The National Consumer Commission
The National Consumer Commission (NCC) has recently announced a significant improvement in their complaint handling process. Consumers can now file their complaints online using the new e-Service portal, which aims to make the process easier and more convenient.
Acting National Consumer Commissioner, Thezi Mabuza, acknowledged the common complaint of consumers regarding the manual process of filing complaints with the NCC. In response, the NCC decided to introduce the e-Service portal to align with the growing trend of online transactions in South Africa.
The new portal not only streamlines the complaint-handling process but also allows consumers to log in and view the status of their complaints without the need to contact the NCC directly. This feature provides increased transparency and convenience for consumers.
The digitized complaint handling process is being rolled out in phases, with the first phase focused on introducing the e-Service portal. The manual complaint form will now be replaced by this online platform.
The Commission assures consumers that the portal’s workflows in the back end and instant notifications will enable a seamless complaint handling process. However, consumer registration in the portal is verified through the Department of Home Affairs (DHA). Thus, it is vital for consumers to provide accurate information, including their names and ID numbers as they appear in their ID books.
During the verification process, consumers may experience intermittent connectivity due to the interface with the DHA. The NCC encourages patience during this stage. Additionally, the Commission is actively working to enhance the registration process and alleviate the burden of ID verification on consumers.
To create a profile and file a complaint online, consumers need their ID/Passport number, email address, and mobile number. They can visit the NCC’s website or select the e-Service & OORs tab on the home page. The page will direct them to the e-Services portal, where they can create a profile.
It is crucial for consumers to ensure that their names on the profile match their ID or passport. Non-South African consumers should enter their passport details accurately. The ID or passport number will then be verified with the Department of Home Affairs. Once the profile is verified and approved, consumers will receive a confirmation email containing their login details.
Upon login, consumers can not only change their password but also file as many complaints as necessary using the same login details.
The NCC acknowledges that not all consumers have access to the internet or an email address. For these individuals, the Commission has arranged for options to file complaints through their contact center. In such cases, NCC agents will create a profile on behalf of the consumer and file the complaint.
To further understand the complaints handling process, consumers can visit the NCC’s website or contact their contact center at 012 428 7000.
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