As South Africans increasingly turn to online shopping for convenience, questions are being raised
about whether consumer protection laws are keeping up with the digital age. To mark World Consumer
Rights Day, the National Consumer Commission and the Consumer Goods and Services Ombud have
released a joint position paper highlighting growing concerns around unfair business practices in e-
commerce. The report points to a surge in complaints ranging from misleading advertising and non-delivery of goods to refund delays and counterfeit products sold through third-party platforms. It also exposes a major gap in accountability, with regulators warning that current legislation has not kept pace with how consumers shop today. At the centre of the debate is whether online platforms should be held responsible when transactions go wrong—and what reforms are needed to better protect consumers in an increasingly digital marketplace.