What you need to know about complaining when things go wrong
The first place to start is with the business you were dealing with, MBIE says.
In New Zealand, a recent Consumer Survey reveals that nearly half of all consumers experienced a problem with a product or service in the past two years. Consumer services manager Simon Gallagher emphasizes that understanding consumer rights increases the likelihood of consumers taking action and achieving a resolution. The most common issues were related to product quality, non-conformity to expectations, or deception by businesses.
When consumers take action, 75% are able to resolve the issue. Despite 95% of New Zealanders being aware of consumer protection laws, only half feel they understand their rights. Thirty percent did not take action due to believing it wouldn't solve the issue. Gallagher encourages consumers to first complain to the business, as the Consumer Guarantees Act requires businesses to provide products of acceptable quality and reasonable service.
If resolution isn't achieved within a reasonable time, consumers can seek help from the disputes tribunal or other complaint systems.
Written by urgent.news from RNZ Business's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
