TABLE OF CONTENTS
PROCESS FOLLOWED _______________________________________________________________ 1
Stakeholders Consulted _____________________________________________________________________ 1
OFFICIAL SIGN-OFF _________________________________________________________________ 2
PREAMBLE _______________________________________________________________________ 3
Vision: ___________________________________________________________________________________ 3
Mission: _________________________________________________________________________________ 3
Values: __________________________________________________________________________________ 3
Legislative Mandate ________________________________________________________________________ 4
Listed Services: ____________________________________________________________________________ 4
SITUATIONAL ANALYSIS: _____________________________________________________________ 6
PROCESS MAPPING AND UNIT COSTING ________________________________________________ 7
Legal advisory opinions to consumers: process flow _____________________________________________ 7
Facilitate resolution of consumer complaints: Process flow _______________________________________ 8
PROBLEM STATEMENT ______________________________________________________________ 9
PROVIDE LEGAL ADVISORY OPINIONS TO CONSUMERS __________________________________________ 9
FACILITATE RESOLUTION OF CONSUMER COMPLAINTS __________________________________________ 9
KEY SERVICES: ____________________________________________________________________ 10
NATIONAL CONSUMER COMMISSION (NCC)
SDIP 2015/16 TO 2017/18
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PROCESS FOLLOWED
This Service Delivery Improvement Plan (SDIP) has been prepared in consultation with internal
and external stakeholders over the past four months. The National Consumer Commission
(NCC) has over the last years, assessed its performance annually. Performance results are
used to inform planning processes every year.
Following a change in its strategy and deliberations with the Executive Authority, namely the
Department of Trade and Industry, the NCC resolved to focus its attention on service
improvement in its core services. The Deputy Commissioner, together with senior managers
within the core services, were tasked to examine the current delivery environment and to
propose key services to be prioritised over this MTEF period. The selection was circulated to
the Commissioner and to all Senior Managers of the NCC to have their opinion on the choice
of services to be prioritised in the NCC’s first SDIP. One of the criteria utilised was services that
have a significant direct bearing on vulnerable consumers as well as services directly offered
by the NCC. This led to the selection of the following services:
• Provision of legal advisory opinions to consumers; and
• Facilitation of resolution of consumer complaints
Quarterly and annual performance reports were analysed to inform this SDIP.
Stakeholders Consulted
The following stakeholders were consulted:
(Directly) Senior management at the NCC; and
(Indirectly) Beneficiaries of services highlighted in this SDIP. Service interactions over
the past year have been looked at.
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OFFICIAL SIGN-OFF
We, the undersigned hereby endorse this Service Delivery Improvement Plan (SDIP) and
pledge to do everything in our powers to support the implementation of this plan.
___________________ _______________ Mr Ebrahim Mohamed Ms Thezi Mabuza Commissioner Deputy Commissioner
NATIONAL CONSUMER COMMISSION (NCC)
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PREAMBLE
This Service Delivery Improvement Plan (SDIP) is prepared within the context of the following pieces of
policy and legislation:
Chapter 10 Section 195(1) of the Constitution which outlines the basic values and principles
governing public administration.
Promotion of Access to Information (PAIA),(Act 2 of 2000);
Promotion of Administrative Justice (PAJA), (Act 3 of 2000);
Promotion of Equality and Prevention of Unfair Discrimination, (Act 4 of 2000);
The White Paper on Transforming Public Service Delivery (Batho Pele) (WPTPS) 1997; and
The Public Service Act and Regulations.
VISION:
In pursuance of its strategic mandate as enshrined in the Consumer Protection Act, 68 of 2008 (Act),
the vision of the National Consumer Commission (NCC) is: “To be the leading institution in consumer
protection that is professional, responsive and effective”.
MISSION:
The mission of the NCC is: “To promote compliance with the Consumer Protection Act through
advocacy and enforcement, in order to ensure fair business practice and to uphold the social and
economic welfare of consumers”.
VALUES:
Values are common traits and attributes, which guide the manner in which the organisation will relate
with its stakeholders. They are intended to define and shape the culture of the NCC and guide how
staff members interact both internally and with stakeholders.
The NCC’s value statements are:
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i. Professionalism and Ethical conduct - Promote and maintain a high standard of professional
ethic and promote efficient, effective and economic use of resources.
ii. Non-discrimination and Fairness - Provide services impartially, fairly, equitably and without
bias.
iii. Responsiveness - Being responsive to consumer needs (and the public) in a timely manner.
iv. Transparency – Fostering a culture wherein the bases upon which decisions are made are
consistent and transparent.
v. People focused - Maximise and cultivate human capital development and practices that are
customer focused.
vi. Teamwork - Promote coherent and effective teams within the NCC.
