Common consumer issues and where to get help.
My rights if something goes wrong
Check your rights
Use our consumer rights finders for products, services, after buying a car, and flights. Check your rights
Common consumer issues
Pages you might find helpful
Solving issues with your car dealer — know your rights and what to do if you bought a vehicle from a car dealer and there’s a problem, such as faults, misleading statements, and money owing.
Refund, replacement or repair — your rights and what to do if a product or service breaks or isn't fit for purpose.
Faulty products — what to do when something doesn’t work, breaks easily, or doesn’t do what you expected it to.
Making a complaint
You have the right to complain if something you’ve bought in New Zealand does not work, a service has not achieved the result that was agreed, something has not been delivered on time, or you've been misled by an advert.
How to complain — here are the steps to take if you have an issue and want to make a complaint.
Find help in your community
Organisations that you can get support at any point from can be found through community service providers listed below:
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
MoneyTalks
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) — MoneyTalks
Get help from Consumer Protection
If you have any consumer rights questions or enquiries, contact us on the 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.
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
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
Contact our Communications Group:
Email: media@mbie.govt.nz
News and updates include media releases related to Consumer Protection.
You can read all Ministry of Business, Innovation and Employment (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
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