Every consumer crisis, injustice, inefficiency or error has a financial implication. If you don't get satisfacton when you report serious service problems or product performance disasters to the supplier, there's usually a representative or regulatory body you can turn to. However, you may have recourse only if suppliers are registered with such bodies, so it's important to deal with the right people in the first place. We have compiled a list of crucial contact details you can use before you enter into contracts, so you know your rights, or afterwards, to resolve disputes.
ADVERTISING
To complain about unethical, untrue or misleading advertising, contact the Advertising Standards Authority
. Tel: (011) 781 2006; fax: (011) 781 1616; address: PO Box 41555, Craighall, 2024; email: [email protected]. Complaints must be put in writing.
ALARM SYSTEMS AND COMPANIES
The South African Intruder Detection Services Association
is a representative body dealing with complaints about burglar alarms, monitoring centres and armed response companies that are registered with the association. Tel: (011) 845 4870; fax: (011) 845 4850; email: [email protected]
AUCTIONEERS
If you have a complaint about an auctioneer, contact Darren Winterstein of the South African Institute of Auctioneering
. Tel: (011) 237 4444; fax: (011) 392 5205; address: PO Box 1690, Saxonwold, 2132.
BANKING
If you feel you have received unfair treatment from your bank, contact Neville Mellville, the Banking Adjudicator
. You should, however, be aware that he cannot investigate your complaint if it is already in the hands of an attorney. Tel: (011) 8380035; fax: (011) 8380035; address: PO Box 5728, Johannesburg, 2000; email: [email protected]
Most of the banks have freecall or sharecall numbers that you can use to report stolen cards or obtain information about new products and banking services.
BAR CODING
Major supermarkets subscribe to a code of conduct for scanning bar codes. If a supermarket frequently has discrepancies between the price of goods on the shelf and the price charged at the till, it could be guilty of contravening the code. The European Article Numbering Union Code Council (EAN.UCC) monitors the international identification standards for products, services and locations. Contact the local arm, EAN South Africa
. Tel: (011) 789 5777; fax: (011) 886 4966; address: PO Box 41417, Craighall, 2024; email: [email protected]; website: www.ean.co.za
BUILDING AND CONSTRUCTION
The Master Builders Association
offers an inspection service (charged at an hourly rate) and gives expert opinions on building problems. It also attempts arbitration between builders registered with it and clients, to avert legal action. If the matter goes to court, the association's report can be used as expert evidence. Numbers for the association's regional offices are in the telephone directory. The Gauteng office can be reached on tel: (011) 805 6688; fax: (011) 805 6718; email: [email protected]; website: www.gmba.org.za
When using the services of a builder, check if the builder is registered with the National Builders Registration Council
. If a problem arises with one of its members, the council will act as arbitrator. If the builder goes out of business or does not honour the contract, the council's fund will complete the job, provided the builder is a member. Tel: (011) 348 5700; fax: (011) 789 2902.
Contact the South African Bureau of Standards
if you need to check if your building materials meet the regulations. Tel: (012) 428 7900; fax: (012) 428 7034; address: Private Bag X191, Pretoria, 0001.
Local authorities are legally required to ensure that prefabricated timber roofs are made to standards laid down in the national building regulations. The local authorities will not allow the owner to occupy the dwelling until the certificate of completion has been signed. If you are building a house or need more information, contact the Institute for Timber Construction
. Tel: (011) 974 1061; fax: (011) 392 6155; address: Private Bag 686, Isando, 1600; email: [email protected]; website: www.itctruss.co.za
BUSINESS PRACTICE
The Consumer Affairs Committee
investigates harmful business practices. It will investigate your complaints and, where necessary, apply to the Minister of Trade and Industry to have the offending person or company listed in the Government Gazette, making it a criminal offence for them to operate that business. Tel: (012) 310 9569; fax: (012) 320 0579; address: Private Bag X84, Pretoria, 0001; email: [email protected]; website: www.dti.gov.za
If you are the victim of anti-competitive behaviour, the Competition Commission
will investigate. Tel: (012) 482 9000; website: www.compcom.co.za
COMPUTICKET BOOKINGS
If you have a complaint about a Computicket booking, tel: (011) 340 8000; fax: (011) 340 8903; or email: [email protected]
CORRESPONDENCE COLLEGES
Private correspondence colleges are registered with and evaluated by the Correspondence College Council of South Africa
. It acts as a mediator between colleges and students. Tel: (011) 476 7840; fax: (011) 476 7825; address: PO Box 3949, Northcliff, 2115; email: [email protected]
CREDIT RATINGS
To check your credit rating or to get advice on a credit problem, you need to contact a credit bureau. One of the largest is the Information Trust Corporation
. Tel: (011) 488 2720; address: PO Box 4522, Johannesburg, 2000; email:
. Tel: (011) 463 3930 / 089 110 5665; fax: (011) 463 7802; website: www.experian.co.za
You will need proof of identity and will be required to pay a fee to obtain your rating.
The Credit Bureau Association
provides information on how credit bureaux work and takes up problems you have with credit bureaux if you have exhausted all other avenues. Tel: (011) 886 8519; fax: (011) 789 6080; address: PO Box 41887, Craighall, 2024.
The Association of Debt Recovery Agents
represents debt collection businesses which handle the collection of retail, professional, bank and institutional accounts for all major credit grantors. Tel: (011) 326 4392; fax: (011) 886 7551; address: PO Box 240, Pinegowrie, 2123; email:
CONSUMER ISSUES
The National Consumer Forum
protects and promotes the rights of consumers. Tel: (011) 313 3237; fax: (011) 313 3086; address: PO Box 4487, Halfway House, 1685; email:
DIRECT MARKETING AND SELLING
The Direct Marketing Association
investigates complaints about mail order and junk mail as well as direct marketing by television, telephone or fax. Tel: (011) 482 6440; fax: (011) 482 1200; address: PO Box 977, Auckland Park, 2006; email: [email protected]; website: www.dma.org.za
The Direct Selling Association
deals with complaints regarding direct sales through parties or demonstrations. Tel: (011) 726 5300; fax: (011) 482 2000; Private Bag 34, Auckland Park, 2006; website: www.dsasa.co.za
ESTATE AGENTS, LANDLORDS AND SECTIONAL TITLE
Contact the Rental Housing Tribunal
to resolve disputes between tenants and landlords through mediation or by holding a hearing. In the Western Cape, tel: (021) 483 2111; fax: (021) 483 2060; address: Ground Floor, IFM Building, 27 Wale Street, Cape Town, 8001. In Gauteng, tel: (011) 355 4863; fax: (011) 355 4686; address: Private Bag X79, Marshalltown, 2107. In the North West (Limpopo) province, tel: (018) 387 6000; fax: (018) 387 6039; address: 2nd Floor, Housing Department, NWDC University Drive, Klerksdorp, 2571.
For complaints about anyone acting as an estate agent, contact the Estate Agency Affairs Board
. Tel: (011) 880 9994; fax: (011) 883 9956; address: Private Bag X10, Benmore, 2010; email: [email protected]; website: www.eaab.org.za
For legal advice on all aspects of low-cost housing, contact the Housing Consumer Protection Trust
. Tel: 08600 111 663; fax: (011) 333 1050; address: PO Box 5156, Johannesburg, 2000.