LEGISLATIVE MANDATE
The NCC is established in terms of Section 85 of the Consumer Protection Act No. 68 of 2008 (“the
Act”) with jurisdiction through the Republic of South Africa. The NCC reports to the Department of
Trade and Industry’s (“the dti”) Entity and Oversight Unit and to the Consumer and Corporate
Regulation Division (“CCRD”) which has, as one of its key roles, the creation of “credible institutions for
enforcement and implementation of regulatory instruments”.
The NCC is charged with the responsibility to enforce and carry out the functions assigned to it in terms
of the Act. The Act seeks to promote a fair, accessible and sustainable marketplace for consumer
products and services and for that purpose to establish national norms and standards relating to
consumer protection. It further seeks to provide for improved standards of consumer information,
prohibit certain unfair marketing and business practices, promote responsible consumer behaviour and
promote a consistent legislative and enforcement framework relating to consumer transactions and
agreements.
LISTED SERVICES:
In line with its legislative mandate, the NCC provides the following services:
i) Providing legal advisory opinions and advice to consumers;
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ii) Facilitation of resolution of consumer complaints;
iii) Conducting of recalls of unsafe and defective products;
iv) Raising awareness and educating consumers and business;
v) Developing complaints trends analysis reports; and
vi) Investigation of consumer complaints.
In order to improve its service offered to the consumers, the NCC has decided to focus on the
following services for the next MTEF period:
1. Provision of legal advisory opinions to consumers, and 2. Facilitation of resolution of consumer complaints.
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SITUATIONAL ANALYSIS:
The NCC had changed its strategy in the 2012/13 financial year and it has commenced delivering on
this revised strategy in the 2013/14 financial year. Essentially, the NCC sought to encourage consumers
and suppliers to attempt to resolve their disputes amongst themselves, prior to referring these
complaints to the NCC. Given its limited resources, the NCC could not deal with every complaint
received. This approach was obviously in direct contrast to the previous strategy which invariably
resulted in the NCC then being virtually swamped with vast numbers of complaints it was unable to
cope with, leading to backlogs stretching back from 2011.
Consumers are primarily concerned with a speedy resolution of their complaints against suppliers. The
legislative mandate of the NCC was clear, in that it could not directly intervene in disputes between
consumers and suppliers. In other words it cannot set out to resolve disputes as it is required to
investigate complaints and where there is violation of the provisions of the Act, to refer such matters to
the National Consumer Tribunal for arbitration. Therefore, the need for facilitating conciliation and
mediation between consumers and suppliers became imperative. In the previous year, the NCC
reported that 86% of complaints were resolved on an average of 297 days.
It is evident that when consumers approach the NCC, it is either to request advice on how to deal with
an impending dispute with a supplier or to actually lodge a complaint against a supplier. On lodging
complaints, the NCC has established that much of the complaints fall outside its jurisdiction, in that the
transaction occurred prior to the Act coming into effect or that the matter falls within the mandate of
another agency.
It has been recognized that the NCC has to improve its turnaround times in providing legal advice and
speedy feedback on complaints lodged by consumers.
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PROCESS MAPPING AND UNIT COSTING
LEGAL ADVISORY OPINIONS TO CONSUMERS: PROCESS FLOW
The
• The current standard is that 95 % of registered requests for advice are responded to on an
average of 10 days.
• There is no direct cost incurred by the consumer when the advice is provided by the NCC
compared to the cost charged by practicing attorneys to provide similar advice to their clients.
T
Step 1 •Written requests for advisory opinions are received and registered by NCC Registry.
Step 2
•Matters are escalated by NCC Registry to Legal Division of NCC.
•Matter are perused by Head of Division and allocated to a Legal Advisor for processing.
•Advisory opinion are drafted by Legal Advisors and referred to Head of Division for recommendation.
Step 3
•Recommended advice is submitted to Deputy Commissioner or Commissioner for approval.
•Approved advice is sent to the consumer by NCC Registry.
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FACILITATE RESOLUTION OF CONSUMER COMPLAINTS: PROCESS FLOW
Complaints are submitted through the post, e-mails or walk-ins.
They are received by the Registry Units (step 1) that serves as the Front Desk.
All complaints will be analysed by the managers (step 2) to ascertain if there is jurisdiction or if it
will be a non-referral.
The registered complaints will then follow either route as outlined above for referrals (A) or non-
referrals (B).
Enquiries to filed complaints would also follow the same route depending at the stage they are at
when an enquiry is made.
