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E-commerce concerns grow amid outdated consumer laws

CGSO calls for updated legislation to protect consumers in the digital age

Report highlights ongoing challenges with online shopping, including scams, fraud, and delivery delays

The Office of the Consumer Goods and Services Ombud (CGSO) has released its annual report for the 2023/24 financial year, highlighting ongoing concerns about e-commerce in South Africa. According to the report, e-commerce has been the biggest source of consumer complaints since the onset of the COVID-19 pandemic in 2020.

The CGSO has called for legislation to be updated to improve protection for consumers who shop online. The current Consumer Protection Act, which was enacted in 2008, does not fully address contemporary e-commerce issues, such as online scams, fraud, and delivery delays.

“We are seeing a growing number of complaints from consumers who have been scammed or defrauded when shopping online,” said CGSO ombudsman Magauta Mphahlele. “These scams often involve fake websites or phishing emails that trick consumers into providing their personal information or financial details.”

The CGSO has also received numerous complaints about delivery delays. In some cases, consumers have waited weeks or even months for their orders to arrive. This can be particularly frustrating for consumers who purchase essential items online.

“The outdated legislation is not keeping pace with the rapid growth of e-commerce in South Africa,” said Mphahlele. “We need to update the law to ensure that consumers are adequately protected when they shop online.”