If something you bought is not right, you have the right to complain – and there are clear steps to follow.
This page explains how to make a complaint about a product or service in New Zealand, where to start, and what to do if the issue is not resolved. Using your consumer rights does not have to be stressful or confrontational.
1. Know your rights
Understand your rights to a refund, repair or replacement under New Zealand consumer law.
Know your rights to a refund, replacement or repair
2. Contact the business
Contact the business directly and explain the issue. Provide clear details and any supporting information to help resolve the problem.
Contacting the business with a complaint
3. Take your complaint further
If the business does not resolve the issue, you may need to gather evidence and prepare to escalate your complaint.
Gather evidence to support your complaint
4. Get help to resolve your complaint
If you cannot reach an agreement, you can get help from dispute resolution services or schemes, an authority or the civil court.
Get an independent decision on a complaint
5. Make a claim through the Disputes Tribunal
If the issue still isn’t resolved, you may be able to make a claim through the Disputes Tribunal.