Currently, the NCC strives to ensure that 70% of complaints are resolved on an average of 80
days.
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PROBLEM STATEMENT
PROVIDE LEGAL ADVISORY OPINIONS TO CONSUMERS
When complainants request advice they are generally in dire need and expect a spontaneous response
that would address their particular need which should serve to guide them in making an informed
decision at that point in time. When their expectations are not met, because service standards were
not clearly expressed and communicated to them, they feel that the NCC is failing in its mandate.
FACILITATE RESOLUTION OF CONSUMER COMPLAINTS
During the 2013/2014 financial year 9 518 complaints were received by NCC of which 4473 (47%) were
resolved or referred to Referral partners, Ombud Schemes and National Regulators with jurisdiction to
assist consumers in the resolution of complaints. During this current financial year 3 284 complaints
have been registered while 2 557 (71.3%) have been resolved on an average of 17 days in the first two
quarters. There is a general lack of awareness by consumers of their rights and responsibilities in
respect of consumer protection. Businesses are sometimes hesitant to comply with the Act.
Compliance with the Act will improve service standards which in turn will lead to consumer confidence
and economic development.
It also happens when consumers have lodged complaints and they are issued with a non-referral which
means that the NCC does not have jurisdiction or that the redress they seek is not provided for in the
Act, they feel let down. This happens mostly over a protracted period after they have lodged a
complaint and as they were not informed of the turnaround time and processes involved in arriving at
a conclusion. To them, the NCC has failed them.
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KEY SERVICES:
Through a consultative process, the NCC has decided to focus on the following two priority services:
Key Service Beneficiaries 1. Provision of legal advisory opinions to
consumers Consumers of goods and services, alternative dispute resolution Agents and business in general throughout the Republic of South Africa
2. Facilitation of resolution of consumer complaints
Consumers of goods and services, small business and alternative dispute resolution agents throughout the Republic of South Africa
KEY
SERVICES
SERVICE
BENEFICIARY
CURRENT STANDARD DESIRED STANDARD
2014/15 2015/16 2016/17 2017/18
1. Provide legal advisory opinions to consumers
Consumers
Businesses
Alternative Dispute Resolution Agents
Quantity: It was performed at
Divisional level and
reported on as
additional work.
95 % of registered
requests for advice are
responded to in an
average of 10 days
97 % of registered
requests for advice are
responded to in an
average of 6 days
97 % of registered
requests for advice are
responded to in an
average of 5 days
Quality: There was no stipulated quality on the form the response should take.
Standard Operating Procedure is being developed.
Service Level
Standard Operating Procedure will be implemented.
The response to consumers should address the questions raised.
Legal jargon should be kept to a minimum.
The response to consumers should address the questions raised.
Legal jargon should be kept to a minimum.
The form will be reviewed based on feedback from the survey.
Legal jargon should be kept to a minimum.
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KEY
SERVICES
SERVICE
BENEFICIARY
CURRENT STANDARD DESIRED STANDARD
2014/15 2015/16 2016/17 2017/18
Agreement will be developed.
Consultation: Responded to the
requests with no
follow up as to how
helpful the service
was.
Follow up on consumers
that requested advice to
rate the service received
and its usefulness.
Conduct a survey based
on the consumers’
experience.
Follow up on consumers
that requested advice to
rate the service received
and its usefulness.
Access: Consumers can access
the NCC through e-
mails and call centre
and services are
limited to only
Monday and Friday.
Consumers can access the NCC through e-mails and call centre.
While waiting to be served by Call Centre agent, simple advice/ information should be provided to consumers.
Legal opinions should be posted on the website for ease of circulation.
Consumers can access the NCC through e-mails and call centre.
While waiting to be served by Call Centre agent, simple advice/ information should be provided to consumers.
Legal opinions should be posted on the website for ease of circulation.
Consumers can access the NCC through e-mails and call centre.
While waiting to be served by Call Centre agent, simple advice/ information should be provided to consumers.
Legal opinions should be posted on the website for ease of circulation.
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KEY
SERVICES
SERVICE
BENEFICIARY
CURRENT STANDARD DESIRED STANDARD
2014/15 2015/16 2016/17 2017/18
The legal Opinion should be part of the Quarterly Newsletter of the NCC.
The legal Opinion should be part of the Quarterly Newsletter of the NCC.
Courtesy: No standard set Formal response should
be provided to
consumers within 10
days of receipt of the
request.
Formal response should
be provided to
consumers within 6 days
of receipt of the request.
Formal response should be
provided to consumers
within 5 days of receipt of
the request.
