Consumers can now file complaints online

GARDEN ROUTE | KAROO NEWS - South African consumers can now file their complaints to the National Consumer Commission (NCC) online through the NCC's e-Service portal.

The NCC announced in a media release on 23 October that the online option of filing of complaints was created to expedite the complaints handling process.

It is now rolling out the first phase of the process and the https://eservice.thencc.org.za portal is live. It replaces the manual complaint form.

National Consumer Commissioner Thezi Mabuza says consumers often complain about the manual process when they file complaints.

"As South Africans are now accustomed to online transactions, we want to make it easier and more convenient for them to file complaints from the comfort of their homes or on the spot. The portal also makes it easy and possible for consumers to log in and view the status of their complaints without contacting the NCC."

Mabuza says the NCC's portal is a seamless consumer complaint-handling process empowered by workflows in the back end and instant notifications to the consumers. Consumer registration is verified through the Department of Home Affairs (DHA) and as such, consumers are urged to use their correct names and ID numbers as they appear in their ID books.

"Consumers may experience intermittent connectivity during the verification process due to interface with the DHA and are therefore advised to be patient with the process. The NCC is on the other hand enhancing the registration process to take the burden of ID verification from the consumer."

Consumers can follow the following steps to create a profile online:

1) You need the following: ID/Passport number, email address, and mobile number

2) Got to www.thencc.org.za/complaints or select the e-service and OORs tab on the home page

3) The page will take you to the e-services portal where you will be asked to create a profile

4) When creating a profile, make sure that you use your names as they appear on your ID or, if you are a non-South African consumer, your passport

5) Your ID or passport number will be verified with the Department of Home Affairs

6) Once your profile is verified and approved, you will receive confirmation with your login details via email

7) Only then can you log into your profile, change your password, and file a complaint. You can lodge many complaints using the same login details.

No internet access

Consumers who do not have access to the internet or email addresses can still contact the Commission's contact centre for assistance, where the agents will create a profile on behalf of the consumer and file the complaint.

For more information on the complaints-handling process, visit www.thencc.org.za/complaints or contact the NCC contact centre on 012 428 7000.