CIPC: Annual Customer and Stakeholder Satisfaction Survey and Report

CIPC: Annual Customer and Stakeholder Satisfaction Survey and Report

• 09 December 2025
• CIPC
• South African Accounting Academy

Summary:
CIPC has appointed a service provider, Digital Republic, to conduct stakeholder and customer segmentation, undertake a satisfaction baseline survey, and compile a comprehensive report together with a framework for improvement and implementation – over a 6-month period.

Article:
CIPC’s mandate is the registration of companies, close corporations, cooperatives and intellectual property rights. Related services include the disclosure of information as well as dispute resolution arising out of infringements of these rights. CIPC is making progress towards being a customer centric organisation using relevant tools to achieve an organisation that is future fit and fit for purpose. It is for this reason that CIPC has, over the past few years, conducted surveys with the objective of understanding its journey and progress made.

During the current financial year, CIPC appointed a service provider to conduct stakeholder and customer segmentation, undertake a satisfaction baseline survey, and compile a report together with a framework for improvement and implementation.

A key part of the scope of work to be performed by Digital Republic on behalf of CIPC includes:

• Virtual and telephonic interviews with 50 key customers and stakeholders (externally).
• Administering 1000 customers and stakeholder surveys using other survey methodology best suited to each customer’s preferred channel.

KEY CUSTOMERS/ STAKEHOLDERS INCLUDED (NOT EXHAUSTIVE)

1. The Minister of Trade Industry and Competition and Members of the Portfolio Committee Trade Industry and Competition (the dtic)
2. The dtic and COTII
3. Government clusters partners (Department of Justice and Constitutional Development, Department of Home Affairs (DOH) The Department of Justice (Master of the High Court and High Court itself), National Treasury, Department of Statistics SA, The Department of Land Affairs, The deeds office, etc.
4. Regulators and similar other institutions; SARS, Johannesburg Stock Exchange (JSE) FSB, FIC, Higher Education Institutes (universities, universities of technology, colleges, etc), ICT, National Credit Regulator (NCR), Competition Commission, National Consumer Commissioner, Provincial Department of Economic Affairs.
5. National Economic Development and Labour Council (NEDLAC) Business Unity of South Africa (BUSA).
6. Banking Association of South Africa (BASA), Black Business Council (BBC) and banks
7. Chamber of Commerce
8. CLC-SAICA, SAIPA, Law Societies (Customer or stakeholders, depending on nature of engagement).
9. CIPC customers who are currently reached through the various communication channels used by the CIPC, including but not limited to:

• Website and transactional website
• Call Centre
• Collaboration partners
• Self-service terminals
• Service Centre

The CIPC therefore requests you to kindly co-operate with Digital Republic, the contracted service provider, in this endeavour. 

A notice will also be placed on the CIPC website and Social Media platforms indicating that Digital Republic is in the process of conducting a customer and stakeholder index and survey on behalf of CIPC.

Click here to download Notice 54 of 2025:

https://www.cipc.co.za/wp-content/uploads/2025/12/Digital-Republic-Survey-letter-2025-11.pdf 

Relevance to Auditors, Independent Reviewers & Accountants:

• The Companies Act is yet another piece of legislation that your clients must comply with, and which you must assess compliance with.  If they don’t comply with the relevant laws and regulations, you have certain reporting obligations in terms of NOCLAR (NOn-Compliance with Laws And Regulations) – this could include reporting to management, qualifying your audit opinion, reporting a Reportable Irregularity, etc.
• As an auditor, independent reviewer and accountant, you also need to monitor your client’s compliance with the Companies Act and all relevant notices/enforcements/practice notes issued by CIPC as the regulator.
• Where you perform these compliance tasks on behalf of your client, you need to ensure that you comply with all relevant notices/enforcements/practice notes issued by CIPC as the regulator.
• Company Secretarial staff play a critical role in bridging the gap between entities and CIPC. As legislation, regulations and tax law are continuously changing and evolving, it is of utmost importance for companies and company secretarial practitioners to keep abreast of such changes in so that companies continue to meet their compliance obligations.

Relevance to Your clients:

• An entity (company or close corporation) has a duty to comply with the Companies Act, and all relevant notices/enforcements/practice notes issued by CIPC as the regulator.

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