Lodge your complaint

How we can help you.

Lodge a complaint. 

Steps to take before lodging your complaint with the OCP.

If you have a consumer-related query, you can follow the process below:

First, go back to the business

• Contact the business you dealt with as soon as possible.
• Identify the specific problem and support it with evidence such as the damaged item, the contract or receipts. When working with documents, keep the originals and work only with copies.
• Be Clear on how you want your complaint to be resolved. Would you like a refund, repair or something else.
• First Try to resolve the matter directly with the person responsible for the transaction.
• If this fails, go up the line of authority as far as necessary (manager, customer service representative, etc.)
• Document your steps. Write down the details of your complaint. Note to whom you spoke and the date on which the conversations took place.
• Make a genuine attempt to settle the dispute yourself.

Contact the Office of the Consumer Protector if you haven't reached the desirable outcome.

How to lay a complaint

You can complain to the Office of the Consumer Protector in one of the following ways:

• Call the toll-free number: 0800 007 081
• Visit the OCP at: Ground floor Waldorf Arcade 80 St George's Mall Cape Town  
• Write to us: PO Box 979 Cape Town 8000  
• Send a fax to: (021) 483 5872  
• Send an e-mail to: Consumer.Protector@westerncape.gov.za
• Download and complete the OCP Complaints form and send it to: Consumer.Protector@westerncape.gov.za or service@westerncape.gov.za

Your complaint

The complaint should explain in detail, with documentation, what the problem is, who it is with and what you have done to try and resolve the issue.

Complaints and queries are managed and resolved through negotiation with the business or mediation between the business and the consumer. Trained consumer advisors will manage the process,  act on your behalf,  and inform you of the progress.