Based on recent customer reviews, Ombudsman CGSO is seen as a valuable free avenue for consumer disputes, yet most complainants describe being left in limbo. Reviewers cite unanswered emails, adjudicators who cannot be reached by phone, and cases against suppliers like MTN, Samsung, Makro, Hisense and Planet Fitness dragging on for months past stated timeframes. Some cases close without evidence of real follow-up. A minority praise named adjudicators who secured refunds, replacements, unlocked devices and vouchers swiftly, showing the process can work well when properly driven.
Replied to 100% of negative reviews
Reply time on negative reviews: 623h 17m
TrustIndex
3.2
Ranking
#3
in Government & Ombudsman Services
Reply Time
527h 55m
NPS Score
-78
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 623h 17m
Nov '25 - Oct '26
Frequently Asked Questions About Ombudsman CGSO
What do customers say about Ombudsman CGSO?
Based on recent customer reviews, Ombudsman CGSO is seen as a valuable free avenue for consumer disputes, yet most complainants describe being left in limbo. Reviewers cite unanswered emails, adjudicators who cannot be reached by phone, and cases against suppliers like MTN, Samsung, Makro, Hisense and Planet Fitness dragging on for months past stated timeframes. Some cases close without evidence of real follow-up. A minority praise named adjudicators who secured refunds, replacements, unlocked devices and vouchers swiftly, showing the process can work well when properly driven.
Is Ombudsman CGSO trustworthy?
Ombudsman CGSO has a TrustIndex of 3.2 out of 10 on Hellopeter, based on 25 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 623 hours 17 min. Hellopeter has tracked Ombudsman CGSO across 127 total reviews. How is the TrustIndex calculated? →
Recent reviews (25)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Feb 2024
Months of delays, poor communication and closure of case without any attempt to resolve from the CGSO
I lodged a complaint with the Consumer Goods and Services Ombud (CGSO) in March 2026 against a resort that terminated my contract. My complaint was straightforward: I wanted my money refunded following the termination of the contract. Unfortunately, my experience with the CGSO has been just as frustrating as the original dispute. My case was initially handled by Mlondi Msomi, who engaged with the service provider. The response I received indicated that the resort might reconsider repayments of the capital portion. This was not what I had complained about. I was seeking a refund of the money I had paid, not a reconsideration of capital repayments. Throughout the process, I had to send repeated follow-up emails, often every two to three weeks, because I was not receiving updates. After approximately three months, I was informed in June that my case had been referred to adjudicator Bonita Hughes. The lack of communication continued. I only received feedback on 10 July, after I had complained about the lack of updates. I was told that my case was still under investigation. After that, I heard nothing further until I followed up again. I sent further follow-ups in August and September. In September, I was eventually told that the CGSO was waiting for a response from the supplier. On 29 September 2026, I received a letter informing me that the CGSO had closed my case because the supplier had not responded. What is particularly disappointing is that my complaint was closed without addressing the refund I had sought from the beginning. Following the closure, I requested copies of the CGSO's communications with the supplier. I need these records to support my escalation of the matter to the National Consumer Commission (NCC). Despite numerous follow-up emails, I have still not received the requested correspondence or a meaningful response to my request. I understand that the CGSO cannot necessarily compel a supplier to respond. However, I expected timely communication, transparency about the steps taken to resolve my complaint, and guidance on what to do when the supplier failed to cooperate. Instead, I have spent months chasing updates, only to have my matter closed without a resolution. I am now also struggling to obtain the records I need to pursue the dispute further. What I am asking the CGSO to do: Provide copies of the relevant correspondence and records of its attempts to engage the supplier. Explain why my complaint was closed without addressing my original request for a refund. Review the handling of my case, particularly the prolonged lack of communication. Advise whether my case can be reconsidered or what further assistance is available. Respond to my outstanding request so that I can proceed with my escalation to the NCC. I lodged my complaint in good faith, expecting assistance in resolving a consumer dispute. I am deeply disappointed by the delays, lack of communication and the fact that, months later, I remain without a refund or the information I need to take the matter further. I hope CGSO management will take this complaint seriously and provide a meaningful response.
