Key Responsibilities:
1. Strategy and Policy Development
- Contribute to the development of strategies and policies for the successful investigation of complaints.
- Assist in the design and implementation of complaints investigation processes and procedures.
- Provide advice and guidance on relevant consumer legislation and regulations in South Africa and other countries.
- Support the identification, development, and maintenance of enforcement strategies.
2. Investigations of Contraventions
- Conduct detailed evaluations of complaints to assess validity, jurisdiction, gravity, and priority.
- Undertake investigations into contraventions of prohibited conduct and unfair business practices in line with the Consumer Protection Act (CPA) and the Consumer Affairs Act.
- Secure and preserve evidence in accordance with the organisation’s processes.
- Collect, analyse, and present evidentiary material.
- Conduct negotiations and conclude Consent Orders, as well as issue Compliance Notices where applicable.
- Obtain all necessary internal approvals before finalising actions.
- Make recommendations to the Senior Investigator on findings and outcomes.
3. Implementation of Policies and Procedures
- Apply processes, tools, and strategies to ensure effective investigations.
- Conduct research into best practices and benchmark activities against other enforcement bodies.
- Provide input into the implementation of policy to strengthen enforcement capabilities.
- Support research on national and international consumer law developments.
- Promote effective internal communication and team collaboration.
- Report regularly in line with the organisation’s reporting requirements.
4. Facilitation of Resolutions
- Resolve matters, where relevant, through negotiation in line with the organisation’s processes.
- Secure Consent Orders as appropriate.
- Issue Compliance Notices in accordance with the organisation’s procedures.
5. Reporting
- Furnish monthly and quarterly reports on investigation activities.
- Draft detailed investigation reports and compile submissions for management.
- Report on the status of Consent Orders and Compliance Notices issued
6. Monitoring and Evaluation
- Monitor compliance arising from the issue of Compliance Notices.
- Assess the impact of enforcement protocols on consumers.
- Review systems, processes, and protocols, and make recommendations for improvement.