Your Rights Under the Consumer Protection Act
The Consumer Protection Act (CPA) gives South African consumers clear rights around pricing and quotations. Section 23 of the CPA states that a supplier who displays or quotes a price for goods or services is bound by that price. If a business quotes you R2,500 for a service and then tries to charge you R4,000, they are in breach of the CPA.
This applies to: written quotations, prices displayed on websites or in-store, prices stated verbally and confirmed in writing (WhatsApp, email), and advertised prices. It does not apply to obvious errors where you knew or reasonably should have known the price was a mistake (such as a R5 price tag on a television that normally retails for R15,000).
What Counts as a Valid Quote
A quotation becomes binding when the customer accepts it. Acceptance can be verbal, in writing, or by conduct (paying a deposit, proceeding with the service). Once accepted, the supplier cannot unilaterally change the price — any change requires the customer's agreement.
If a quotation has an expiry date and that date has passed, the supplier is not bound by the original price. Always check whether your quotation has an expiry clause.
Step 1 — Raise It Directly With the Business
Contact the business in writing (email or WhatsApp) and state clearly: "You provided a written quotation dated [date] for [amount]. I accepted this quotation on [date]. I am entitled to pay the quoted price under Section 23 of the Consumer Protection Act. Please confirm the corrected invoice." Attaching the original quotation to this message strengthens your position.
Many pricing disputes resolve at this stage — the business either confirms the original price or provides a reasonable explanation for a legitimate price change (materials cost increase disclosed before acceptance, for example).
Step 2 — Escalate Within the Business
If the frontline staff or service adviser maintains the inflated price, ask to speak to the manager or owner. Explain the situation calmly and factually. In most cases, a manager who understands the CPA exposure will resolve the dispute rather than risk a formal complaint.
Step 3 — Lodge a Complaint With the National Consumer Commission
If the business refuses to honour the quoted price, lodge a formal complaint with the National Consumer Commission (NCC) at nationalconsumer.gov.za or call 012 428 7000. The NCC investigates consumer rights violations and can compel compliance, issue compliance notices, and refer matters for prosecution.
Also consider the Consumer Goods and Services Ombud (CGSO) for complaints involving retailers and service providers — their process is faster than the NCC for many consumer goods disputes.
Small Claims Court
If you have already paid the inflated price under protest and want a refund of the difference, or if the business owes you goods or services at the quoted price, the Small Claims Court handles claims up to R20,000 without the need for an attorney. File your claim at the nearest Magistrates' Court. The process is straightforward and designed for self-represented individuals.
What to Keep
- The original written quotation (screenshot, email, or PDF)
- Your acceptance of the quotation (your reply, deposit payment, or booking confirmation)
- Any communication where the business attempted to change the price
- Your written objection to the price change
This paper trail is the foundation of any complaint or legal claim. Without it, the dispute becomes your word against theirs.