Know Your Rights

Right to Accountability from Suppliers

Right to Accountability from Suppliers 


What does this mean for the ordinary consumer? 


Your right to protection in lay-bye agreements

Consumers are entitled to the following, in lay-bye agreements:

  • Purchase goods and services via lay-bye agreements. In this case, if the suppliers fail to deliver any goods, these suppliers must, at the discretion of the consumers, supply equivalent or superior products;
  • Full refund of money paid, plus interest; and
  • Keep their deposits in an interest-bearing account. 


Your right to protection with regard to prepaid certificates, credits and

vouchers, and access to prepaid services and service facilities


Suppliers in possession of any prepaid certificates, credits, vouchers, membership fees or other money belonging to the consumers, must do the following:

  • Not treat such property as theirs;
  • Exercise care, diligence and skill; and
  • Assume liability for any losses suffered by consumers in this regard.




The Consumer Protection Act aims to promote consumer activism, by making provision for the accreditation of consumer groups tasked with lodging complaints on behalf of consumers, as well as making available support for activities, such as consumer advice, education, publications, research and alternative dispute resolution through mediation or conciliation.


As such, the Act gives rise to the establishment of the National Consumer Commission, a body assigned to investigate consumer complaints, as well as the National Consumer Tribunal, the latter of which was created by the National Credit Act in September 2006, and is responsible for the adjudication of violations and transgressions of the National Credit Act and the Consumer Protection Act.


Consumer Help Line, via

  • the dti Customer Contact Centre: 0861 843 384
  • the dti Office of Consumer Protection (OCP) : (012) 394 1436 / 1558 /1076
  • E-mail:
  • the dti Website:
  • National Consumer Tribunal (NCT): (012) 663 5615
  • NCT E-mail:
  • NCT Website:


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