Botswana - Lodging of Complaint Against Unfair Business Practices

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Procedure

Apply In-Person

1. Any consumer whose interests/rights are violated and having not obtained redress from the business may lodge a consumer complaint of unfair business practice to the Consumer Protection Offices.CCA contact details.
2. Applicants are required to collect the Consumer Complaint Form.Copies of these forms are available for free at any of the CCA inquired desk or directly download it using this link;Consumer complaint form.
3. The completed duly completed in all respect, and the supporting documentation should be submitted to the nearest CCA either hand-delivered or fax.
4. Upon receipt of the file, the receiving officer will verify if all the necessary documentation and information have been provided and that the applications comply with the selection criteria before registering the application file for processing and assessment.
5. The CCA office will conduct its due diligence to authenticate the claim. A report, feedback will be provided within 30 working days to the client Seek redress either in person or email, by the CCA on the way forward of the claim.
6. If the claims have grounds a further investigation will be carried out and if a crime was committed, the CCA will order the company/ business which the complaint was made against to reimburse the customer, and where the case is complex the CCA will file the case to the competent court for judgment.

Apply Online

1. Applicants can also visit the Competition and Consumer Authority (CCA) website via this link; CCA and lodge the complaint.
2. Fill out all mandatory fields accurately, attach the supporting documentation; Captcha the security question, and then click on the SUBMIT tab.
3. Upon receipt of the file, the receiving officer will then verify that all the necessary documentation and information have been provided and that the applications comply with the selection criteria before registering the application file for processing and assessment.
4. The CCA office will conduct its due diligence to authenticate the claim. A report, feedback will be provided within 30 working days to the client Seek redress via email, by the CCA on the way forward of the claim.
5. If the claims have grounds a further investigation will be carried out and if a crime was committed, the CCA will order the company/ business which the complaint was made against to reimburse the customer, and where the case is complex the CCA will file the case to the competent court for judgment.

Please note: CONFIDENTIALLY- One can pass on information anonymously or choose to disclose their identity, to the Competition and Consumer Authority (CCA) while filling the complaint.

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Required Documents

• Invoices/Receipts.
• Warranty terms or purchase agreement.

Office Locations & Contacts

COMPETITION AND CONSUMER AUTHORITY (CCA)
Consumer Protection Unit - Gaborone
Headquarter office
Private bag 00101
Gaborone, Botswana
Main Mall, Plot 28 Matsitama Road
Tel: (+267)3934278
Fax: (+267) 3121013
Email: [email protected]
CCA map address/contact details
CCA Website

KANYE REGION/DISTRICT CCA OFFICE
Address: Rural Administration Centre
Private Bag M1939
Kanye, Botswana
Tel: (+267) 5441335/5441448
Fax: (+267) 5442460

MAUN REGION/DISTRICT CCA OFFICE
Old Mall, Behind Botswana Telecommunication Corporations Office, Adjacent to Broadcasting Services.  Second Floor Office – 23 &24.
P. O. Box 109
Maun, Botswana
Tel: (+267) 6860684
Fax: (+267) 6862115

SELIBE PHIKWE REGION/DISTRICT CCA OFFICE
Address; Selibe Mall, Plot 2626, Susan Building above Chicken Licken
P. O. Box 890
Selibe Phikwe
Botswana
Tel: (+267) 2611624
Fax: (+267) 2613829/2613111

JWANENG REGION/DISTRICT CCA OFFICE
Rural Administration Centre - Dithuso House – 2nd Floor
P. O. Box 1595
Jwaneng
Botswana
Tel: (+267) 5880396
Fax: (+267) 5882819

HUKUNTSI REGION/DISTRICT CCA OFFICE
Rural Administration Centre
Private Bag 001
Hukuntsi
Botswana
Tel: (+267) 6510380
Fax: (+267) 6510344

FRANCISTOWN REGION/DISTRICT CCA OFFICE
Rural Administration Centre - Ntshe House, 2nd Floor
P. O. Box 254
Francistown
Botswana
Tel: (+267) 2413824
Fax: (+267) 2413824

GHANZI REGION/DISTRICT CCA OFFICE
Rural Administration Centre
P. O. Box 254
Ghanzi
Botswana
Tel: (+267) 6596519
Fax: (+267) 6596841

TSABONG REGION/DISTRICT CCA OFFICE
Plot 7065, Behind CTO, Cooperatives Development Building.
P. O. Box 293
Tsabong
Botswana
Tel: (+267) 6540320
Fax: (+267) 6540476

KASANE REGION/DISTRICT CCA OFFICE
Plot No 2972, Behind Police, White City
Private Bag K12
Kasane,
Botswana
Tel: (+267) 6252375/6252499
Fax: (+267) 6252434

SEROWE REGION/DISTRICT CCA OFFICE
Serowe Main Mall
Next to Standard Chartered Bank
Private Bag 0057
Serowe
Botswana
Tel: (+267) 4630042
Fax: (+267) 4633725

Ministry of Investment, Trade and Industry
Department of Trade and Consumer Affairs (DTCA).Private Bag 004GaboroneBotswanaPlot 54380, Central Business District
Tel. (+267) 3601200
Fax. (+267) 3971539
Email. [email protected]
Ministry contact details
Opening hours: 07:30 to 12:45 and 13:45 to 16:30 Monday to Friday, except public holidays

Eligibility

• Any consumer, class of consumers, or consumer organization is eligible to apply.

Fees

• No fee associate with the service.

Validity

Explain the time until which the certificate/document is valid.
e.g. Birth Certificate Valid Forever

Documents to Use

• Consumer complaint form
  

Sample Documents

Please attach sample completed documents that would help other people.

Processing Time

• The time frame is Thirty (30) working days.

Related Videos

Videos explaining the procedure or to fill the applications.
Attach videos using the following tag <&video type='website'>video ID|width|height<&/video&> from external websites.
Please remove the '&' inside the tags during implementation.
Website = allocine, blip, dailymotion, facebook, gametrailers, googlevideo, html5, metacafe, myspace, revver,
sevenload, viddler, vimeo, youku, youtube
width = 560, height = 340, Video ID = Can be obtained from the URL of webpage where the video is displayed.
e.g In the following url 'http://www.youtube.com/watch?v=Y0US7oR_t3M' Video ID is 'Y0US7oR_t3M'.

Instructions

• The Competition and Consumer Authority (CCA), (formally Competition Authority), has taken over the functions of the former Consumer Affairs Department in the Ministry of Investment, Trade, and Industry since 2nd December 2019.
  

Required Information

PERSONAL PARTICULARS

• Full Names
• Residential Address
• Contact details: (Email/Home Tel:/Work Tel/ Cell phone No /Postal Address)
• Identification document (ID/Passport) No:

PARTICULARS OF PARTY AGAINST WHOM/WHICH COMPLAINT IS BEING LODGED

• Name of the Registered Company and Business trading name:
• Physical address
• Contact details (Postal Address/ Business Tel No)

PARTICULARS OF A COMMODITY

• Date of purchase of commodity or service:
• Name of commodity/service
• Quantity of commodity or service
• Price of commodity or service
• Account No. /Invoice No./Contract No.
• If the complaint is regarding a Motor Vehicle; (Model/Reg. No/ Km Reading/ Year of Manufacture)

PARTICULARS OF COMPLAINT
APPLICANT DECLARATION

• (Signature/ Date)

Need for the Document

• Any consumer whose interests/rights are violated and having not obtained redress from the business may lodge a consumer complaint of unfair business practice.
  

Information which might help

• A consumer is defined in the Consumer Protection Act 2018 as “any person or non-profit making organization to whom or to which any commodity is offered, supplied or made available, where such person or organization does not intend to apply the commodity for resale, lease, rendering services or the manufacture of goods for gain."
  

Other uses of the Document/Certificate

Please explain what are other uses of obtaining this document/certificate.
e.g. Birth Certificate can be used as proof of identity.

External Links

• Gov.BW
  

Others

More information which might help people.