Home Consumer Alerts !
Consumer Alerts
New Tax Ombudsman
Ombudsman Online Directory

The appointment of Unisa Chancellor Judge Bernard Ngoepe by Finance Minister Pravin Gordhan as the first Tax Ombudsman of South Africa is a great achievement for Unisa, demonstrating the university’s commitment to shaping futures, say Unisa tax experts. Weighing in on the importance and possible impact a tax ombudsman has for the South African Revenue Service (SARS) and the country’s citizens, they said Judge Ngoepe’s stature and standing will command respect from SARS and taxpayers alike.


Gordhan, who made the announcement on 1 October, said Judge Ngoepe has sound experience in exercising impartiality, and an understanding of how best to balance the powers and duties of SARS and the rights and obligations of taxpayers. Above all, he is proficient in tax and administrative law.  The appointment is in terms of the Tax Administration Act of 2011, and the office is intended to provide taxpayers with a low-cost mechanism to address administrative difficulties that cannot be resolved by SARS.


Unisa Principal and Vice-Chancellor, Professor Mandla Makhanya, congratulated Judge Ngoepe on his appointment, and said it speaks to the calibre of professionals associated with Unisa. As the university celebrates 140 years of shaping futures, it is appointments such as this one, which place Unisa in a fundamental position to affect the society it serves, asserted the VC. “As our Chancellor, Judge Ngoepe continues to serve the university with dedication and distinction. We are more than confident that, as one of the leading jurists on our continent, having served as Judge President of the North and South Gauteng High Courts and also as the current Vice-President of the African Court, his experience in exercising impartiality will be an asset in balancing the powers and duties of the South African Revenue Service.”


Tax Law Subject Head in the College of Law, Professor Annet Wanyana Oguttu, said the appointment has again put Unisa at the forefront on the national scene. On how South Africans will benefit, she said there are often disputes between SARS and taxpayers on SARS services, its procedures and its tax administration in general. The perception is that SARS acted both as a judge and arbiter in the matters and that their complaints were not fairly resolved. For too long, South African taxpayers have been without an independent authority able to take up issues they may have with SARS. “Having a tax ombudsman to review taxpayers’ complaints against SARS and to resolve the same through mediation or conciliation will ensure fairness and certainty, and accountability from SARS. The ombudsman will be of great help to ordinary taxpayers who have legitimate grievances with SARS, and yet do not have the means and resources to take on the might of SARS.”


Oguttu, who herself was recently appointed by Gordhan as a member of the Tax Review Committee, explained the operations of the office of the ombudsman. “They will look at service, procedural or administrative matters such as the failure to adhere to correct procedures prescribed by the Income Tax Act and the failure to respond to a taxpayer’s correspondence. In discharging his mandate, the ombudsman must, amongst other things, act independently, review a complaint and, if necessary, resolve it through mediation or conciliation, follow informal, fair and cost-effective procedures, facilitate access by taxpayers to complaint resolution mechanisms within SARS, and identify and review systemic and emerging issues that impact negatively on taxpayers.”


However, the ombudsman may not review legislation, policy, generally prevailing practice, nor matters subject to objection and appeal except to the extent they relate to service, procedure or administration. In addition, the office may not review pending matters or decisions of the tax court, said Oguttu.


Manager at Unisa’s Centre for Accounting Studies, Werner Uys, said for South Africans the appointment of Judge Ngoepe heralds a greater awareness of taxpayers’ rights. The Tax Administration Act (TAA) incorporates an independent Tax Ombudsman, whose purpose is to look after the interests of taxpayers. In terms of the act, the ombudsman will be an independent official employed in terms of the South African Revenue Service Act and who will act as a taxpayer’s advocate. The officials in this office will address any complaint by a taxpayer on service and administrative or procedural matters in respect of the TAA. In terms of the act, the Tax Ombudsman may provide taxpayers relief when the commissioner’s officials fail to fully respect their rights. In the long run, the Tax Ombudsman, as the key stakeholder in dealing with disputes between SARS and taxpayers, can create an effective platform for dealing with such disputes.”


