Have you bought something that doesn’t work? Didn’t achieve the result of an agreed service? Received a late delivery of an item bought online? You always have the right to complain.
Under the CGA, all New Zealand businesses and people in trade have to meet their responsibilities. The CGA protects consumers by allowing them to seek repairs, replacements or refunds of faulty goods, and setting minimum guarantees for all products and services.
The FTA promotes fair competition, ensures consumers get accurate information on products and services before purchasing, and promotes product safety.
A business or trader must provide reliable information on price, quality, features, deliverables, or discounts. Misleading a consumer about their legal or contractual rights is an offence.
It also applies to all dealings with consumers and any advertisement in all forms — online, print, TV, or social media.
There are steps you can take if you have any issues with an NZ product or service.
For a quick and easy resolution to your issue, prepare to complain:
- Verify the issue — Make sure you have a valid reason to complain. File a complaint if you bought something that doesn’t work, a service didn’t achieve the promised result, there’s a late delivery, or you’ve been misled by an ad or a salesperson.
- Determine the outcome you want — it can be a refund, repairs or improvements, or a replacement.
- Gather evidence — Support your case with receipts, hire purchase or layby agreements, or bank statements.
- Contact the retailer or service provider — contact the seller to discuss the issue.
- Work together to resolve the issue.
Take your complaint further if you can’t arrive at a solution with your seller. Mediation, district court, or disputes are some of your options.
Overseas customers who buy anything in New Zealand are also protected by the countries’ consumer laws.What To Do If You Get Ripped Off Click To Tweet
The Disputes Tribunal can take claims of up to $15,000, or $20,000 (if both parties agree), on faulty goods if the seller has refused to refund, fix, or replace them. Or complain to the Commerce Commission.
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