Consumer protection: know your rights and act fast

Have you ever been sold a faulty phone, been charged a surprise fee, or lost money to a sketchy crypto platform? Consumer protection is about simple, useful moves you can make right away. This page gives clear steps you can use across Africa, with a few specifics for South Africa where official bodies are easy to contact.

What to do the minute something goes wrong

First, breathe. Then follow these steps: collect proof (receipts, screenshots, photos), note the date and time of the problem, keep any packaging or damaged goods, and write down who you spoke to and what they said. Evidence makes complaints work. If you paid by card, check your statement and get the merchant reference. For online purchases, save emails and chat logs.

If a seller refuses to fix, replace or refund, ask for their complaints process in writing. Many businesses will respond when you mention a regulator or a chargeback. For transport, event tickets, or weather-related cancellations, request a formal refund or voucher and ask for a deadline in writing.

Where to escalate: regulators and payment fixes

Not all problems end with the seller. Here are practical escalation options:

• Bank chargeback: If you paid by debit or credit card and the seller won’t cooperate, contact your bank and ask for a chargeback.
• National regulators: In South Africa, contact the National Consumer Commission (NCC) for consumer goods and services issues. There’s also the National Consumer Tribunal for disputes. For financial products, contact the Financial Sector Conduct Authority (FSCA).
• Small claims court: For low-value disputes, small claims courts are faster and cheaper than full lawsuits.
• Online platforms: Report scams to the marketplace or app where the purchase happened. Many platforms freeze accounts or refund buyers if you report quickly.

If you deal with a company across borders, check if they’re regulated in a trusted country and whether your payment provider offers buyer protection.

For crypto users: treat crypto like cash. Use regulated exchanges when possible, enable two-factor authentication, keep private keys offline, and double-check wallet addresses before sending. If you suspect a scam, report the platform and your local cybercrime unit immediately. Recoveries are hard, but quick reporting can help authorities track fraudsters.

Weather, emergencies and consumer rights: when storms or transport warnings cancel services, keep receipts and screenshots of notices. Insurers and sellers may owe refunds or cover extra costs—file claims with clear proof and timelines.

Want to make a stronger case? Write a short, polite complaint email with a clear resolution request (refund, replacement, repair) and a deadline—usually 7–14 days. If you get no reply, escalate to the regulator, post a factual social-media complaint, and consider small claims court.

Consumer protection doesn’t have to be technical. Keep proof, act quickly, and use the right channels. Need help finding the right regulator or drafting a complaint? Tell me your country and the issue—I’ll point you to the next step.