Consumer Rights Complaint Pack

When It Applies

Not For

• Final advice on refund entitlement, damages, prescription, or forum choice.
• Credit-agreement, insurance, medical, tenancy, employment, or property-transfer disputes without route-specific advice.

Documents

• Receipt
• Invoice
• Contract
• Warranty
• Supplier messages
• Photos or videos
• Repair records
• Expert report
• Adverts or screenshots
• Payment proof
• Complaint reference
• Delivery proof

Timeline

• Before complaining: record the purchase and problem dates.
• Before escalation: gather proof and write the requested remedy.
• After escalation: track reference numbers and supplier responses.
• Before court: check forum, evidence, and costs.

Tips

• Keep the complaint short and evidence-based.
• Preserve packaging and defective goods where possible.
• Use one folder for all supplier communication.
• Check whether a sector ombud route applies before court.

Warning Signs

• The supplier denies the transaction.
• The goods may be unsafe.
• The dispute is old and prescription may be relevant.
• The supplier is insolvent, closed, or outside South Africa.