Open &
Transparency:
No standard set The response to the
consumer should indicate
the name and contact
details of the section that
provided the opinion for
in case the consumer
needs further clarity.
There should be a dedicated contact centre number for consumers to call for legal advisory opinions.
The response to the consumer should indicate the name and contact details of the section that provided the opinion for in case the consumer needs further clarity.
There should be a dedicated contact centre number for consumers to call for legal advisory opinions.
The response to the consumer should indicate the name and contact details of the section that provided the opinion for in case the consumer needs further clarity.
Information: Information is only
provided to the
Legal opinions should be made readily
Legal opinions should be made readily
Legal opinions should be made readily available
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KEY
SERVICES
SERVICE
BENEFICIARY
CURRENT STANDARD DESIRED STANDARD
2014/15 2015/16 2016/17 2017/18
consumer that
requested advice.
available on the NCC website.
Annual report
Media statements.
Quarterly newsletter
available on the NCC website.
Annual report
Media statements
Quarterly newsletter.
There should be
a dedicated
contact centre
number for
consumers to
call for legal
advisory
opinions.
on the NCC website.
Annual report
Media statements
Quarterly newsletter.
There should be a dedicated contact centre number for consumers to call for legal advisory opinions.
Redress: No redress process in
place.
48-hour turnaround
time for telephonic
inquiries.
Apologise when the
process is delayed
and update
complainants on
progress in every
milestone
48-hour turnaround
time for telephonic
inquiries.
Apologise when the
process is delayed
and update
complainants on
progress in every
milestone
48-hour turnaround
time for telephonic
inquiries.
Apologise when the
process is delayed and
update complainants
on progress in every
milestone
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KEY
SERVICES
SERVICE
BENEFICIARY
CURRENT STANDARD DESIRED STANDARD
2014/15 2015/16 2016/17 2017/18
Publish an internal appeal and review process for complaints resolution on NCC website.
Consumers should be provided with the name of the person to lodge a complaint to when a service was not provided to the required standard.
Publish an internal appeal and review process for complaints resolution on NCC website.
Consumers should be provided with the name of the person to lodge a complaint to when a service was not provided to the required standard.
Publish an internal appeal and review process for complaints resolution on NCC website.
Consumers should be provided with the name of the person to lodge a complaint to when a service was not provided to the required standard.
Value for
Money:
No Service Level
Agreement in place.
The response to
consumers should be
within 10 days of receipt
to assist them to make
informed decisions.
The response to
consumers should be
within 06 days of receipt
to assist them to make
informed decisions.
The response to
consumers should be
within 5 days of receipt to
assist them to make
informed decisions.
Time: 2014/15 2015/16 2015/16 2016/17
Cost:
No dedicated
resources
ASD’s salary at a cost to
company.
ASD’s & DD’s salary at a
cost to company.
Within allocated budget
Human Done by any available A dedicated legal advisor Two dedicated legal As per approved structure
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KEY
SERVICES
SERVICE
BENEFICIARY
CURRENT STANDARD DESIRED STANDARD
2014/15 2015/16 2016/17 2017/18
Resources: legal advisor. *ASD+ to respond to
written requests
received.
advisors *ASD & DD+ to
respond to written and
telephonic requests
received.
2.Process
the
complaints
lodged by
consumers
Consumers
Businesses
Alternative Dispute Resolution Agents
Quantity: 86% of complaints
resolved on an
average of 297 days
80% of complaints
referred or issued with
non-referrals on an
average of 60 days
90% complaints referred
or issued with non-
referrals on an average
of 40 days
95% complaints referred
or issued with non-
referrals on an average of
30 days
Quality: 90% of complaints referred or issued with non-referrals met the requirements of the Consumer Protection Act and with correct details of the complainants.
Formal Service Level Agreement would be developed.
95% of complaints
referred or issued with
non-referrals met the
requirements of the
Consumer Protection Act
and with correct details
of the complainants in
line with the SLA.
98% of complaints
referred or issued with
non-referrals met the
requirements of the
Consumer Protection Act
and with correct details
of the complainants in
line with the SLA.
98% of complaints referred
or issued with non-
referrals met the
requirements of the
Consumer Protection Act
and with correct details of
the complainants in line
with the SLA.
Consultation: Proactive information
and education
initiatives such as:
Outreaches,
Workshops,
Meetings, Telephone,
e-mail, facsimile,
Proactive information
and education initiatives
such as: Outreaches,
Workshops, Meetings,
Telephone, e-mail,
facsimile, walk-ins
Proactive information and education initiatives such as: Outreaches, Workshops, Meetings, Telephone, e-mail, facsimile, walk-ins.
