Jewellery Council of South Africa
Consumer Protection & Complaints
As an Alternative Dispute Resolution Agent, the JCSA helps consumers with complaints against accredited members who are in good standing. For non-members, please contact the National Consumer Commission at 0860 26 6786.
Consumer support
Protection & coverage
What's covered
Product warranty
- 6-month warranty on new jewellery purchased from JCSA members.
- 3-month warranty on repairs.
Misrepresentation
If the alloy or description was misrepresented (e.g. gold content), complaints may be made within two years of purchase.
Steps to lodge a complaint
- 1) Contact the jeweller first. Most issues resolve directly.
- 2) Submit a complaint to the JCSA. Complete the form below, or email admin@jewellery.org.za / call (011) 484-5528.
- 3) Provide supporting documents. Include invoices, correspondence, and photos where relevant.
What to expect
The complaints process
Acknowledgement
We confirm receipt within a few days.
Resolution opportunity
The jeweller is asked to resolve the issue directly.
Arbitration
If unresolved, the Arbitration Committee (independent experts) issues a ruling.
Final decision
Remedies may include repair, replacement, or referral to insurance for accidental damage.
Need assistance?
Important notes & help
Important notes
- Most complaints resolve within 30 days (complex matters may take longer).
- Ensure items sent for adjudication are fully insured during the process.
- Delivery and collection of items for arbitration are the consumer's responsibility.
Need help?
For assistance with the complaint process:
admin@jewellery.org.za
(011) 484-5528 | Fax 086 504 9512
Post: The CEO, Jewellery Council of South Africa, 2 Le Paradis, 3 Oak Avenue, Bedfordview, 2007
Online submission
Complaint form
Please use dates and describe what happened from the beginning until now. Required fields are marked with *.