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.
Know your rights
The Consumer Guarantees Act and the Fair Trading Act help ensure you get the goods or services you pay for and that what you get is of acceptable quality.
It's an offence to mislead a consumer about their contractual or legal rights when they buy something.
How to complain
Find out the best way to complain so you increase your chances of your problem being solved.
Bad service and faulty goods
If you haven't received the kind of service you paid for, you can:
- ask for the job to be redone
- cancel the service
- pay less money than was agreed
- not pay at all.
Return the goods as soon as possible to get a repair, refund or replacement.
If no time period for delivery was agreed when you buy goods that the retailer has arranged to be delivered, the retailer must make sure that delivery happens within a reasonable time.
If your goods don’t arrive on time, or are damaged during delivery, you can make a claim to the retailer who sold you the goods.
If you're still not happy
If you’re not happy with the result of your complaint to the seller or person who provided the service, you can take it further.
The Disputes Tribunal can take claims of up to $15,000 (or $20,000 if both parties agree) on faulty goods if the seller has refused to fix, refund or replace them.
Complain if you’re misled by advertising about something you’ve bought or services you’ve received.