Bob Gauld
offers free advice on the rights of members of a body corporate. Phone and fax: (011) 393 2671; email: [email protected]
ELECTRICITY
The South African Bureau of Standards
investigates complaints about the safety of electrical appliances. Tel: (012) 428 7911; address: Private Bag X191, Pretoria, 0001; website: www.sabs.co.za
To check your electricity account details, phone the Eskom
sharecall number: 0860 110 124 or visit the website: www.csonline.eskom.co.za
If you have a problem with your electricity supplier and are not able to solve it, contact the National Electricity Regulator
. Tel: (012) 401 4600; fax: (012) 401 4700; address: PO Box 40343, Arcadia, 0007; website: www.ner.org.za
The Electrical Contractors Association
guarantees the work of its qualified and registered members up to R10 000. Tel: (011) 392 0000; fax: (011) 974 9961; address: PO Box 9683, Edenglen, 1613; website: www.ecasa.co.za
For problems relating to electrical compliance certificates, call your local electricity department for details of the electrical inspection authority in your area, or call the Western Cape Electrical Inspection Authority
and ask to be referred to an office near you. Tel: (021) 987 3010; fax: (021) 987 3010.
FRANCHISING
The Franchise Association of Southern Africa
will answer questions about a specific franchise or general questions about buying into a franchise. Tel: (011) 484 1285; fax: (011) 484 1291; address: Postnet Suite 267, Private Bag X30500, Houghton, 2041; email: [email protected]; website: www.fasa.co.za
FURNITURE
Removal firms should belong to the Professional Movers' Association
. Contact the secretary, Nico Fourie, on tel: (021) 553 4318 or fax: (021) 553 4318. The Road Freight Association will arbitrate if you have a dispute with one of its member furniture removal firms. Tel: (011) 789 1357; fax: (011) 789 1367.
The Furniture Traders Association
arbitrates in disputes involving its members in the retail furniture trade. Tel: (011) 789 6770; fax: (011) 789 6645; address: PO Box 1084, Pinegowrie, 2123; email: [email protected]
If you have a problem with a supplier of built-in cupboards and bathrooms, contact the Kitchen Specialists Association
. Tel: 0800 333 121; fax: (011) 784 3440; address: PO Box 411108, Craighall, 2024.
INVESTMENT / INSURANCE / FINANCIAL
The Life Assurance Ombudsman
is Judge Jan Steyn and he helps to solve problems with life assurance companies. Tel: (021) 674 0330; fax: (021) 674 0951; address: PO Box 5007, Claremont, 7735; email: [email protected]
Should you have a problem getting information from a life assurance company, the Life Offices' Association
, which is an industry body, will step in. Contact Tania Valentine. Tel: (021) 423 2233; fax: (021) 423 0222; email: [email protected]; website: www.loa.co.za Complaints must be made in writing.
The Short-term Insurance Ombudsman
is Helm van Zijl. Tel: (011) 726 8900; fax: (011) 726 5501; address: PO Box 32334, Braamfontein, 2017; email: [email protected]
The Pension Fund Adjudicator
, Professor John Murphy, will help you to resolve problems with your pension fund. Tel: (021) 674 0209; fax: (021) 674 0185; address: PO Box 23005, Claremont, 7735; email: [email protected]
The Financial Services Board
regulates the activities of long- and short-term insurance companies, friendly societies (mutual societies such as stokvels), pension funds and financial service companies. Tel: (012) 428 8000; fax: (012) 347 0221; address: PO Box 35655, Menlo Park, 0102; email: [email protected]; website: www.fsb.co.za
If you have a problem with a government pension, contact your local welfare office or call 0800 220 250.
To find an accredited financial planner, contact the Financial Planning Institute
. Tel: (011) 475 1149; fax: (011) 475 1158; address: PO Box 6493, Weltevredenpark, 1715; email:
For advice or to lodge a complaint about a micro-lender, contact the Micro-Finance Regulatory Council
. Tel: 0860 100 406; fax: (011) 647 4440; email: [email protected]; website: www.mfrc.co.za
LABOUR
For labour disputes, contact the local office of the Council for Conciliation, Mediation and Arbitration
. Tel: (011) 377 6650; fax: (011) 834 7351; address: Private Bag X94, Marshalltown, 2107; website: www.ccma.org.za
LEGAL
If you want to enquire or complain about an attorney or attorneys' fees, contact the Law Society of South Africa
. You can also check with the society whether someone is registered to practice as an attorney. Tel: (012) 362 1729; fax: (012) 323 2606; address: PO Box 1493, Pretoria, 0001.
