The National Consumer Commission (NCC) has finally launched a portal to allow people to lodge complaints online.

After announcing on Monday that its portal had gone live, the service seemed to “time out” initially, but by Tuesday morning it appeared to be working smoothly.

The NCC said consumers can now file their complaints online using the e-Service portal, with the first phase of the digitised complaint-handling process rolled out.

The portal is now live and will replace the manual complaint form, although those without internet access can still lodge complaints manually.

The manual complaints process was cumbersome and inefficient, which is why the commission decided to take the process online.

Acting National Consumer Commissioner Thezi Mabuza said because consumers are 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.”

Consumer registration is verified through the Department of Home Affairs, so people are asked to provide either their ID or passport numbers.

To create a profile, visit the NCC’s complaints site.

You need an ID or passport number, email address and mobile number.

When creating a profile, ensure that you use your full name as it appears on your ID or passport, which will be verified by Home Affairs.

Once it has been verified and approved, you will receive confirmation with your login details via email.

The commission says only once you’ve received your login details by email can you log into your profile, file a complaint or change passwords.

You can lodge multiple complaints using the same login details.

The NCC is empowered by the Consumer Protection Act to receive complaints of contraventions of the Act by suppliers, facilitate dispute resolution, investigate matters and take cases to the National Consumer Tribunal for adjudication.

Consumers are advised, though, to first take up their matters with their provincial Consumer Affairs office, which is also empowered to investigate.

The NCC does not investigate complaints that:

• Relate to goods and services that are regulated by the financial sector, and advisory services, insurance, municipalities and employment contracts.
• Where goods and services supplied were not in the ordinary cause of business.
• Where the complaint appears to be frivolous or vexatious.
• Where allegations are not substantiated by evidence. DM