From 1 December 2026, new consumer protection industry codes will require many South African businesses to strengthen their complaint-handling processes. Businesses must ensure they have clear procedures for managing complaints, train employees on consumer rights and complaint resolution, respond to complaints within prescribed timeframes, and maintain proper records. Consumers will also have greater access to industry Ombuds such as the CGSO and MIOSA for unresolved complaints. Failure to comply may result in regulatory and legal consequences.
The new requirements are designed to improve consumer protection and trust, but many businesses may face challenges in updating policies, training staff, and implementing effective complaint-management systems. Businesses should act now by reviewing their complaints procedures, ensuring compliance with the applicable industry code, and putting systems in place to properly record, monitor, and resolve customer complaints. The key message is clear: proactive preparation is essential to avoid compliance risks and protect your business’s reputation.