Number of customer complaints involving product quality (not safety related) or warranty claims
5,079*
5,499
2013
6,110
2012
 
 
The period has seen a declining trend in our complaints which could be related to improved consumer protection practices in the business
Number of customer complaints involving promotional claims, insufficient stock or marketing errors
2,093
3,318
2013
2,704
2012
 
 
The period has seen a declining trend in our complaints which could be related to improved consumer protection practices in the business
Number of customer complaints involving product liability claims and product safety claims
39
138
2013
24
2012
 
 
The increasing trend is currently being investigated to understand the circumstances thereof.
Number of complaints at national consumer commission / tribunal
103
29
2013
122
2012
 
 
Addressing customer complaints is a priority for Massmart and we are pleased that according to the Consumer Goods Services Ombud (CGSO), we have been recognised as the fastest retailer in responding to customer complaints.
Number of Product Recalls in Food and Liquor
32
21
2013
22
2012
 
 
Indicative of a higher amount of product testing and higher internal standards.
Number of Product Recalls in General Merchandise and Home Improvement
60
45
2013
31
2012
 
 
Increase is due to the application of more stringent product safety standards and an increase in testing rates.
Number of random product tests conducted on private label products
2,065
2,426
2013
1,269
2012
 
 
Random product testing provides a basis for ensuring product safety. The increased testing rate is indicative of a heightened focus in this area.