Consumer rights and complaints
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Your consumer rights
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.
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How to complain
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Complain about something you bought
If you buy products 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.
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Complain about a TV or radio programme or an ad
If you think a TV or radio programme hasn't followed the broadcasting standards, or an ad (on TV, radio, the internet or in print) hasn't followed the advertising standards, you can complain to the relevant authorities.
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Complain about your financial services provider
If you have a problem with your bank, insurance company or financial adviser, you can make a complaint.
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Complain about your Internet Service Provider (ISP)
If you have a problem with your internet service provider (ISP) you can make a complaint.
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Complain about your utility provider
If you have a problem with your electricity, gas or water provider, or access to shared property for fibre broadband installations, you can make a complaint.
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Complain about a privacy breach
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.
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Debt and credit records
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What is a credit record
Find out what is on a credit record, who can access your credit record, and your rights to change information on it.
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Check your own credit record
You can check your credit information for free, but if you want the information in a hurry you have to pay for a report.
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Debt collection and repossession
Know your rights when a debt collector demands payment or takes your stuff because you cannot pay your bills.
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Consumer laws
Find out what laws protect you when buying from, or sharing your information with, businesses selling in New Zealand and online.