1 reviews | Active since Feb 2024
Months of delays, poor communication and closure of case without any attempt to resolve from the CGSO
I lodged a complaint with the Consumer Goods and Services Ombud (CGSO) in March 2026 against a resort that terminated my contract. My complaint was straightforward: I wanted my money refunded following the termination of the contract. Unfortunately, my experience with the CGSO has been just as frustrating as the original dispute. My case was initially handled by Mlondi Msomi, who engaged with the service provider. The response I received indicated that the resort might reconsider repayments of the capital portion. This was not what I had complained about. I was seeking a refund of the money I had paid, not a reconsideration of capital repayments. Throughout the process, I had to send repeated follow-up emails, often every two to three weeks, because I was not receiving updates. After approximately three months, I was informed in June that my case had been referred to adjudicator Bonita Hughes. The lack of communication continued. I only received feedback on 10 July, after I had complained about the lack of updates. I was told that my case was still under investigation. After that, I heard nothing further until I followed up again. I sent further follow-ups in August and September. In September, I was eventually told that the CGSO was waiting for a response from the supplier. On 29 September 2026, I received a letter informing me that the CGSO had closed my case because the supplier had not responded. What is particularly disappointing is that my complaint was closed without addressing the refund I had sought from the beginning. Following the closure, I requested copies of the CGSO's communications with the supplier. I need these records to support my escalation of the matter to the National Consumer Commission (NCC). Despite numerous follow-up emails, I have still not received the requested correspondence or a meaningful response to my request. I understand that the CGSO cannot necessarily compel a supplier to respond. However, I expected timely communication, transparency about the steps taken to resolve my complaint, and guidance on what to do when the supplier failed to cooperate. Instead, I have spent months chasing updates, only to have my matter closed without a resolution. I am now also struggling to obtain the records I need to pursue the dispute further. What I am asking the CGSO to do: Provide copies of the relevant correspondence and records of its attempts to engage the supplier. Explain why my complaint was closed without addressing my original request for a refund. Review the handling of my case, particularly the prolonged lack of communication. Advise whether my case can be reconsidered or what further assistance is available. Respond to my outstanding request so that I can proceed with my escalation to the NCC. I lodged my complaint in good faith, expecting assistance in resolving a consumer dispute. I am deeply disappointed by the delays, lack of communication and the fact that, months later, I remain without a refund or the information I need to take the matter further. I hope CGSO management will take this complaint seriously and provide a meaningful response.
1 reviews | Active since Sept 2016
No Feedback or Replies from Agent
I've notified CGSO about a Capitec client/merchant that is forcing customers to swipe for a minimum fee when using a card as payment on a Capitec machine. Mpho Neluheni rep**** to my complaint, but since then has not done anything, or given me any feedback or replies to my emails. Here is the case number - RE: *** It has been 15 days since the deadline for the person I lodge a complaint against to reply, but I have not received any feedback or replies to my emails from Mpho Neluheni. The person I complained against is also still doing business as usually, even if Capitec and numerous other sources indicated that a business can't force a client a minimum fee when paying with a card. Can someone please stop this, and also get Mpho to reply to emails.
1 reviews | Active since Sept 2016
No Feedback or Replies from Agent
I've notified CGSO about a Capitec client/merchant that is forcing customers to swipe for a minimum fee when using a card as payment on a Capitec machine. Mpho Neluheni rep**** to my complaint, but since then has not done anything, or given me any feedback or replies to my emails. Here is the case number - RE: *** It has been 15 days since the deadline for the person I lodge a complaint against to reply, but I have not received any feedback or replies to my emails from Mpho Neluheni. The person I complained against is also still doing business as usually, even if Capitec and numerous other sources indicated that a business can't force a client a minimum fee when paying with a card. Can someone please stop this, and also get Mpho to reply to emails.
