Article by Tshenolo Masha


ProBono.Org Johannesburg hosted an attorney seminar on the services offered by the Ombud for Consumer Goods and Services and the office of the Tax Ombud on 26 July 2016 at Hogan Lovells attorneys in Sandton.

Advocate Neville Melville, the Ombudsman for Consumer Goods and Services explained that the office was established in terms of provisions contained in section 82(2) of the Consumer Protection Act which allows for people conducting business within a particular industry to approach the National Consumer Commission to appoint an office to investigate or informally address complaints and, where appropriate, make findings and recommendations. The office receives complaints in terms of all suppliers in the consumer goods and services industry supply chain. For example, these could include furniture hire purchase agreements, cellular phone purchases or the provision of personal services such as hairdressing.

To date the office has received a total of 3 495 cases and has a success rate of 69% percent. The office receives telephonic and electronic complaints.

Advocate Eric Mkhawane, CEO at the office of the Tax Ombud, explained that the office was established in terms of section 16 of the Tax Administration Act (Act 28 of 2011) and its mandate is to review and address any ,complaint by a taxpayer regarding a service matter or a procedural or administrative matter arising from the application of the provisions, of a tax Act by SARS (this includes, Customs & Excise since 2012). He gave an overview of the procedures that should be followed to make a complaint and the various options, that should be pursued prior to approaching the ombud.

To date the office has received a, total of 5 012 complaints relating to income tax assessments, refunds, dispute resolution and general service, complaints against, SARS officials.

  • Contact details:
    Consumer Goods and Services Ombud:
    Tel: 0860 000 272
    Association House, Bond
    Street Business Park, Cnr Bond
    & Kent Streets, Randburg, Johannesburg


  • Office of the Tax Ombud:
    or request a manual form.
    Menlyn Corner, 2nd Floor, 87
    Frikkie de Beer Street, Menlyn, Pretoria

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