Skip to content
LPG Sense
Legal

Complaints & disputes

If we get something wrong, here is exactly how to tell us, how long we will take, and who to go to if we still do not fix it.

Last updated: 4 August 2026

Step 1 — tell us

Email support@lpg.africa, or call us on 073 461 4604. Put your order number in if you have one, and tell us what happened and what you would like us to do about it.

  • We acknowledge within 2 business days, with the name of the person handling it.
  • We aim to resolve within 15 business days. If it is going to take longer, we tell you why and when to expect an answer, rather than going quiet.
  • We keep a record of every complaint and what we did about it, so patterns get noticed rather than repeated.

You do not need to write formally, quote a section of an Act or use a particular form. Plain English in an email is enough, and a real person reads every one.

Step 2 — the Consumer Goods and Services Ombud

If we have not resolved your complaint within 15 business days, or you are not satisfied with how we handled it, you can take it to the Consumer Goods and Services Ombud. The CGSO is the ombud accredited under section 82(6) of the Consumer Protection Act for the consumer goods and services industry, it applies the Consumer Goods and Services Industry Code of Conduct, and it is free for consumers.

The Consumer Goods and Services Industry Code of Conduct applies to us as a supplier of consumer goods, and we are bound by it. We are completing our registration with the CGSO and will say so here once it is confirmed — in the meantime your right to refer a complaint to the CGSO is unaffected. You can read the Code on the CGSO’s website, and we will email you a copy on request.

If you go to the CGSO first, it will usually refer you back to us to give us a chance to put things right — which is why step 1 is worth doing, and why we try to make it easy.

Step 3 — the National Consumer Commission

You can complain to the National Consumer Commission, which enforces the Consumer Protection Act and Chapter VII of the Electronic Communications and Transactions Act — the chapter that governs buying online, including everything we publish about prices, delivery, cooling off and refunds.

Step 4 — the Tribunal or a court

The National Consumer Tribunal (www.thenct.org.za) and the courts remain open to you. We will not ask you to give up that right, we will not require you to go to private arbitration instead, and we will not ask you to bring a claim within some shorter period than the law allows.

About your personal information

Complaints about how we have handled your personal information go a different route: tell us at info@lpg.africa, and you may also complain to the Information Regulator (South Africa) on 010 023 5200 or toll-free 0800 017 160, or at POPIAComplaints@inforegulator.org.za. Full details are on our privacy policy.

Card payments

If you do not recognise a charge, email support@lpg.africa with the date and amount and we will look it up — often it is simply the name on the statement. But nothing here requires you to come to us before disputing a payment with your bank. That right is yours and we would not ask you to waive it.

Safety concerns come first

If your complaint is that a sensor is unsafe — overheating, swelling, leaking — please do not wait for a complaints process. Stop using it, take it off the cylinder, and tell us straight away. See safety & intended use.