Request for Intervention and Settlement of Medical Expenses Following Injury at Ackermans Centurion Mall

I am writing to formally lodge a complaint and request your intervention regarding an incident that occurred at the Ackermans store in Centurion Mall on 6 October 2026.

On the day in question, I visited the store to purchase clothing and used the fitting rooms to try on some items. As I exited the fitting room, I tripped over a small steel step/platform located at the entrance/exit area and fell. Importantly, there was no warning sign, reflector, hazard marking, or any other indication drawing customers' attention to the presence of the step. As a result, it was not reasonably visible or identifiable as a potential hazard.

As a result of the fall, I sustained injuries to my knee and ankle. My knee was bleeding, and I suffered several scratches and significant pain in my ankle.

Store staff attended to me and suggested calling an ambulance. However, when I asked whether Ackermans would be responsible for the ambulance costs, I was informed that they were unsure. Concerned about incurring potentially significant medical expenses, I declined the ambulance and left the store.

Unfortunately, my condition deteriorated shortly thereafter. Before I arrived home, I was experiencing severe pain and was struggling to walk and drive. I subsequently sought medical attention from a doctor, who, after examining me, referred me to Netcare Waterfall Hospital for further assessment and treatment.

Following the incident, I contacted the Ackermans representative who assisted me in completing the incident report at the store and advised her that Ackermans should be responsible for my medical expenses, as the injuries were sustained on the store's premises. She advised me to send an email to Head Office, which I did. My email was acknowledged, and I was later informed that the matter had been allocated to a Regional Manager who would contact me.

To date, I have not received any communication from the Regional Manager or any other representative regarding the matter. Given the injuries sustained, the medical treatment required, the expenses incurred, and the fact that the accident was caused by an unmarked step with no visible warning signage or reflective indicators, I find the lack of follow-up and communication concerning.

I therefore request that Ackermans management urgently intervene, investigate the matter, and facilitate a resolution. I further request confirmation that Ackermans will assume responsibility for all reasonable medical expenses arising from the injuries sustained as a direct result of the fall at your store.