CGSO Advisory: Ecommerce Platforms and E-vouchers Compliance

Posted 16 October 2025 Written by Acts Online
Category Consumer Law

Brought to you by SA Accounting Academy: The Consumer Goods & Services Ombud (CGSO) has released an advisory note detailing the regulatory obligations of ecommerce platforms and the management of e-vouchers under South African consumer law.

In terms of the Consumer Protection Act, No. 68 of 2008 (CPA) and the Electronic Communications and Transactions Act, No. 25 of 2002 (ECTA), the CGSO and the National Consumer Commission (NCC) have clarified that hosting platforms bear the responsibility for resolving disputes arising from ‘marketplace transactions’. This applies specifically to online platforms that host third-party suppliers.

The advisory note emphasizes that platforms cannot divest themselves of responsibility for the conduct of third-party vendors. The CGSO highlights several critical compliance areas:

  • Hosting platforms must ensure that all third-party suppliers operating on their interface comply with the provisions of the CPA and ECTA.
  • Platforms are responsible for the resolution of disputes between consumers and third-party suppliers hosted on the platform.
  • Consumers must be provided with clear Terms and Conditions, as the selection to proceed with a transaction creates a binding legal agreement.

The CGSO further warns consumers and businesses regarding the pitfalls of e-vouchers, noting that both the CPA and ECTA will be applied concurrently to reach fair outcomes in ecommerce disputes. A media release regarding this advisory was issued on 20 May 2025.

Click here to download the CGSO Media Release or access the full Advisory Note.

What this means for you, your business, or your clients

  • For yourself: No direct individual obligations; impact channelled through professional advisory on consumer rights and ECTA protections.
  • For your business: Firms operating or advising online marketplaces must audit their vendor onboarding processes to ensure third-party compliance with the CPA, as the platform may be held liable for dispute resolution.
  • For your clients: Advise retail clients that hosting third-party sellers does not exempt the primary platform from consumer law liabilities or the duty to resolve transaction failures.

Originally published at https://accountingacademy.co.za/news/read/cgso-transacting-with-ecommerce-platforms-and-e-vouchers

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