Proactive information and
education initiatives such
as: Outreaches,
Workshops, Meetings,
Telephone, e-mail,
facsimile, walk-ins
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KEY
SERVICES
SERVICE
BENEFICIARY
CURRENT STANDARD DESIRED STANDARD
2014/15 2015/16 2016/17 2017/18
walk-ins Customer Satisfaction survey
Access: Call Centre agents that
are able to respond to
complainants based
on the scripts
provided.
Consumers can access the NCC through e-mails and call centre.
While waiting to be served by Call Centre agent, simple advice/ information should be provided to consumers.
Dedicated Call Centre agents able to respond to clients queries based on their experience within Complaints Handling environment.
Consumers can access the NCC through e-mails and call centre.
While waiting to be served by Call Centre agent, simple advice/ information should be provided to consumers.
Dedicated Call Centre agents able to respond to clients queries based on their experience within Complaints Handling environment.
Consumers can access the NCC through e-mails and call centre.
While waiting to be served by Call Centre agent, simple advice/ information should be provided to consumers.
Dedicated Call Centre
agents able to respond to
clients queries based on
their experience within
Complaints Handling
environment.
Courtesy: Feedback is provided when prompted by the supervisor with no formal process and escalations.
No standard in place.
Provide feedback upon receipt of enquiry within five (5) working days of receipt
Treat all clients with respect and attend to
Provide feedback upon receipt of enquiry within three (3) working days of receipt
Treat all clients with respect and attend to
Provide feedback upon receipt of enquiry within two (2) working days of receipt
Treat all clients with respect and attend to
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KEY
SERVICES
SERVICE
BENEFICIARY
CURRENT STANDARD DESIRED STANDARD
2014/15 2015/16 2016/17 2017/18
their enquiries as per the SLA.
E-mails are responded to by end of the next business day upon receipt.
their enquiries as per the SLA.
E-mails are responded to by end of the next business day upon receipt.
their enquiries as per the SLA.
E-mails are responded to by end of the next business day upon receipt.
Open &
Transparency:
Annual report Annual report
Media statements
Quarterly newsletter
Annual report
Media statements
Quarterly newsletter
Annual report
Media statements
Quarterly newsletter.
Information:
Information is only
provided to the
consumer that lodged
complaints at the end
of the process.
Updates will be provided to the consumer that lodged complaints at the different stages of the process.
Annual report
Media statements
Quarterly newsletter
Updates will be provided to the consumer that lodged complaints at the different stages of the process.
Annual report
Media statements
Quarterly newsletter.
An electronic case management system will be in place to allow complainants to track progress.
Annual report
Media statements
Quarterly newsletter.
Redress: No formal process.
Service Level
standard will be
developed and
48-hour turnaround
time for telephonic
inquiries.
Apologise when the
48-hour turnaround
time for telephonic
inquiries.
48-hour turnaround
time for telephonic
inquiries.
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KEY
SERVICES
SERVICE
BENEFICIARY
CURRENT STANDARD DESIRED STANDARD
2014/15 2015/16 2016/17 2017/18
publish on the NCC
website.
process is delayed
and update
complainants on
progress in every
milestone
Publish an internal
appeal and review
process for
complaints resolution
on NCC website.
Apologise when the
process is delayed
and update
complainants on
progress in every
milestone.
Publish an internal
appeal and review
process for
complaints resolution
on NCC website.
Apologise when the
process is delayed and
update complainants
on progress in every
milestone.
Publish an internal
appeal and review
process for complaints
resolution on NCC
website.
Value for
Money:
No SLA in place Complaints received
processed efficiently
and within set time
frames.
Prompt attention
given to walk- in
clients by dedicated
Registry Staff
Complaints received
processed efficiently
and within set time
frames.
Prompt attention
given to walk- in
clients by dedicated
Registry Staff
Complaints received
processed efficiently
and within set time
frames.
Prompt attention given
to walk- in clients by
dedicated Registry Staff
Time: 2014/15 2015/16 2016/17 2016/17
Cost: Within allocated
budget.
Within allocated budget. Within allocated budget Within allocated budget
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KEY
SERVICES
SERVICE
BENEFICIARY
CURRENT STANDARD DESIRED STANDARD
2014/15 2015/16 2016/17 2017/18
Human
Resources:
As per the structure
that is aligned to the
functions
As per approved
structure
As per approved
structure
As per approved structure
Signed: ………………………………………………………… (Chairperson/ Commissioner) Date: ………………..
Signed: ………………………………………………………….(CEO/Deputy Commissioner) Date: ………………..
Name of SDIP Team: …………………………………….. Contact Details: …………………………..
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