Complaints from customers
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Consumer Protection NZ: Complying with Consumer Laws
A government resource that provides guidance to help businesses understand their legal obligations under the Consumer Guarantees Act and Fair Trading Act. It includes practical advice on managing customer complaints, returns, and remedies for faulty products or services.
Phone: 0508 426 678 (0508 4 CONSUMER)
Email: cpinfo@mbie.govt.nz
Web link: www.consumerprotection.govt.nz/
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Business.govt.nz: Dealing with customer complaints and reducing risk of customer complaints
A government resource that provides a guide to help businesses respond to customer complaints. It outlines when remedies such as refunds, repairs, or replacements are required under law, and when they are not. The guide includes practical steps for investigating complaints, communicating with customers, and training staff. It also offers downloadable templates such as a refund policy sign, complaint record form, and a complaints process checklist. Guidance is also provided on reducing the risk of complaints, including preventative measures and best practice as well as fair returns and complaints policies.
Phone: 0800 424 946
Email: info@business.govt.nz
Web links:
