If you've ever struggled with a faulty appliance, a delivery that never arrived, or a contract you couldn't cancel, you're not alone. Fresh figures from the Consumer Goods and Services Ombud (CGSO) paint a clear picture: consumer complaints South Africa are climbing, and Gauteng is at the centre of it all.
Between March 2025 and February 2026, the CGSO received 15,355 complaints—a jump of just over a quarter compared to the previous year. That's more than 1,200 extra households reaching out for help. And while complaints came in from all nine provinces, three metros dominate the list.
Why consumer complaints South Africa matter to your wallet
When something you've bought doesn't work—or doesn't arrive—it's more than frustrating. It hits your budget directly. You've already paid. Maybe you're still paying instalments. And now you're out of pocket with nothing to show for it.
We see this often at Spring Loans: clients who took out credit to cover an urgent purchase, only to find themselves chasing refunds or replacements months later. That outstanding debt doesn't pause while you wait for a resolution.
Understanding your rights under the Consumer Protection Act—and knowing where others are running into trouble—can help you avoid the same traps.
Gauteng accounts for nearly half of all complaints
The numbers tell a story of urban concentration. Gauteng logged 7,196 complaints in the 2025/26 period, making up 47% of the national total. The Western Cape followed with 2,870 cases (19%), and KwaZulu-Natal contributed 1,898 (12%).
Together, these three provinces account for 78% of all consumer complaints South Africa recorded through the Ombud.
- Province: Gauteng — Complaints: 7,196 — % of Total: 47%
- Province: Western Cape — Complaints: 2,870 — % of Total: 19%
- Province: KwaZulu-Natal — Complaints: 1,898 — % of Total: 12%
- Province: Eastern Cape — Complaints: 891 — % of Total: 6%
- Province: Limpopo — Complaints: 601 — % of Total: 4%
- Province: Mpumalanga — Complaints: 576 — % of Total: 4%
- Province: North West — Complaints: 570 — % of Total: 4%
- Province: Free State — Complaints: 554 — % of Total: 4%
- Province: Northern Cape — Complaints: 199 — % of Total: 1%
Does that mean Gauteng has the worst service standards? Not necessarily. It's home to Johannesburg, Pretoria, and the East Rand—millions of consumers and thousands of retailers all operating in close proximity. More transactions naturally mean more chances for things to go wrong.
Why the big three provinces lead
Population density plays a role. So does e-commerce penetration. If you live in a major metro, you're more likely to shop online, sign up for satellite TV, buy appliances on credit, or order furniture for delivery. Each of those transactions is a potential complaint if something fails.
Rural provinces, by contrast, may rely more on cash purchases from smaller, local traders—transactions that rarely reach a formal Ombud.
The biggest consumer complaints South Africa households lodge
Province matters less than what goes wrong. The CGSO data show that five issues account for the vast majority of complaints:
- Defective goods within six months – 19% of all cases
- Late or incorrect deliveries – 25% combined
- Cancellations – 16%
- Defective goods after six months – 7%
That means two in every five complaints involve either something arriving broken or not arriving at all.
Defective goods: your rights are stronger than you think
If an appliance, phone, or piece of furniture breaks down in the first six months, the Consumer Protection Act puts the onus on the supplier. They must prove the defect wasn't there when you bought it—not the other way around.
After six months, the burden shifts to you. But the goods still need to be of acceptable quality and reasonably durable. A fridge that dies after seven months isn't acceptable durability.
Many South Africans don't realise they can escalate beyond the store. If the retailer won't help, the manufacturer may still be liable—and the CGSO is a free dispute resolution service.
Delivery delays and the danger to your budget
Late or incorrect deliveries are especially painful when you've already paid—or when you're servicing a personal loan or credit agreement tied to that purchase.
Say you financed a new bedroom suite because your old one was falling apart. The store takes your deposit, you sign the credit agreement, and instalments start. Then the delivery date gets pushed back. And back again. Meanwhile, your debit order keeps running.
Under the Consumer Protection Act, if the supplier can't deliver within the agreed timeframe, you're entitled to cancel and get a full refund—including any interest or fees already charged. But many consumers don't know that, so they wait… and keep paying.
Which industries attract the most complaints?
Online transactions topped the sector list, making up 26% of all consumer complaints South Africa logged last year. Close behind were appliance manufacturers and retailers (19%), furniture stores (14%), and satellite and telecommunications providers (13%).
If you've ever battled to cancel a gym contract, a streaming service, or a fibre package, you'll know why telco and subscription-based services feature so heavily. Cancellation policies are often buried in fine print, and call-centre staff may not be empowered—or incentivised—to let you go easily.
Why online shopping complaints are climbing
E-commerce boomed during the pandemic and never slowed down. But not every online retailer has solid fulfilment systems. You order, you pay, and then… silence. Or the wrong item arrives. Or it's damaged.
The Electronic Communications and Transactions Act gives you a seven-day cooling-off period for most online purchases, but only if the retailer didn't already start delivering a service (like software or streaming). For physical goods, if the item is faulty or not as described, you have the same rights as an in-store purchase.
How much money did consumers recover?
Despite the frustrations, the Ombud process does deliver results. In the 2025/26 period, South African consumers recovered nearly R13 million in cash or cash equivalents—a modest increase on the previous year.
That figure may sound small against the R2.5 billion consumers initially claimed, but most of that gap comes from a single R2 billion claim that fell outside the CGSO's jurisdiction. For the cases the Ombud could handle, 64% ended with a positive outcome for the consumer.
Still, more than 1,700 cases were terminated because suppliers simply refused to respond. The CGSO has no enforcement power in those situations—it can only refer the matter to the National Consumer Commission, which can impose fines of up to 10% of a supplier's annual turnover.
What this means if you're carrying debt
When you finance a purchase—whether through a store account, a credit card, or a personal loan—the credit agreement doesn't automatically pause if something goes wrong with the goods or service.
If a retailer goes quiet or a product turns out to be faulty, you're still liable for the monthly instalment. Miss payments while you wait for a resolution, and you risk damaging your credit record.
Our advice: don't wait in silence. Escalate early. Document everything—emails, SMSs, call logs. Lodge a formal complaint with the retailer in writing, then escalate to the CGSO if you don't get a response within a reasonable time (usually 15 working days).
And if the debt is becoming unaffordable while you chase a refund, speak to your credit provider. Some lenders will note a dispute on your account while the matter is under investigation, which can prevent a default listing.
Tips to protect yourself before things go wrong
- Keep your proof of purchase. Email confirmations, bank statements, invoices—file them all. You'll need them if you lodge a complaint.
- Read the fine print on cancellations. Gym contracts, insurance, telco packages—check the exit terms before you sign.
- Don't assume a warranty fixes everything. Warranty claims can take weeks. The Consumer Protection Act gives you rights on top of any warranty.
- Understand your delivery rights. If the supplier quotes four to six weeks and it's been eight, you're entitled to cancel and get your money back.
- Use the CGSO. It's free, and suppliers know it can escalate to the National Consumer Commission if they ignore it.
When to consider whether credit is the right tool
Financing a big-ticket item makes sense when you need it now and can comfortably afford the repayments. But if the purchase is discretionary, or if your budget is already stretched, the risk of something going wrong—and having to keep paying while you chase a resolution—can tip you into real financial trouble.
Before you commit to a credit agreement, ask yourself:
- Can I afford the monthly instalment even if the item arrives late or faulty?
- Do I have an emergency buffer to cover the repayments while I sort out a dispute?
- Is the supplier reputable, with a clear returns and complaints process?
If the answer to any of those is no, it may be worth waiting until you've saved more, or choosing a lower-cost alternative.
Frequently asked questions
What should I do first if I have a consumer complaint in South Africa?
Start by contacting the retailer or service provider in writing—email or SMS is fine, as long as you have a record. Give them a reasonable deadline (usually 15 working days) to resolve the issue. If they don't respond or refuse to help, escalate to the CGSO.
Does lodging a complaint with the CGSO cost anything?
No. The Consumer Goods and Services Ombud is a free service for consumers. You don't need a lawyer, and there are no fees to lodge or pursue a complaint.
Can I stop paying my credit agreement if the goods are faulty?
Not automatically. The credit agreement is a separate contract. If you stop paying without formally disputing the purchase, you risk defaulting. Instead, notify your credit provider in writing that you're disputing the goods, lodge a complaint with the supplier and the CGSO, and ask the lender to note the dispute on your account.
What happens if the supplier ignores the Ombud?
If a supplier refuses to cooperate, the CGSO issues a termination notice and refers the case to the National Consumer Commission (NCC). The NCC has enforcement powers and can fine non-compliant suppliers up to 10% of their annual turnover.
This article is for general informational purposes only and is not financial advice. Spring Loans is a registered South African credit provider — please speak to a qualified financial adviser or registered credit provider before making borrowing decisions.
Ready to apply?
Spring Loans is a registered South African credit provider. Visit www.springloans.co.za to check your eligibility and apply online.
.svg)
