Consumer protection in Eswatini

A consumer under the Competition Act generally buys goods or receives services for personal use rather than resale. Unfair trading includes false claims about origin, age, quality, suitability, price or availability; misleading advertising; bait selling; pyramid selling; fake prizes; unsafe products; and contract terms that improperly exclude responsibility for defects. Keep receipts, contracts, payment records, messages, photographs and advertisements. Contact the business first when practical, then submit a complaint to the Eswatini Competition Commission (ESCC) Consumer Protection Department. Complaints are free, may be sent using the complaint form to info@compco.co.sz, and can also be made by telephone at +268 2404 0111 or 0421. The ESCC generally seeks an agreed solution in about two weeks; an investigation may take up to about 90 working days. No fixed public limitation period was identified in the reviewed sources. Financial complaints follow different institutions. The Central Bank of Eswatini and its Market Conduct and Consumer Protection Unit supervise banks, authorized dealers with limited authority, money transmitters, payment-service providers and mobile-money services. Complain to the financial institution first, then contact the CBE Ombudsman at ombudsman@centralbank.org.sz; this service is free, although no uniform public decision deadline was identified. The Consumer Credit Act applies to natural persons and businesses with annual turnover of up to E1 million. It provides rights such as receiving reasons for refused credit, clear transaction documents, lawful fees, a free monthly statement, balance information on request, correction of credit-report errors, early repayment and written notice of default. Customers should protect PINs, passwords and cards, provide accurate information, report suspected misconduct and use licensed financial institutions. The Financial Services Regulatory Authority supervises non-bank financial providers, including insurers, pension funds, savings and credit institutions, SACCOs, credit providers, credit bureaus, debt counsellors, building societies and capital-market providers. Complain to the provider in writing first. If there is no answer within 30 days or the response is unsatisfactory, a complaint may be sent to the Ombudsman of Financial Services with a signed complaint in English or SiSwati and supporting evidence. An accepted OFS decision becomes final and binding. The FSRA customer-service charter refers to written acknowledgment within two business days and assessment or action within a maximum of 90 days. For telecommunications, broadcasting, postal and other ICT services, complain first to the provider and then to the Eswatini Communications Commission (ESCCOM). Preserve bills, complaint references, provider responses and service records. ESCCOM addresses issues such as unclear billing, service quality, privacy, misleading advertising, excessive or discriminatory pricing, lock-in, termination notice and access to emergency calls. Commission guidance refers to cancellation of a contract within a maximum of 90 days, but no general public complaint fee or fixed decision period was identified. Electricity complaints go first to the licensed electricity company and then to the Eswatini Energy Regulatory Authority (ESERA). The complaint can concern billing, disconnection notices, high bills, payment arrangements, deposits, charges, taxes, meter testing, new connections, outages, equipment or interruptions. A written ESERA complaint should identify the complainant, explain the legal or licence issue, attach evidence and show that the licensed company was contacted first. ESERA states that it acknowledges complaints within seven days and normally makes a final determination within two months, or within four months when additional work is needed. Mediation or arbitration may be available, and fees may apply under Gazette rules. The Electronic Communications and Transactions Act 2022 contains rules for electronic goods and services contracts, although the reviewed sources did not establish that the relevant provisions had been brought into force by ministerial Gazette notice. Where the provisions apply, an online supplier provides contact details, essential product or service information, the total price including transport, taxes and fees, secure payment information and access to an electronic contract record. The customer can review, correct or withdraw an order before submitting it. A failure to meet these requirements can allow cancellation within 14 days after receiving goods. The general cooling-off period is seven days from delivery for goods and seven days from the contract for services, with refunds due within 30 days. Exceptions include financial services, auctions, ordinary food and household supplies, personalised or quickly perishable goods, unsealed downloads, gaming and lotteries, and bookings for accommodation, transport, catering or leisure at a specified time. Suppliers generally provide goods or services within 30 days unless another period was agreed; after a delay, written notice can give seven days to perform. Unavailable goods require prompt notice and a refund within 30 days. Unsolicited electronic messages require consent and identification of the sender, contact details, an opt-out method and source disclosure. Complaints about electronic communications and transactions can be directed to ESCCOM where its jurisdiction applies. Tourist complaints about accommodation, tour companies, guides or other tourism facilities may be sent to the Eswatini Tourism Authority at ETAfeedback@tourismauthority.org.sz or through WhatsApp at +268 7808 9000. The Tourism Authority investigates tourist complaints, but no public binding deadline or complaint fee was identified. Bookings for accommodation, transport, catering and leisure at a specified time may fall within the electronic-contract exceptions described above. Health-product protection is fragmented. The Ministry of Health and its Medicines Regulatory Unit handle medicine and importer registration, pharmaceutical-establishment registration, import and export authorisations, inspections and post-market surveillance. A general, current consumer-complaint pathway for medicines was not clearly published; suspected medicine problems can be reported through the documented adverse-drug-reaction form or Central Medical Stores process. The ESCC may be relevant to unfair trading, while the Eswatini Standards Authority can provide a standards, testing, certification or metrology function. Its standards are generally voluntary unless legislation makes a particular standard binding, and it has not been identified as a general refund authority. Fraud complaints should be reported to the relevant bank or financial provider, the CBE for bank or payment cases, the FSRA for non-bank financial providers and the Royal Eswatini Police Service for suspected criminal conduct. Promises of unusually high short-term returns, recruitment-based earnings, pressure to pay quickly, missing documentation and unsupported foreign-licence claims indicate pyramid or Ponzi risks, sometimes described locally as luholiswane. Check CBE or FSRA licensing before paying. For mobile money, verify the transaction in the provider application, account balance or official channel rather than relying on an SMS, and never disclose a PIN. Reporting does not guarantee reimbursement. Shopping, banking and civil litigation remain separate subject areas; they become relevant here only when they provide a necessary complaint, enforcement or escalation connection.