Consumer experiences and perceptions of the consumer protection act: A case study of Sepedi L1-speakers’ in the banking, communications and retail industries.
Makuwa, Khutso Patience
Makuwa, Khutso Patience
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Abstract
This study aimed to describe what the perceptions and experiences of Sepedi L1 speakers are of the Consumer Protection Act (CPA), Act 68 of 2008 (Republic of South Africa (RSA)) 2008}. The CPA came into effect in 2011 to ensure the practice of fairness, openness and good business between service providers and consumers that make use of those services. The CPA deals extensively with language issues, notably that plain language should be used to convey all relevant information to a consumer, and, although it does not mention official languages per se, that the language used is suited to the group of people targeted for the services or business. This study adopted a qualitative approach that included conducting nine in-depth interviews using structured questions with a sample that was purposively selected to obtain the views of the consumers in order to make a contribution to the use of appropriate language in business communication. The findings of the study revealed that most of the respondents felt comfortable communicating in a language with which they were more familiar s that encouraged them to make informed financial decisions. Furthermore, the study also revealed the need to provide consumers with documents that could be interpreted and understood easily by all classes of people with a limited understanding of the use of legal jargon.
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Submitted in partial fulfilment of the requirements of the Degree Magister Technologiae in the Department of Applied Languages Faculty of Humanities.
Date
2017-03-01
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Tshwane University of Technology
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Keywords
Consumer Protection, Perceptions, Experiences, Sepedi L1-speakers, Service Industries