Guides · Routing guide
Who Do I Complain To In South Africa
All Guides contactsComplaint & ombud routes
Who you complain to in South Africa depends on the problem: goods and services disputes go to the Consumer Goods and Services Ombud on 0860 000 272, banking, credit and insurance disputes go to the National Financial Ombud Scheme on 0860 800 900, and complaints about government services go to the Public Protector on 0800 11 20 40. This guide routes you to the right body; each contact below was read on that body’s own website.
Who to complain to at a glance
| Route | Details |
|---|---|
| National Consumer Commission – contact centre | 012 065 1940 |
| National Consumer Commission – enquiries and follow-ups | enquiries@thencc.org.za |
| Consumer Goods and Services Ombud – consumer complaints call centre | 0860 000 272 |
| Consumer Goods and Services Ombud – WhatsApp | 081 335 3005 |
| Consumer Goods and Services Ombud – email | info@cgso.org.za |
| National Financial Ombud Scheme SA | 0860 800 900 |
| National Financial Ombud Scheme SA – email | info@nfosa.co.za |
| National Financial Ombud Scheme SA – online complaint form | nfosa.co.za/contact-us/ |
| Public Protector – toll-free line | 0800 11 20 40 |
| ICASA – consumer complaints email | consumer@icasa.org.za |
| ICASA – switchboard | 012 568 3000 |
Official contact channels
- Goods and services (shops, repairs, suppliers): Consumer Goods and Services Ombud (CGSO), call centre 0860 000 272, WhatsApp 081 335 3005, info@cgso.org.za.
- Banking, credit and insurance: National Financial Ombud Scheme SA (NFO), 0860 800 900, info@nfosa.co.za, or its online complaint form.
- Government services or conduct: Public Protector, toll-free 0800 11 20 40.
- Telecoms and broadcasting: ICASA, consumer@icasa.org.za or switchboard 012 568 3000.
- Consumer Protection Act enforcement not covered by an accredited ombud: National Consumer Commission (NCC), 012 065 1940 or enquiries@thencc.org.za.
What these bodies handle
The NCC is the statutory body under the Consumer Protection Act. The CGSO is the accredited industry ombud for goods and services. The National Financial Ombud Scheme SA covers banking, credit, life insurance and non-life insurance participants under one scheme. The Public Protector handles complaints about government services or conduct. ICASA takes communications consumer complaints.
For education disputes, see SAQA vs Umalusi: who to contact and NSFAS or university financial aid office.
Complaints and escalation process
- Complain to the business first in writing and keep its reference number. The ombud schemes expect you to have done this; the NFO’s complaints process, for example, requires it.
- If the business does not resolve it, take goods and services disputes to the CGSO, financial-services disputes to the NFO, telecoms and broadcasting complaints to ICASA, and government maladministration to the Public Protector.
- Use the NCC for Consumer Protection Act enforcement matters that no accredited ombud covers.
The NFO offers an online complaint form and a track your complaint service. ICASA accepts complaints online or by an emailed complaint form sent to consumer@icasa.org.za. The Public Protector offers a call-me-back service by dialling *121*083 274 4124# on MTN or *140*083 274 4124# on Vodacom. The NCC has a separate legal advisory mailbox, advisory@thencc.org.za.
Address and operating information
- National Consumer Commission: Block C, SABS Campus, 1 Dr Lategan Road, Groenkloof, Pretoria.
- Consumer Goods and Services Ombud: 292 Surrey Avenue, Ferndale, Randburg.
The bodies’ contact pages read for this guide do not publish office hours. More routing guides are in the guides section.
FAQs
Who do I complain to in South Africa about a shop or service provider?
Complain to the business first, then to the Consumer Goods and Services Ombud on 0860 000 272 or WhatsApp 081 335 3005.
Who do I complain to about my bank or insurer?
The National Financial Ombud Scheme SA on 0860 800 900 or info@nfosa.co.za.
Where do I complain about a government department?
The Public Protector, toll-free on 0800 11 20 40.
Who handles complaints about cellphone networks?
ICASA takes communications complaints at consumer@icasa.org.za.
What is the National Consumer Commission’s number?
The NCC contact centre is 012 065 1940.
Sources
- National Consumer Commission Contact us, thencc.org.za/contact-us/, read 27 September 2026
- Consumer Goods and Services Ombud Contact us, cgso.org.za/contact-us/, read 27 September 2026
- National Financial Ombud Scheme SA, nfosa.co.za and nfosa.co.za/contact-us/, read 27 September 2026
- Public Protector toll-free line, pprotect.org/?q=content/toll-free-line, read 27 September 2026
- ICASA Contact us, icasa.org.za/pages/contact-us, read 27 September 2026