According to the Consumer Goods & Services Ombud (CGSO), the Eastern Cape only constitutes six percent of the 12,000 average complaints received from the public annually. However, the narrative is about to change with the launch of the CGSO satellite office/Consumer Goods & Services Helpdesk at the University of Fort Hare (UFH).
This joint venture aims to enhance consumer law education and empower communities and related stakeholders on their consumer rights and how to access those rights.
Yesterday, 24 February, the University community, along with key stakeholders such as community members and representatives from the SA Human Rights Council, the Legal Practice Council, Legal Aid SA, and a couple of law firms witnessed the direct benefits of this unity.
The event included the official launch of the satellite office and the signing of a memorandum of understanding (MOU) by Vice-Chancellor Prof Sakhela Buhlungu and Ms Queen Munyai, the CEO of CGSO.
In welcoming the guests, Prof Buhlungu said, “We see ourselves as an integral part of the community, and this is just one of several initiatives we aim to make an impact in our surrounding communities. We are pleased and proud to be part of this initiative.”
The seed of this shared commitment was planted about a year ago when Ms Queen Munyai, the CEO of CGSO, and her team met with the Dean of the Faculty of Law, Prof Mzukisi Njotini, and his staff to discuss possible partnerships.
Following a series of engagements between the CGSO CEO and the Dean, a framework for areas of cooperation was defined, drafted, and formalized through the MOU.
At the core of the agreement is bridging the gap between academic knowledge and practical application by conducting research that will gather empirical data to develop policies to prevent future incidents of exploitation.
The satellite offices, based on the Alice and East London campuses, will be housed at the Faculty of Law and operate under the University of Fort Hare Legal Aid Clinic. The offices will be staffed by postgraduate law student interns who will receive hands-on training from the CGSO, equipping them to advise consumers and help them navigate the complaints process should a case fall within the CGSO’s jurisdiction.
In her address at the launch, Queen Munyai expressed deep appreciation to UFH’s Faculty of Law for their role in making this initiative a reality. “This is a critical step in our mission to raise the profile of consumer law across South Africa, and we are excited to partner with an institution of such repute as UFH to provide access to justice for underserved communities.”
The CEO explained that the lack of reporting in the Eastern Cape can be attributed to the lack of knowledge and resources required to lodge a complaint.
“Through this MOU, we aim to initiate collaborative research projects that will deepen our understanding of consumer issues and trends, providing valuable insights. We envision developing an educational program to enhance consumer literacy, helping consumers make informed choices and understand their rights in the marketplace by fostering a spirit of inquiry and critical thinking.”
The partnership also intends to facilitate internships and experiential training learning opportunities for students to prepare them to become leaders and champions of ethical practices, stated Ms Munyai.
The establishment of the satellite office forms part of a broader strategic effort by the CGSO to develop more campus-based legal aid services across the country.
Prof Njotini highlighted how this partnership exemplifies the university’s ongoing commitment to advancing justice and legal innovation in South Africa. “We are thrilled to be at the forefront of this initiative, which benefits our law students and plays an important role in extending consumer protection to the most vulnerable. This partnership reflects our Faculty’s commitment to being a transformative force in both research and social engagement.”
The Director of the UFH Legal Aid Clinic, Mr Siyabulela Pango, said the Helpdesk will enable the combination of the clinic’s community engagement with consumer rights. “This is a great combination and greatly benefits our communities.”
Speaking on behalf of the community and the entire Raymond Mhlaba Municipality, Acting Chief Whip Councillor Unathi Ngcume commended the university for its meaningful role in the communities under Prof. Buhlungu’s leadership. “True to the shared vision of Nokholeji (UFH), we bear witness to such achievements. It is indeed a Decade of Renewal.”
UFH’s Law Faculty has long been dedicated to producing graduates who are academically proficient and deeply engaged in addressing societal challenges. This new satellite office will help provide practical, real-world experience for students while contributing to the CGSO’s efforts to protect consumer rights.