Odette Swart, Deputy Chair of the Department of Taxation described the appointment of Judge Ngoepe as a “fantastic achievement”. She said it is important to have a Tax Ombudsman to achieve parity between the tax authorities and taxpayers, adding that with the promulgation of the TAA in 2011 it became imperative there should be an ombudsman and this appointment is thus long overdue. “The TAA places a huge burden of compliance on taxpayers and, at the moment, SARS interprets and applies this act very strictly and, sometimes, unfairly in favour of itself, but to the detriment of the taxpayer. It is hoped that the Tax Ombudsman will alleviate this problem.” It is especially important, continued Swart, that the ombudsman be independent. “This appointment will therefore not necessarily assist SARS but it will definitely benefit the taxpayers in South Africa as the Tax Ombudsman, as an external independent person, can give an unbiased opinion on tax related matters and achieve better parity between the taxpayer and SARS.


Further details about the office, including when it will begin accepting cases, will be announced shortly.


sourced from www.unisa.ac.za

New Consumer Ombudsman
Ombudsman Online Directory


A CONSUMER Ombudsman has been launched to speedily resolve disputes between retailers or service providers and consumers, at a time when the National Consumer Commission has battled to address the high volume of complaints that reach its offices.

The Consumer Goods and Services Ombud, launched in Johannesburg, was established by retailers and service providers as well as industry associations linked to the consumer sector.

The ombudsman is intended to handle the resolution of disputes before they reach the courts, to avoid clogging up the courts.

The need for an ombudsman arose because the National Consumer Commission — which has a staff of just 70 or so people and operates from a single office in Centurion — is being hampered in fulfilling its oversight role because it has been bogged down with large volumes of complaints.

At the launch, acting consumer commissioner Ebrahim Mohamed welcomed the establishment of the ombudsman, saying it would carry out the functions assigned to it under the Consumer Protection Act. "This is a positive step because it (the Consumer Goods and Services Ombud) will be present in all provinces, which means extension of consumer protection mechanisms," Mr Mohamed said.

The executive director of the Aerosol Manufacturers Association and former head of legal and regulatory affairs at the Consumer Goods Council of South Africa, Nick Tselentis, said the formation of the ombudsman was a means of building on the guidelines of the Consumer Protection Act. "The process (of establishing the ombudsman) needed full-time assistance from the industry, whose efforts varied in terms of service standards to the consumer. In the case of disputes, consumers find it frustrating when they do not get answers from retailers regarding a complaint," Mr Tselentis said.

The next step would be for the ombud office to formalise a board and to appoint an ombudsman who would operate from premises in Randburg, he said. The appointment is expected by the end of April.

The process of establishing the ombud included setting up a call centre with a 125-strong staff in Cape Town to carry out the functions of the ombud until it was launched.


Consumer Protection Act
Ombudsman Online Directory


The Consumer Protection Act came into force on 01 April 2011. Do you comply? The President of South African signed the Consumer Protection Act on 24 April 2009 and it was published in the government gazette on 29 April 2009. There have been delays but now it has commenced. You need to comply. You need to act now!

Identity Theft Scams
Ombudsman Online Directory

Identity Theft Scams

The purpose of this alert is to warn consumers about identity theft and provide them with tips about:

  • protecting themselves against identity theft; and
  • what to do if their identity has been stolen.


Lay-Bye Agreements
Ombudsman Online Directory

Lay-Bye Agreements

The purpose of this alert is to inform consumers about what to consider when making lay-bye purchases.



Page 1 of 7
Copyright © 2017 Ombudsmen. All Rights Reserved.

We Recommend

Offers a unique shopping experience with a wide range of consumable and durable goods discounted to a level that attracts an increasingly stronger consumer

Unilever, we meet everyday needs for nutrition, hygiene and personal care with brands that help people feel good, look good and get more out of life.