Consumer Protection Act (CPA) for Undergrad.co.za

1. Introduction

Undergrad.co.za is committed to full compliance with the South African Consumer Protection Act (CPA), ensuring transparency, fairness, and accountability in all dealings with students, families, and institutions. This draft outlines the key CPA-aligned policies and practices for the platform.

2. Right to Information

• Clear disclosure of product and service details, including pricing, terms, and conditions.
• Transparent communication of lay-by, subscription, and retail payment models.
• Easy access to FAQs, contracts, and customer support.

3. Right to Fair and Honest Dealing

• No misleading marketing or false representations.
• Honest advertising of graduation events, retail products, and financial services.
• Protection against unfair contract terms.

4. Right to Fair Value, Good Quality, and Safety

• Assurance that all academic products, event services, and financial tools meet quality standards.
• Refunds, replacements, or repairs offered in line with CPA requirements.
• Safety checks for event management services.

5. Right to Choose

• Freedom for students and institutions to select from multiple product and service options.
• No forced bundling of unrelated services.

6. Right to Privacy

• Protection of personal information in compliance with POPIA and CPA.
• Secure handling of student and institutional data.

7. Lay-by and Subscription Agreements

• Written agreements outlining payment schedules, cancellation rights, and refund policies.
• Compliance with CPA Section 62 (Lay-by agreements).
• Clear disclosure of subscription terms for graduation savings and product access.

8. Complaints and Dispute Resolution

• Accessible complaints process via online forms, WhatsApp chatbot, and customer support.
• Resolution timelines aligned with CPA standards.
• Escalation procedures to the National Consumer Commission if unresolved.

9. Compliance and Monitoring

• Appointment of a Key Individual (KI) to oversee CPA compliance.
• Regular audits of contracts, marketing, and customer interactions.
• Training for staff and partners on CPA obligations.

10. Conclusion

This draft serves as the foundation for Undergrad.co.za’s CPA compliance framework, ensuring that students, families, and institutions are protected, informed, and empowered in their interactions with the platform.