Common consumer issues, and how to find the right help. If you’re unsure about your rights, need help resolving a problem, or want to know who to contact, this page will help you work out where to go next.
Check your consumer rights
Use our consumer rights finder to help you understand your rights and what action to take next in your situation.
Note: AI-generated information can help explain consumer rights and processes but cannot assess complaints, investigate disputes, or make decisions. All complaints are reviewed by people.
Common consumer issues
If you're experiencing a common consumer problem, the following guidance may help.
Problems with a car dealer
Learn about your rights and the options available if something has gone wrong with a vehicle purchased from a dealer.
Solving issues with your car dealer
Refunds, replacements, or repairs
Find out when you may be entitled to a refund, replacement, or repair for a faulty product or service.
Know your rights to a refund, replacement or repair
Faulty Products
Understand your rights and the steps you can take when a product is faulty, unsafe, or does not perform as expected.
How to make a complaint
In most cases, you should:
- raise the issue directly with the business
- explain what went wrong and what you want done
- follow the business’s complaints process.
You have the right to complain if something you’ve bought in New Zealand does not work or isn’t as agreed.
This includes services that haven’t achieved the agreed result, late delivery, or misleading advertising.
For step-by-step guidance if you have an issue or want to complain:
Depending on your situation, the best help may come from a community organisation, Consumer Protection, or another agency.
Community support
These organisations can help you understand your rights, prepare complaints, or get support, often at no cost.
Citizens Advice Bureau (CAB)
A free, independent service, run by volunteers. CAB can advise you on your consumer rights and obligations, in person, by phone, or online.
Find a CAB(external link) — Citizens Advice Bureau
Community Law Centres
Offers free one-on-one legal advice to people with limited finances. The organisation has 24 community law centres throughout the country. You can find legal information and other resources on its website.
Our law centres(external link) — Community Law Centres
Money Talks
This helpline gives free budgeting advice to individuals, family and whānau. Financial mentors can help you understand your financial situation, organise your debt and plan. They can also put you in touch with a local budgeting service and help you with issues you're having with lenders. Contact them on 0800 345 123. Or by live chat, email, or text if you prefer.
Contact information(external link) — Money Talks
Consumer Protection helpline
The Consumer Protection helpline can provide guidance on the consumer laws and rights that may apply to your issue and what steps you may be able to take.
The Consumer Protection helpline cannot manage complaints or act on behalf of consumers and has no investigation or enforcement powers.
Contact the Consumer Protection helpline if you need guidance on consumer laws or help understanding your options.
Freephone: 0508 426 678 (0508 4 CONSUMER)
From overseas: +64 4 474 2750
Hours: 8:30am to 5:00pm, NZT, Monday–Friday.
Email: cpinfo@mbie.govt.nz
Ministry of Business, Innovation and Employment (MBIE)
Contact our national office:
Phone: 04 901 1499
Postal address
Consumer Protection
Ministry of Business, Innovation and Employment
PO Box 1473
Wellington 6140
New Zealand
Physical address
Ministry of Business, Innovation and Employment
15 Stout Street
Wellington 6011
New Zealand
Media enquiries
The following contact information for MBIE media is for journalists and media enquiries only.
Contact our Communications Group:
Email: media@mbie.govt.nz
News and updates including media releases related to Consumer Protection.
You can read all MBIE news in the news and updates section of the MBIE Corporate website.
News and releases(external link) — Ministry of Business, Innovation and Employment
Discussion documents
You can have your say on discussion documents currently available for public consultation on the MBIE Corporate website.
Have your say(external link) — Ministry of Business, Innovation and Employment
Language and accessibility
If you speak a different language
You can use the free telephone interpreting service.
- Call us after 9.00am
- Ask for an interpreter
- Tell us what language you speak
- An interpreter will join you shortly
If you are deaf or hearing impaired
We can use the Video Relay Service to provide information after 9:00am. Visit the NZ Relay website to see how it works.
Home(external link) — New Zealand Relay Services