You know that sinking feeling.

You have finally bought the appliance you needed, only for it to stop working. Or you order something online, watch the tracking number for days and then discover your parcel has disappeared.

Then comes the frustrating part. Calls, emails and explaining the same problem to one customer service agent after another.

The latest figures from the Consumer Goods and Services Ombud show that more people are taking their complaints further. The CGSO received 15,355 complaints in its 2026 financial year, up 25.8% from 12,207 the previous year. 

Behind every complaint is someone who has paid for something and simply wants the problem sorted out.

What happened?

Complaints to the Consumer Goods and Services Ombud have increased, covering everyday problems such as defective goods, delivery issues, incorrect products and certain service complaints.

It is a reminder that when a purchase goes wrong, consumers do have options.

What this means for you

Nobody wants to spend hours chasing a retailer over something they have already paid for.

Knowing what to keep and where to turn can make the process much easier.

The useful bit

If something goes wrong, keep:

• Your receipt or proof of payment
• Order confirmation and delivery details
• Photos of damaged or defective goods
• Emails and WhatsApp messages
• Customer service reference numbers
• A record of what happened and when

What you can do

• Contact the supplier first.
  Explain the problem clearly and say what you would like them to do.
• Keep everything in writing.
  Save emails, messages and reference numbers.
• Give the business an opportunity to resolve it.
• Still not sorted?

Check whether your complaint falls within the Consumer Goods and Services Ombud's jurisdiction.

The CGSO's qualifying consumer complaint service is free.

Good to know

The CGSO can deal with qualifying complaints involving issues such as defective products, delivery problems, incorrect or damaged goods and certain service complaints.

Not every dispute falls within its jurisdiction, so check before submitting a complaint.

Consumer Goods and Services Ombud

Consumer complaints: 0860 000 272
WhatsApp: 081 335 3005

The Bottom Line

You shouldn't have to become an expert in consumer law because your fridge stops working.

Keep your proof, contact the supplier and know where to turn if the problem isn't resolved.