By Lehlohonolo Lehana.
The National Consumer Tribunal confirmed a settlement agreement between National Consumer Commission (NCC) and Cartrack, that will see millions of rands returned to affected customers and changes made to company contracts.
Part of the agreement, Cartrack has agreed to pay an administrative fine of R5 million and refund over R5.1 million to affected consumers.
The company will also cancel affected contracts without charging a cancellation fee and amend its terms and conditions to ensure they comply with the Consumer Protection Act (CPA).
The agreement was made a consent order on 25 March 2026, following a referral by the NCC earlier this month.
The NCC’s investigation began after it received complaints from over 200 consumers who alleged that Cartrack failed to provide adequate remedies.
“The NCC investigated the complaints lodged by the consumers and found that the terms and conditions of the sale agreements were inconsistent with the CPA on some complaints,” it stated.
Cartrack agreed to settle 167 of these complaints without admitting liability, stating it wished to avoid lengthy legal proceedings. The NCC could not establish a contravention in the remaining cases.
In addition to the financial penalties, Cartrack committed to enhancing its terms and conditions to remove any potential vagueness.
Beyond financial redress, the agreement places strong emphasis on future compliance, as Cartrack has undertaken to revise its contractual wording to remove ambiguity and ensure customers receive clearer information about their rights and obligations.
Welcoming the Tribunal’s confirmation of the consent order, Acting Commissioner Hardin Ratshisusu said the resolution marked the end of an extensive investigation while delivering tangible outcomes for affected customers.
“This settlement concludes a lengthy investigation on complaints involving Cartrack. Consumers that were affected by the conduct will, through this settlement, receive redress. The NCC further welcomes Cartrack’s commitment to amend their terms and conditions to ensure compliance with the CPA and acknowledges Cartrack’s full co-operation.