Government · Complaint & ombud
Consumer Goods and Services Ombud Contact Details
All complaint & ombud routesCheck this is the right body
The Consumer Goods and Services Ombud (CGSO) complaints call centre is 0860 000 272, and you can also WhatsApp 081 335 3005, email info@cgso.org.za or lodge a complaint online. The CGSO is the consumer goods and services industry’s Ombud scheme under the Consumer Protection Act, accredited for the Consumer Goods and Services Industry Code of Conduct.
The CGSO is not the National Consumer Commission, which is the statutory regulator, and it is not the Motor Industry Ombud or a credit ombud. For other public bodies, browse the government hub.
Consumer Goods and Services Ombud contact details at a glance
| Route | Details |
|---|---|
| Consumer Complaints (Call Centre) | 0860 000 272 |
| Reception | 011 781 2607 |
| 081 335 3005 | |
| WhatsApp (second number shown in site header) | 061 510 5038 |
| General email | info@cgso.org.za |
| PAIA Information Officer | informationofficer@cgso.org.za |
| Lodge Online Complaint | cgso.org.za/decision-tree/ |
| Office address | 292 Surrey Avenue, Ferndale, Randburg |
Official contact channels
For a new complaint or a question about an existing one, call the Consumer Complaints call centre on 0860 000 272. The reception line, 011 781 2607, is for general calls to the office.
The CGSO contact page lists 081 335 3005 as its WhatsApp number. The header of the CGSO website also shows a second WhatsApp number, 061 510 5038. If one does not respond, try the other.
General email goes to info@cgso.org.za. Requests for information under PAIA go to the Information Officer at informationofficer@cgso.org.za. To lodge a complaint online, use the Lodge Online Complaint link on the CGSO website, which opens at cgso.org.za/decision-tree/. The CGSO also publishes a user guide for its Consumer Mobile App on its website.
What the CGSO handles
The CGSO handles disputes between consumers and suppliers of consumer goods and services, as the industry Ombud scheme set up in line with the Consumer Protection Act. Lodging a complaint is free, and you do not need an attorney.
When a complaint arrives, the CGSO first checks that it is the correct Ombud. If it is not, it tells you who else may be able to help.
The CGSO has no enforcement powers, and neither party is compelled to accept its decision. Matters that stay unresolved may go to the National Consumer Commission under section 71 of the Consumer Protection Act.
Complaints and escalation process
Under the industry Code, the CGSO has 60 business days to resolve a complaint. The CGSO describes the process in six steps:
- Complaint received: send the completed complaint form with all supporting documents. The CGSO acknowledges it and issues a reference number.
- Jurisdiction assessed: the CGSO checks that it is the correct Ombud and tells you who else may help if it is not.
- Referral to supplier: an administrator asks the supplier to resolve the complaint with you within 15 business days.
- Assessment: the CGSO assesses the complaint and the supplier’s response, and may help the parties reach a resolution or close the matter.
- Adjudication: complex or unresolved complaints go to an adjudicator for an independent decision.
- Recommendation and closure: the matter is closed. If it is still unresolved, you may approach the National Consumer Commission.
Keep your reference number and copies of every document you send, so you can quote them when you follow up on 0860 000 272 or by email.
Address and operating information
The CGSO office is at 292 Surrey Avenue, Ferndale, Randburg. The CGSO contact page does not publish office hours, so call reception on 011 781 2607 before you visit.
For more public bodies and regulators, see the government directory, C to D listings.
Frequently asked questions
What are the CGSO contact details?
Call the complaints call centre on 0860 000 272, WhatsApp 081 335 3005, or email info@cgso.org.za. Reception is 011 781 2607.
Does it cost anything to complain to the Consumer Goods and Services Ombud?
No. Lodging a complaint is free, and you do not need an attorney.
How long does the CGSO take to resolve a complaint?
Under the industry Code, the CGSO has 60 business days. The supplier is first given 15 business days to resolve the complaint with you directly.
Does the supplier have to accept the CGSO’s decision?
No. The CGSO has no enforcement powers and neither party is compelled to accept its decision. Unresolved matters may go to the National Consumer Commission under section 71 of the Consumer Protection Act.
Where is the CGSO office?
The office is at 292 Surrey Avenue, Ferndale, Randburg.
Sources
- CGSO, Contact us: cgso.org.za/contact-us/, read 2026-09-26
- CGSO, Home page (header numbers and online complaint link): cgso.org.za/, read 2026-09-26
- CGSO, The process: cgso.org.za/the-process/, read 2026-09-26
- CGSO, Frequently asked questions: cgso.org.za/frequently-asked-questions/, read 2026-09-26