Cape Town Law Society: Tel: (021) 424 8060; fax: (021) 422 1355.
Northern Province Law Society: Tel: (012) 323 0400; fax: (012) 323 2606.
KwaZulu-Natal Law Society: Tel: (033) 345 1304; fax: (033) 394 9544.
Free State Law Society: Tel: (051) 447 3237; fax: (051) 430 7369.
There are 12 branches of the Legal Aid Board
countrywide. It offers a free service to people who cannot afford a lawyer. Tel: (012) 481 2700; fax: (012) 341 8747; address: Private Bag X163, Pretoria, 0001.
MEDIA
The Press Ombudsman, Ed Linington, will deal with written complaints concerning the print media. Fax: (011) 788 4990; address: PO Box 47221, Parklands, 2121.
MEDICAL
The Medical Schemes Council
deals with problems regarding medical schemes. Tel: (012) 431 0500; fax: (012) 430 7644; address: Private Bag X34, Hatfield, 0028; website: www.medicalschemes.com
The South African Dental Association
will deal with complaints and questions about treatment and charges by its members. Tel: (011) 484 5288; fax: (011) 642 5718; address: Private Bag X1 Houghton, 2041; website: www.sadanet.co.za
The Health Professions Council of South Africa
deals with complaints about doctors and dentists. Tel: (012) 338 9300; fax: (012) 328 5120; address: PO Box 205, Pretoria, 0001; email: [email protected]; website: www.hpcsa.org.za
MOTOR INDUSTRY
The Automobile Association
(AA) provides technical and legal advice and assistance to its members. Tel: (011) 799 1000; or if your call relates to breakdowns 0800 010 101; customer care and new clients 0860 111 994; medical emergency 0800 033 007.
The Retail Motor Industry
will investigate if you have a dispute with a garage or dealership that is one of its members. Tel: (011) 789 2542; fax: (011) 789 4525.
If you have a dispute with a manufacturer of a new vehicle, the National Association of Automobile Manufacturers of South Africa
will arbitrate between you and a member manufacturer. Tel: (012) 323 2980; fax: (012) 326 3232; address: PO Box 40611, Arcadia, 0007; email: [email protected] Queries and complaints must be made in writing and addressed to the director.
The independent Motor Industry Adjudicator
will investigate and rule in cases where the vehicle owner and the dealer/manufacturer are unable to reach an agreement. The adjudicator will only process written complaints. Fax: (012) 348 9303; email: [email protected]
PUBLIC AFFAIRS
The Public Protector
investigates unfair treatment from any government department, government organisation or government-owned company. Tel: 0800 112 040 or (012) 322 2916; fax: (012) 322 5093; address: Private Bag X677, Pretoria, 0001; website: www.polity.org.za/govt/pubprot/
The Parliamentary Monitoring Group
is an information service which keeps records of all committee proceedings of Parliament, all legislation, White papers, Green papers and Bills. Contact the group on tel: (021) 424 1816; fax: (021) 424 1814; email: [email protected]; website: www.pmg.org.za
PLUMBING
The Institute of Plumbing
provides advice and guidance, but only intervenes in disputes involving its members. Tel: (011) 477 4563; fax: (011) 477 4520; address: PO Box 1351, Rooseveltpark, 2129; email: [email protected]; website: www.iopsa.org.za
SHERIFF OF THE COURT
To complain about the behaviour of a sheriff of the court, contact the Board of Sheriffs
. Tel: (021) 461 6622; fax: (021) 461 9619; address: PO Box 5454, Cape Town, 8000; email: [email protected] Complaints must be made in writing.
TIMESHARE
The Timeshare Institute of Southern Africa
can tell you whether a timeshare company is registered with it and will help you if you have a problem with one of its members. It can be contacted on tel: (021) 914 5210; fax: (021) 914 5202; address: PO Box 2823, Durbanville, 7551; email: [email protected]