21/01/2026
The Consumer Protection: The rights of consumers in South Africa
By outlawing unfair corporate and market activities, encouraging responsible consumer behaviour, and harmonising the laws governing consumer protection, the Consumer Protection Act, No. 68 of 2008 (CPA) seeks to promote a fair, accessible, and sustainable marketplace. It covers all transactions in the regular course of business that involve the provision and promotion of goods or services in South Africa for consideration, with a few exceptions.
The primary goal of the CPA is to safeguard customers who are at risk. As long as the juristic person's asset value or yearly turnover at the time of the transaction does not equal or surpass R2 million, both natural and juristic persons are considered "consumers." Franchises and no-fault liability for damages caused by products are an exception, and the rules pertaining to them also apply to customers who are above the threshold.
Since the passage of the Consumer Protection Act, 2008 (the "CPA"), which gives customers the right to fair, just, and reasonable terms and conditions, this legislative protection of consumers has become a popular trend. Suppliers are prohibited by the CPA from requiring customers to waive any rights, take on any obligations, or waive any supplier responsibility on "unfair, unreasonable, or unjust" terms.
According to the CPA, a term or condition of an agreement is unfair, unreasonable, or unjust if, for instance, it is unduly biased, the conditions are unfair, or the customer was harmed by a false representation. Additionally, the CPA stipulates that any notices or provisions that aim to restrict the supplier's liability, require consumers to assume liability, impose an obligation on the consumer to indemnify the supplier, or require any acknowledgements of fact by the consumer must be made clear to the consumer and written in plain language.
A list of transactions and terms and conditions that are forbidden is provided by the CPA. These include transactions that undermine the CPA's objectives, deceive customers, or deny them any rights under the CPA. Furthermore, a "grey list" of terms that are deemed to be unjust and unreasonable is provided by CPA rule 44. This list includes prohibiting the consumer from using the prescription defense or limiting the supplier's liability for death or personal damage.
Similar to this, the National Credit Act, 2005 (the "NCA") offers a comprehensive list of clauses that are prohibited from being included in credit agreements. This list is similar to the CPA in that it consists of:
• clauses that undermine the NCA's goals;
• claim to deny a customer any NCA rights;
• evade a credit provider's NCA obligations;
• renounce any rights under common law that apply to credit arrangements; or
• Release the lender from responsibility.
The NCA also contains prohibited clauses that are specific to credit agreements, such as clauses expressing the consumer's agreement to forfeit money to the credit provider, granting the credit provider a power of attorney in advance, and consenting to a predetermined amount of costs associated with enforcing a credit agreement. Similar to the CPA, the NCA specifies what kinds of clauses are illegal and cannot be found in consumer agreements.
Although the terms outlined in the CPA and NCA served as the model for sections 5(1) (d) and 5(2) of the Conduct Standard concerning unfair contract terms, these provisions are less explicit. A bank must make sure that the terms, conditions, and obligations in a contract between the bank and its retail financial customer are not unjust in accordance with Section 5(1)(d). Without restricting the restriction in section 5(1)(d), section 5(2) makes clear that a term, condition, or requirement in a contract will be unfair if it:
• would result in a substantial and irrational disparity between the parties' contractual rights and duties; • is not reasonably required to safeguard the financial institution's legitimate interests, since the term, condition, or requirement would unfairly benefit them;
• if used or relied upon, would give a retail financial customer an unjust result (financial or otherwise);
• Unreasonably demand that a retail financial customer relinquish any rights or release the bank from any obligations or liabilities in order to engage in a transaction.
Unlike the CPA and NCA, these rules do not offer a "grey list" of terms that are presumed to be unjust or unreasonable or a list of phrases that are forbidden.
Courts can rely on the rules or lists of forbidden phrases, much like in the case of the NCA and CPA, and they can largely avoid analyzing what makes a fair and reasonable contractual term. This is not feasible within the framework of the Conduct Standard, and it may be challenging to anticipate when the Financial Sector Conduct Authority (the "FSCA") or the courts will declare a clause in a contract between a bank and its retail financial customer void due to non-compliance with section 5(1)(d) of the Conduct Standard due to the lack of specificity.