1 reviews | Active since Jan 2018
No Feedback from CGSO only when I post on hellopeter
It is very sad that I need to come to this platform to get a response from the CGSA. I reply on their emails but just no feedback. On the 11 September 2026 I responded to an email from the CGSO email is as follows. • It is a contract till 2028 as per the attached conformation, they say it's a yellow plan but conformation is deferent now I must pay a fee, • Then as per the recording it says I will get 1 GB + 10GB on the new plan this is not the case I only get as per the attached ( copy of SMS ) its 60 minuts ( not 50 as per the recordings ) and only 1024MB not 1GB +10GB as per the recordings. They ******** as I have mentioned many times. • Then I attached 2 debit orders that goes off my account the R1335 is for my iPhone which I know, the other one is for R260 which not making sense if the plan ( they not calling it a contract they tricking people by saying it's a yellow plan but if you call them they say it a contract till 2028 ) on the recordings was offered to me for R159. All this is unexpectable and I want to be refunded from the date I was ******* in to this. All proof were attached to my email but had no respond. My other concern was MTN and the CGSO said to me that the recordings can not be send and that I need to go to a MTN shop to listen to the recording yet the the recoding's was attached in the email, I am so glad for that because I the relised that there is more in the recording that I am not getting which I explained in my email with no respond. Hope this can now be taken to a higher level by the CGSO as the proof is now with them and no excuses anymore. Regards Piet
1 reviews | Active since Jan 2018
No Feedback from CGSO only when I post on hellopeter
It is very sad that I need to come to this platform to get a response from the CGSA. I reply on their emails but just no feedback. On the 11 September 2026 I responded to an email from the CGSO email is as follows. • It is a contract till 2028 as per the attached conformation, they say it's a yellow plan but conformation is deferent now I must pay a fee, • Then as per the recording it says I will get 1 GB + 10GB on the new plan this is not the case I only get as per the attached ( copy of SMS ) its 60 minuts ( not 50 as per the recordings ) and only 1024MB not 1GB +10GB as per the recordings. They ******** as I have mentioned many times. • Then I attached 2 debit orders that goes off my account the R1335 is for my iPhone which I know, the other one is for R260 which not making sense if the plan ( they not calling it a contract they tricking people by saying it's a yellow plan but if you call them they say it a contract till 2028 ) on the recordings was offered to me for R159. All this is unexpectable and I want to be refunded from the date I was ******* in to this. All proof were attached to my email but had no respond. My other concern was MTN and the CGSO said to me that the recordings can not be send and that I need to go to a MTN shop to listen to the recording yet the the recoding's was attached in the email, I am so glad for that because I the relised that there is more in the recording that I am not getting which I explained in my email with no respond. Hope this can now be taken to a higher level by the CGSO as the proof is now with them and no excuses anymore. Regards Piet
1 reviews | Active since Jan 2018
Again no response from CGSO
Sometime back ( 7 July 2026 ) I was righting about my experience with with the CGSO due to un lawful contract renewal from MTN. I must say by sending my experience on Hello Peter the CGSO called me with in minutes. I explain to them AGAIN my pain with MTN, then the CGSO told me to go to the nearest MTN store to listen to the recordings, which I really do no have time for but did send the CGSO an email with a date but no response to my email ( didn't expect anything less ), I then ask the lady from the CGSO that contacted me why the recording if in the mails that was send to me by MTN and where the CGSO was copied in MTN confirmed in righting that the client said that he doesn't wat a contract yet they have put me on a 23 month contract is this not enough evidence for the CGSO to tell MTN that the contract is un lawful. To me maybe the CGSO might get something from this contract how will I know because my complaint to the CGSO is free. The lady then said se will look at the emails and get back to me, I then even offers to share the emails again and that she must just send me an email and I will forward the facts from MTN to her, till now months later ( 27 August 2026 ) no mail yet from the CGSO yet MTN is still deducting money from my account for this ******** contract. Why is the CGSO not taking on MTN this just let me think what is going on between them. Then please CGSO don't just respond again to hellopeter saying that we did try contacting you because I have an email that you can contacting me on or is it because you don't want me to have proof of wat gets set.
