUMER PROTECTION ACT 68 of 2008

NATIONAL CONSUMER COMMISSION


Public   Entity   established   in   terms   of   the Consumer    Protection  Act    No.  68  of  2008 (CPA);

Commission  responsible for enforcement of the CPA, national jurisdiction;

Commission Operational since 01 April 2011

NCC FUNCTIONAL AREAS

Advocacy  Education  and  Awareness  (Consumer/ Business Education ; Stakeholder Relationship Management; Positioning the NCC as South Africa’s consumer voice)

Investigations ( reactive or pro-active)

Complaints Handling (Call centre; receipt, negotiated settlement ; conciliation ; compliance notices)

Legal ( representing the NCC at Tribunal)

Research (for policy improvement)        

CONSUMER LAW REVIEW

Outdated; no substantial review since 1989

Weak enforcement mechanisms and structures;

Relied on criminal sanctions

Fragmented regulation across sectors;

Global and domestic environment has changed significantly – Opening up of markets and movement of people, goods and services across borders;


RESEARCH CONDUCTED

85% of South African consumers, especially rural consumers, are not aware of their rights and 75% indicated that the courts were inaccessible;

Increasing incidents of misleading and bait advertising, on honoring of guarantees, abuse of information, non disclosure, unfair contract terms

42% of consumers who complained were refused assistance (65% in rural areas) and only 21% are aware of the various institutions that assist consumers (16% for provincial courts);

Consumers prefer better disclosure, simpler administrative remedies in
the form replacements and refunds and accessible dispute resolution.

An average of 60% of consumers do not complain when they experience problems because they do not know where to go or lack confidence in
the system of consumer redress and enforcement.


NEW CONSUMER REGIME

The  Consumer  Protection  Act  No.  68  of  2008;  (CPA) came into effect on 01 April 2011;

Overarching piece of legislation;

Prescriptive in nature;

9 UN consumer rights given legislative backing;

Mandatory for business to uphold;

Establishes the National Consumer Commission

CHAPTER 1 Part A

The Act expands on the conventional definition of “consumer” by -

– Including users, beneficiaries or recipients of goods and services so as to extend redress to third parties especially with regards to product liability; and

– Including franchisees who currently have very limited protection through a voluntary industry code of conduct.

– Small business with a turnover up to R3m


Definition of supplier not limited to retailers only but to any public
or private entity (Government institutions and all state organs)
that promotes or supplies goods and services to consumers.  

PROTECTION OF CONSUMER RIGHTS

Who can lodge a complaint?

An individual acting on his or her own behalf

An authorized person acting on behalf of another who cannot act for him/herself;

Person acting as a member or in the interest of affected group or class;

Person acting in the public interest with leave of the Tribunal or court

Association acting on the interests of its members. 

CONSUMER RIGHTS

Part A: Right of equality in the consumer market:

•   Prohibit any form of unfair discrimination in line with the Equality Act and the
•   Constitution. The Equality Court has jurisdiction to adjudicate cases on referral from the Consumer Commission.

Part B: Right to privacy:

•   Limits the use of consumer’s personal information
•   Provides for  “Opt out” Register option for unsolicited marketing communication.
•   Consumers can also register a pre emptive block on a register to be
operated by government or industry.

Part C: Right to Choose

•   Prohibits automatic renewal of fixed term agreements
•   Requires quotes for maintenance and repair services
•   Provides for right to return goods and receive refunds within fifteen days.


CONSUMER RIGHTS

Disclosure and information:

•   Give consumers the right to information in plain and understandable language
•   Require compulsory display of prices and provision of transaction records
•   Requiring product labels and trade descriptions not to be misleading;

Fair and responsible advertising, marketing and promotion:

•   Prohibits unfair marketing practices (bait, referral, negative option.)
•   Regulates promotional competitions
•   Sets standards for customer loyalty programs

Fair and honest dealings

•   Prohibits false, misleading and deceptive representations;
•   Prohibits overselling and overbooking;
•   Prohibits unconscionable conduct.

Right to Fair, just and reasonable terms and conditions

•   Prohibits unfair, unreasonable or unjust contract terms
•   Outlaws unilateral changes to contracts
•   Outlaws certain types of agreements (minors, negative option, etc)
•   Outlaws any form of contracting out

Right to Fair Value, Good Quality and safety:

Facilitates access to quality service, safe goods and services and redress by:

•   Providing statutory warranties for safety and quality
•   Introducing a general product safety monitoring and recall regime
•   Extending strict liability to retailers for illness, injury, damage to property and death as a result of defective goods or improper                    labeling.

Supplier Accountability

Fiduciary duty: a supplier in possession of any prepayment, deposit,
membership fee or other money belonging to the consumer, the supplier:

•    Must not treat property as his; liable to the consumer for any loss suffered
•    Exercise care, diligence and skill

Further, the duty of care also applies to the executor, administrator or liquidator of the supplier
If supplier fails to deliver any goods, the supplier must at the option of the consumer:

•    Supply equivalent or more superior products ;or
•    Refund (1) money paid plus interest or (2) double the amount paid

If consumer terminates the supplier may charge termination fee and refund balance to consumer.

•   No fee to be charged if consumer sick/dead or when the supplier did 1n2ot forewarn the consumer about termination/penalty fee.


Role of the NCC

The Commission has the responsibility to enforce the Act by –

•   Initiating complaints on systemic issues affecting consumer generally;
•   Investigating complaints referred by consumers, or any person entitled to do so by the Act;
•   Issuing compliance notices to entities investigated;
•   Negotiate settlement of complaints where suppliers wants to settle the matter without referral to the Tribunal;
•   Facilitating conclusion of consent orders;
•   Referring matters to the Tribunal for adjudication;
•   Refer matters to the Equality Court.
•   Accreditation of Consumer Groups, Industry Codes of conduct and Ombud Schemes

Role of the Provinces

In terms of section 84 of the Act Provinces may do the following in respect of matters in their province -

•   Issue compliance notices to any person carrying on exclusive business in the province

•    Facilitate mediation/conciliation

•    Refer dispute to consumer court if there is one in that province

•  Request the Commission to initiate a complaint.

National Consumer Commission Contact Center 


No: 012 761 3000
Email: complaints@thencc.co.za


Source: Bulelwa Hewu on behalf of NCC 
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