Effective date: 8 October 2026
Ngqongqoshe Funeral Parlour is committed to resolving complaints fairly, promptly and in line with the Consumer Protection Act 68 of 2008, the Financial Advisory and Intermediary Services Act 37 of 2002 (FAIS), and the Protection of Personal Information Act 4 of 2013 (POPIA). You will never be charged for lodging a complaint with us.
1. Internal Escalation — Step by Step
Step 1 — Lodge your complaint
Submit the form below, email complaints@ngqongqoshe.co.za, call +27 78 211 6000, or visit any branch. Please provide your name, contact details, policy number (if any) and a clear description of the complaint.
Step 2 — Acknowledgement within 1 working day
We will confirm receipt of your complaint within 1 working day, together with a reference number and the name of the person handling it.
Step 3 — Investigation and response within 14 working days
We will investigate the complaint and provide you with a written response within 14 working days, explaining our findings and the outcome. If the investigation takes longer, we will tell you why and give you a revised date.
Step 4 — Internal appeal
If you are not satisfied with our response, you may escalate your complaint to our Internal Appeals Committee (complaints that remain unresolved after 20 working days may be referred here). The Committee will review the matter and issue a final internal decision within a further 14 working days. Please quote your original reference number.
Step 5 — External escalation
If you remain dissatisfied after our final internal decision, you may approach the appropriate external body listed below at no cost to you for doing so.
2. External Bodies You May Approach
The Information Regulator (South Africa) — for complaints about the handling of your personal information (POPIA) or access to information requests (PAIA).
Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191
Tel: 010 023 5200 |
Toll free: 0800 017 160
POPIA complaints: POPIAComplaints@inforegulator.org.za
PAIA complaints: PAIAComplaints@inforegulator.org.za
Enquiries: enquiries@inforegulator.org.za |
Web: inforegulator.org.za
Office of the FAIS Ombud — for complaints about financial advice or intermediary services (our FSP 47003). You must first allow us an opportunity to resolve the complaint internally.
11th Floor, Menlyn Central Office Building, 125 Dallas Avenue, Waterkloof Glen, Pretoria, 0081
Tel: 012 762 5000 |
Sharecall: 0860 066 3274
Email: info@faisombud.co.za
Web: faisombud.co.za (complaints can be lodged online)
Consumer Goods and Services Ombud (CGSO) — for complaints about goods and services supplied under the Consumer Protection Act (such as our funeral services).
Toll free: 0860 000 272
Email: complaints@cgso.org.za
Web: cgso.org.za
National Consumer Commission (NCC) — for matters referred to the national consumer protection authority.
Block C, SABS Campus, 01 Dr Lategan Road, Groenkloof, Pretoria
Contact centre: 012 065 1940
Email: complaints@thencc.org.za
Web: thencc.org.za
3. Lodge a Complaint With Us
Complete the form below and we will get back to you. Fields marked with * are required.
