If you’ve contacted the business and can’t agree on a solution, you may be able to take your complaint further. This page explains your options in New Zealand, what a final decision means, and the steps you can take if the issue isn’t resolved.
Your options for resolving a dispute
The right option depends on the value of your claim, the type of product or service, and the steps you’ve already taken. Your options may include:
- using a specialist dispute resolution service (if one applies to the industry)
- making a claim with the Disputes Tribunal
- taking a civil claim to court
- reporting the business to a regulator
- getting help from a community advice service.
If your complaint is about a car bought from a dealer, see the specific steps and remedies that apply.
What does a final decision mean?
A final decision is a formal outcome that explains what was decided, why it was decided, and what each party must do next.
Final decisions are usually given in writing and may be binding. They are based on the facts of the case and the rights of both the consumer and the business.
Using online tools and AI search
You may have looked online — including using search engines or AI‑powered tools to understand what might happen next.
These tools can help explain common scenarios, but they can’t assess evidence, make decisions, or determine outcomes. They also won’t know the full details of your situation.
If you’re trying to get a final decision, use the guidance on this page to understand your next steps and the formal options available to you.
If you’ve tried resolving the problem with the business and can’t agree on a solution, AI tools can help explain your escalation options and what each step involves.
This can be useful if you want to:
- understand the difference between dispute resolution services, the Disputes Tribunal, and other options
- sense‑check which pathways might apply to your situation
- feel more confident deciding what to do next
You can still follow the steps below to take your complaint further at any time.
Get help from a dispute resolution service
Before you make a claim with any of the dispute resolution schemes, contact them first to check:
- what their process is
- if you'll pay any fees
- what you can do if you're not happy with any outcome.
Some dispute resolution services can only deal with complaints about service providers who are members of their scheme.
For more information about specialist schemes, you can visit their websites listed by industry below. If you don’t see the relevant industry, then the default process is the Disputes Tribunal.
Banking or financial products and services including financial advisors
The complaint process(external link) — Banking Ombudsman
Make a complaint (external link) — Financial Dispute Resolution Service
The complaints process(external link) — Financial Services Complaints Limited
Make an enquiry or complaint(external link) — Insurance and Financial Services Ombudsman
Building, repairs, renovations or maintenance
Complaints process(external link) — Building Disputes Tribunal
Determinations(external link) — Building Performance
Health or medical products and services
Complaints process(external link) — Health and disability Commissioner
To make a complaint(external link) — Health Practitioners Disciplinary Council
Housing — including buying or renting
Make a complaint(external link) — The Real Estate Authority
Disputes(external link) — Tenancy Services
Complaints and disputes (external link) — Retirement Commission Te Ara Ahunga Ora
Mobile and home-based telecommunications or internet services
Make a complaint(external link) — Telecommunications Dispute Resolution
Motor vehicle traders
Motor Vehicle Disputes Tribunal(external link) — New Zealand Ministry of Justice
Professional services — including legal and accounting
Complaints about CA ANZ(external link) — Chartered Accountants ANZ
How to make a complaint(external link) — New Zealand Law Society
Utility services — including electricity, gas, water & broadband installation
Make a complaint(external link) — Utilities Disputes
You can find more guidance on your rights when resolving industry-specific problems.
When to use the Disputes Tribunal
Most disputes about products and services up to the value of $60,000 can be resolved for a small fee through the Disputes Tribunal.
Issues with registered motor vehicle traders, or dealers who should be registered, are heard by the Motor Vehicle Disputes Tribunal.
For both tribunals, there are no lawyers or judges present. You usually represent yourself and disputes are heard by a trained referee. The referee works with both sides to try to reach an agreement. If they can't agree, the referee can make a binding decision.
The Disputes Tribunal can deal with a wide range of disputes including:
- work not completed as expected
- over-charging
- insurance claims
- loss caused by misleading advertising and false statements in sales material
- hire purchase agreements (now called credit sales)
- disputes involving contracts or business agreements.
- goods that don’t work as expected, are of poor quality or don’t fit the description at sale
- whether a service provider (for example, a tradesperson or hairdresser) has done work to acceptable standards.
Learn more about how to make a claim with the Disputes Tribunal:
Making a claim through the Disputes Tribunal
Motor Vehicle Disputes Tribunal(external link) — New Zealand Ministry of Justice
For disputes exceeding $60,000, you can take your case to the District Court.
Taking disputes to the civil court
If your dispute is not covered by a specialist scheme and is valued at more than $60,000 but less than $350,000, you can file a civil claim in the District Court. The High Court hears civil claims that are complex or for more than $350,000.
Claims you can take to civil court(external link) — Ministry of Justice
It's best to consult a lawyer before doing this. If you can't afford a lawyer, you might be able to get free or funded legal help – contact your local Community Law centre.
Legal aid(external link) — Ministry of Justice
Free legal help(external link) — Community Law
Report it to an authority
As well as taking direct action to sort out your complaint, you may be able to make a formal complaint about the business to the Commerce Commission, Financial Markets Authority or an industry regulator.
Commerce Commission
Report a business you think has:
- misled you
- said something that isn't true
- treated you unfairly when buying on credit or borrowing money.
The Commerce Commission doesn't act on behalf of individuals and can't investigate every complaint. But their investigations do help make sure businesses are complying with the law. Your information helps them assess which consumer issues are causing greatest harm.
Report a concern(external link) — Commerce Commission
Financial Markets Authority
The Financial Markets Authority investigates a range of complaints about the conduct of individuals and businesses that operate in New Zealand's financial markets. This includes misleading or deceptive conduct, information or disclosures and investment scams.
The FMA can't obtain remedies for individuals. But where a financial service provider is breaching their obligations, they can investigate and, where appropriate, take action to hold them accountable and ensure they meet the standards expected of them.
Make a complaint(external link) — Financial Markets Authority
Industry regulators
You can make a complaint to a regulator if you feel their code of conduct has been breached. Certain industries are regulated to make sure professionals:
- follow standards
- trade fairly
- are registered, such as in the case of builders, architects, doctors
- comply with certain laws.
You can get more advice on industry regulators, such as accountants, builders or health and disability services, in our 'Help by product and service' section.
Other services that can help
If you’re not sure of what step to take next, there are organisations you can approach for advice and advocacy on your behalf.
Citizens Advice Bureau
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 Centre
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
New Zealand Law Society
Provides resources about working with a lawyer and operates the Lawyers Complaints Service to assist you with complaints about the conduct, service and/or fees of lawyers. There is no cost to make a complaint.
Find a lawyer(external link) — New Zealand Law Society