Debt & Consumer
Consumer complaints, refunds and faulty goods
Covers: South Africa · Zimbabwe
A complaint succeeds when it states the facts, the term or right relied on, the remedy wanted and a deadline. Vague anger gets filed; a dated, specific complaint gets actioned.
What you need
- Proof of purchase: invoice, receipt or bank statement entry
- The product, model and serial number, or the service and dates
- Photographs or video of the defect
- Warranty, guarantee or service agreement
- Your prior complaints to the supplier and their responses
Step by step
- 1
Complain to the supplier first
Most escalation bodies require you to have given the supplier a chance to resolve it.
- 2
State the remedy you want
Repair, replacement or refund — pick one and say so clearly.
- 3
Set a deadline
A reasonable, dated deadline turns a complaint into a demand.
- 4
Escalate to the right body
The National Consumer Commission, a sector ombud (motor, credit, banking) or the small claims court, depending on the value and the industry.
- 5
Keep the paper trail
Reference numbers, dates and names of everyone you dealt with.
Official sources
ThusoAssist links to official forms and portals — it never recreates an official document.
Common questions
How much does a complaint cost?
Ombud schemes and the consumer commission are generally free for consumers.
What if they ignore me?
ThusoAssist tracks the deadline and prepares the escalation to the correct regulator or ombud.
Turn this into a case file
A guide tells you the process. A ThusoAssist case works it: adaptive interview, your facts and evidence in one place, what's missing, an action map, documents and follow-up.
Related guides
ThusoAssist is not a law firm, government department or licensed professional. Guidance is general and may need verification. For serious matters, consult a qualified professional.