Consumer rights and complaints

  • Consumer complaints and rights

    • Complain about something you bought

      If you buy goods that don’t work like they’re meant to, are faulty, or haven’t arrived in time or in acceptable condition, the Consumer Guarantees Act gives you the right to claim a refund, repair or replacement. This includes second-hand goods and gifts.

    • Complain about your ISP

      If you're having a problem with your internet service provider (ISP), or feel that you've been treated unfairly by them, you can make a complaint.

    • Your rights when making a consumer complaint

      You have the right to complain if something you’ve bought doesn’t work, a service hasn't achieved the result that was agreed, something hasn't been delivered on time, or you've been misled by an advert.

    • Your rights even if you don't have a warranty

      Even if your warranty has run out, you still may be able to get your goods repaired or replaced under New Zealand law.

    • Protect yourself when you’re buying things online

      Know your rights when you’re shopping online — and what to do if anything goes wrong.

  • Complain about financial services providers

    • Complain about your bank

      If you’re having a problem with your bank, you can ask the Banking Ombudsman Scheme to investigate. The scheme is independent and free to use.

    • Insurance problems and complaints

      If you have a problem with your insurance company that you can’t solve with them, you can take your complaint to a free dispute resolution service.

    • Financial adviser problems and complaints

      If you have a problem with your financial adviser that you can’t solve with them, you can take your complaint to a free dispute resolution service.

  • Debt and credit records

    • Who can check your credit record?

      Lenders check your credit record to decide whether to lend you money. Landlords, insurers or employers might also check your credit record.

    • Check your own credit report

      There are 3 credit reporting companies in NZ — to check your record or correct your information, you need to contact all of them.

    • Debt collection and repossession

      Know your rights when a debt collector demands payment or takes your stuff because you can’t pay your bills.

  • Complain about broadcasting

    • Complain about a TV or radio programme

      If you think a TV or radio programme hasn't followed the broadcasting standards, you can make a complaint.

    • Complain about an ad

      If you think an advertisement on TV, radio, the internet or in print is wrong, misleading or inappropriate, you can complain to the Advertising Standards Authority (ASA).

  • Privacy complaints

    You can complain if your personal information is being revealed without your agreement or if an organisation refuses to let you see information about you.