National Consumer Tribunal Annual Report 2011/12 National Consumer Tribunal 2011-12

TABLE OF CONTENTS Foreword by the Minister of Trade and Industry ----------------------------- 2 General information Submission of the annual report to the Department of Trade and Industry ----------------------------------------- 4 Legislative mandate ----------------------------------------------------------- 5 Vision, mission and values --------------------------------------------------- 6 Report of the Chairperson --------------------------------------------------------- 8 Governance Governance structures ------------------------------------------------------ 14 Report of the Audit and Risk Committee ------------------------------- 16 Adjudication ------------------------------------------------------------------------- 20 Operational review ---------------------------------------------------------------- 48 Performance information --------------------------------------------------------- 60 Report of the Auditor-General to Parliament -------------------------------- 66 Annual Financial Statements --------------------------------------------------- 68 Erica globiceps Whatever the habitat - dry sun-baked scree slopes, deep sands, marshes or stream banks - one or more of the diverse Erica species can always be found. Where there are Ericas, there will also be sunbirds, feeding off the nectar of the fl owers with their specialised beaks. Annual Report 2011 national consumer tribunal | page 1

National Consumer Tribunal Annual Report 2011/12 National Consumer Tribunal 2011-12 | Page 3