TFG’s Complaints-Handling Process

At TFG, we aim to resolve all customer complaints efficiently and fairly. Our process is aligned with the Consumer Protection Act and the Consumer Goods and Services Code (CGSO). Below is a summary of how we manage complaints:

1. TFG stores
   If you have a complaint in-store, our staff will try to resolve it on the spot. If they cannot, they will escalate it to the Area Manager.
   
   

2. Bash
   For issues handled by Bash Customer Support, we will do our best to resolve your concern. If this isn't possible, your complaint will be escalated to a Bash Customer Support Manager.
   
   

3. Head Office Complaints
   If your complaint reaches our Head Office, we will aim to resolve it within 15 business days. If we are unable to resolve the issue to your satisfaction, you can escalate the matter to the Consumer Goods and Services Ombud.

Consumer Goods and Services Ombud
 If you're not satisfied with our resolution, you have the right to contact the Consumer Goods and Services Ombud. You can reach them at:

• Website: www.cgso.org.za

• Sharecall: 0860 000 272

• Email: info@cgso.org.za / complaints@cgso.org.za

• Address:
   Association House, Bond Street Business Park,
   Cnr Bond Kent Street, Randburg,
   PO Box 3815, Randburg, 2125
  
  

If you need a copy of the Consumer Goods and Services Code, please email Proatia1@tfg.co.za.