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✓ Consumer Protection Act 68 of 2008 • Section 23

Store charged more at the till than on the shelf?

You do not have to pay the higher till price. Under South African law, you are entitled to the displayed price.

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The Section 23(6) law in plain language

Under Section 23(6) of the Consumer Protection Act, a supplier may not make you pay more than the displayed price. If more than one price is displayed for the same item, the lowest price applies. “It’s a barcode glitch” is not a legal excuse.

Statutory redress

CPA

R0 cost to claim or lodge a complaint

The National Consumer Tribunal can fine a supplier up to 10% of annual turnover or R1 million, whichever is greater (CPA Section 112).

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Standing at the till right now?

Use the generator above: fill in the fields, tap Copy letter, and show it to the supervisor on your screen.

Tactical field protocol

What to do at the till in 3 steps

⏱ 2-minute escalation

1 photo_camera

Photograph the shelf tag

Take a clear photo of the price tag before anyone removes or swaps it. Make sure the product name matches the tag.

check_circle Clear visual evidence

2 record_voice_over

Call the store manager

Politely say: “Please pause the transaction and call the duty manager. I am relying on Section 23 of the Consumer Protection Act.” Don’t argue with the cashier.

campaign Go to the decision-maker

3 assignment_turned_in

Pay & demand a refund, or go to the CGSO

If they refuse, keep your till slip, give them this notice, and lodge a free complaint with the Consumer Goods and Services Ombud.

balance Free formal resolution

Direct dispute escalation

Retailer head office & ombud channels

South African statutory jurisdiction

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CGSO Ombud

Consumer Goods & Services

The industry ombud under CPA Section 82. Resolves shelf-price and till disputes at no cost to consumers.

Call: 0860 000 272

www.cgso.org.za

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National Consumer Commission

Enforcement agency (NCC)

Investigates misleading pricing across retail chains and can issue compliance notices.

Call: 012 428 7000

complaints@thencc.org.za

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Retailer head office

Customer care line

Most chains escalate branch-level price disputes to regional managers. The customer care number is usually on your till slip.

Keep your till slip

Ask the branch for the head-office line

Civic justice template library

Need help with another consumer rights issue?

Explore 16 other free letters, including CPA Section 56 (six-month defective goods return), Section 14 (20-day contract cancellation) and the prescribed debt defence (NCA Section 126B).

Browse 16 other free templates

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Statutory notice disclaimer

These are self-help templates based on South African consumer law. They are general information, not legal representation under the Legal Practice Act 28 of 2014. For high-value disputes or court action, speak to an attorney, a Legal Aid South Africa office, or the relevant ombud.

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