Alternative dispute resolution body the Consumer Goods and Services Ombud (CGSO) has launched a mobile application (app) that consumers can use to lodge their complaints.

This mobile channel is in addition to the existing call centre, email, WhatsApp and website channels through which consumers can lodge their complaints, said CGSO CEO Queen Munyai at the launch of the app on May 23.

The app aims to make access to the CGSO's services easy and ubiquitous. It enables users to lodge and track complaints, as well as engage with CGSO's contact centre.

"The CGSO app ticks many boxes for us, namely enhancing access to our services and making it more convenient and therefore relevant for consumers, as it saves time and improves efficiency," she said.

Further, the CGSO is working on version two of the app. The statutory body is proud of its ability to help consumers in the South African language of their choice when they lodge complaints via the contact centre, email, WhatsApp or social media channels.

The CGSO app is currently only available in English, but CGSO is translating its formal documents into all 11 languages and will look at translating the app for the second version, Munyai said.

She added that consumer feedback would be incorporated into future software updates to ensure maximum efficiency and a positive user experience.

The CGSO app also has a chatbot to help users, and users can ask it questions via the chatbox.

Meanwhile, National Consumer Commission acting commissioner Thezi Mabuza emphasised that an alternative dispute resolution body such as the CGSO must bring its platform to consumers to ensure they are heard and that there is fairness for both the supplier of the goods and services and the consumer.

"Especially for lower-income consumers, the elderly, youth and consumers with low literacy levels, there is often an asymmetry of information and power compared to that of most suppliers of goods and services, which makes it more pronounced and difficult for consumers to enforce their rights," she said.

Further, as the Consumer Protection Act covers all goods and services traded within the borders of South Africa, including informal trade, the commission called on all suppliers of goods and services to respond to complaints levelled against them.

The CGSO focused on fairness and provides an opportunity for all parties to provide their version of events and to refund, repair or replace goods or services as is necessary to ensure the continuation of the business relationship between the consumer and the business, noted CGSO media liaison, training and outreach manager Ouma Ramaru.

"Often, there are significant relationships that are built up between suppliers of goods and services and their customers. The aim of the CGSO is to mediate between the parties to reach an amicable solution between them. If disputes cannot be resolved by the CGSO, they are referred to the National Consumer Commission," she said.

Additionally, CGSO is looking at making the data that the app uses free of charge for users and enabling as many people as possible, including those in rural areas, to make use of it to ensure there is fairness in the delivery of goods and services in South Africa, she noted.