1 reviews | Active since Jan 2018
Again no response from CGSO
Sometime back ( 7 July 2026 ) I was righting about my experience with with the CGSO due to un lawful contract renewal from MTN. I must say by sending my experience on Hello Peter the CGSO called me with in minutes. I explain to them AGAIN my pain with MTN, then the CGSO told me to go to the nearest MTN store to listen to the recordings, which I really do no have time for but did send the CGSO an email with a date but no response to my email ( didn't expect anything less ), I then ask the lady from the CGSO that contacted me why the recording if in the mails that was send to me by MTN and where the CGSO was copied in MTN confirmed in righting that the client said that he doesn't wat a contract yet they have put me on a 23 month contract is this not enough evidence for the CGSO to tell MTN that the contract is un lawful. To me maybe the CGSO might get something from this contract how will I know because my complaint to the CGSO is free. The lady then said se will look at the emails and get back to me, I then even offers to share the emails again and that she must just send me an email and I will forward the facts from MTN to her, till now months later ( 27 August 2026 ) no mail yet from the CGSO yet MTN is still deducting money from my account for this ******** contract. Why is the CGSO not taking on MTN this just let me think what is going on between them. Then please CGSO don't just respond again to hellopeter saying that we did try contacting you because I have an email that you can contacting me on or is it because you don't want me to have proof of wat gets set.
1 reviews | Active since May 2021
CGSO has failed me as a consumer
I lodged a complaint with the CGSO in April 2026 (***-***). Months later, I am still waiting for meaningful assistance. Despite sending numerous follow-up emails, WhatsApp messages, and making several phone calls, I have received no proper feedback or any indication of progress. The lack of communication and urgency is simply unacceptable. The CGSO is meant to protect consumers and provide an independent avenue for resolving disputes. Instead, I have been left frustrated, ignored, and without any confidence that my complaint is being handled. Out of desperation, I approached the National Consumer Commission (NCC) to seek assistance. I was informed that they could not register my complaint because it is still active with the CGSO. In other words, I am prevented from seeking help elsewhere while my case remains stagnant with no resolution in sight. Consumers deserve better than this. It is unacceptable for an organisation tasked with protecting consumer rights to leave people in limbo for months without meaningful communication or action. I hope this review prompts the CGSO to take accountability, address my complaint, and improve the way it treats the very consumers it is supposed to serve.
1 reviews | Active since May 2021
CGSO has failed me as a consumer
I lodged a complaint with the CGSO in April 2026 (***-***). Months later, I am still waiting for meaningful assistance. Despite sending numerous follow-up emails, WhatsApp messages, and making several phone calls, I have received no proper feedback or any indication of progress. The lack of communication and urgency is simply unacceptable. The CGSO is meant to protect consumers and provide an independent avenue for resolving disputes. Instead, I have been left frustrated, ignored, and without any confidence that my complaint is being handled. Out of desperation, I approached the National Consumer Commission (NCC) to seek assistance. I was informed that they could not register my complaint because it is still active with the CGSO. In other words, I am prevented from seeking help elsewhere while my case remains stagnant with no resolution in sight. Consumers deserve better than this. It is unacceptable for an organisation tasked with protecting consumer rights to leave people in limbo for months without meaningful communication or action. I hope this review prompts the CGSO to take accountability, address my complaint, and improve the way it treats the very consumers it is supposed to serve.
1 reviews | Active since Jan 2018
No Feedback from CGSO
I send a complain to the CGSO ( Consumer Goods and Service Ombud ) ref *** Buchling, Mr Pieter regarding and upgrade on my name from MTN which I did not agree to. The CGSO send me the link to complete for the complain ( Info CGSO <***>) which I did, I was then called by the CGSO to just confirm some detail to the claim. Then *** send me email ( RE: *** ) that complain was send to MTN and that CGSO will feedback. I have send several emails to this email address and the Info address to follow up but no respond after that. I'm not sure looks like MTN and Ombuds are the same no worries about clients.
1 reviews | Active since Jan 2018
No Feedback from CGSO
I send a complain to the CGSO ( Consumer Goods and Service Ombud ) ref *** Buchling, Mr Pieter regarding and upgrade on my name from MTN which I did not agree to. The CGSO send me the link to complete for the complain ( Info CGSO <***>) which I did, I was then called by the CGSO to just confirm some detail to the claim. Then *** send me email ( RE: *** ) that complain was send to MTN and that CGSO will feedback. I have send several emails to this email address and the Info address to follow up but no respond after that. I'm not sure looks like MTN and Ombuds are the same no worries about clients.