The National Consumer Commission (NCC) and Consumer Goods and Services Ombud (CGSO) welcome the publication of the revised Consumer Goods and Services Industry Code of Conduct by the Minister of Trade, Industry and Competition, Mr Parks Tau.
Published in Government Gazette No. 55719 under Notice 4264 of 2026, the revised Code replaces the 2015 Code as of 1 December 2026. It strengthens governance and oversight and provides a framework for addressing businesses whose activities fall within the jurisdiction of more than one accredited ombud.
The Code sets minimum standards for businesses when dealing with consumers and provides access to independent alternative dispute resolution. CGSO’s complaint-resolution services remain free to consumers.
Welcoming the revised Code, Mr Hardin Ratshisusu, Acting Commissioner of the NCC, said: “ The revised Code of Conduct affirms the impactful work of the CSGO over the years and further recognises the need for an effective alternative dispute resolution mechanism. A fair and compliant consumer goods and services sector relies on clear rules and effective accountability. The Code of Conduct puts those businesses who refuse to comply with the Consumer Protection Act more clearly in our sights.”
Ms Queen Munyai, CEO of the CGSO, said that the revised Code was a vote of confidence in the CGSO’s work: “As an Ombud office, our role is not to police but to mediate and find workable solutions when suppliers are unable or unwilling to resolve disputes with consumers. The new Code provides a solid, unambiguous framework that will strengthen consumer rights in South Africa by facilitating cross-sector collaboration. We are looking forward to working closely with industry and the NCC to ensure wider compliance with the Consumer Protection Act and the Code.”
What the revised Code provides
The revised Code introduces or strengthens provisions covering:
Governance and accountability: More explicit Board responsibilities for risk management, conflicts of interest, internal audit and financial reporting, together with clearer responsibilities for the CEO and Ombudsman.
Greater cooperation with the National Consumer Commission: Formalised quarterly reporting of non-compliant industry participants and a Compact Agreement governing the NCC’s monitoring of the Code’s implementation and application.
Making provision for overlapping jurisdictions
The revised Code introduces an express framework for managing overlapping jurisdictions between accredited industry ombuds. This recognises that certain businesses may operate across more than one industry and consequently fall within the jurisdiction of more than one accredited ombud.
Importantly, the Code provides for greater cooperation between ombud schemes, including the appropriate referral of complaints, while preserving their respective areas of expertise. Businesses falling within multiple accredited ombud jurisdictions are required to contribute to the relevant schemes, with funding contributions reduced to account for the overlap.
Ombudsman, Mr Liaquat Soobrathi commented: “This is an important development in recognising that consumer transactions do not always fall neatly within the boundaries of a single industry. A business may provide different goods or services that fall within the jurisdiction of more than one accredited ombud. The revised Code provides a framework for addressing these overlaps, ensuring that consumers are directed to the appropriate dispute resolution body while avoiding unnecessary duplication of industry funding obligations. Ultimately, the objective is to improve access to redress, strengthen cooperation between ombud schemes and reduce jurisdictional uncertainty for consumers and businesses alike.”
Consumers can continue to approach CGSO for free assistance
The revised Code update aspects of the complaint-handling process while retaining facilitation, mediation, and recommendations, but does not materially change the process for consumers.
“Consumers must first raise their complaint with the supplier and give the supplier an opportunity to resolve it. If the matter remains unresolved, they can contact CGSO for assistance and an assessment of whether the complaint falls within its jurisdiction,” says Munyai.
CGSO assists through facilitation, mediation and recommendations and does not impose administrative fines. Matters requiring regulatory enforcement may be referred to the NCC for investigation and appropriate action, including referral to the National Consumer Tribunal where warranted. The Tribunal has the power to impose administrative fines of up to 10% of a supplier’s annual turnover.
Consumers and businesses can access the revised Code at www.cgso.org.za, or at www.thencc.org.za
Consumer assistance: 0860 000 272
WhatsApp: 081 335 3005
Email: info@cgso.org.za
Issued by Dr Jack Malatji on behalf of the Consumer Goods and Services Ombud, Senior Manager: Stakeholder Communications & Advocacy. Mobile: 073 168 9654; e-mail: jackm@cgso.org.za
For more information and media interviews, please contact Ouma Ramaru, Public Relations and Education Manager, on 011 781 2607; or 073 899 9551 or via email at oumar@cgso.org.za
About the CGSO
Established in 2013, the CGSO is an independent and accredited alternative dispute resolution scheme as defined in the Consumer Protection Act (CPA). Its accreditation derives from section 82 of the CPA, and its dispute resolution mandate from section 70 of the CPA. The services of the CGSO are free to consumers.
In addition to providing for a scheme of alternative dispute resolution as described in section 70 of the CPA, the CGSO’s mandate includes raising the standards of good conduct in the industry; offering guidance to participants around the implementation of and compliance with the CPA; and educating consumers as to their rights and redress available to them should an industry member breach the CPA or the Code.