The Consumer Trusted accreditation programme helps New Zealanders recognise businesses that provide an exceptional customer experience. Here's how it works.
What is Consumer Trusted?
Consumer Trusted accreditation is awarded to businesses and products that meet our strict Code of Conduct. The Code has nine key principles designed to ensure high standards of customer service and confidence.
If you buy from a Consumer Trusted business you’re dealing with a market leader that puts the consumer first.
Our advisory service deals with about 4000 complaints and inquiries each year – and that’s just the tip of consumer dissatisfaction. Our accreditation programme aims to assist business to meet their obligations under the law, lead the way in raising standards and inspire businesses to up their game by recognising those delivering exceptional service.
Any Kiwi retail or service business can apply for Consumer Trusted accreditation.
Code of Conduct
At the heart of the accreditation programme are the nine key principles of the Consumer Code of Conduct (PDF, 685KB). The nine key principles are:
Customer service – Exceptional customer service
Returns, refunds and complaints – Putting it right
Online presence – Up-to-date and informative
Contracts – Fair, robust and easy to understand
Pricing and payment – Clear pricing and responsible payment options
Privacy and personal data – Safe and secure
Advertising and promotion – Accurate
Industry standards – Met or exceeded
Over and above the law – Individual business commitment
Businesses are assessed against all the standards under each principle. When all standards are met a business is awarded accreditation. The Programme Rules (PDF, 592KB) govern how the Code is assessed and compliance is monitored.
The accreditation process
Businesses complete an Expression of Interest (38.1 KB), which allows Consumer NZ to carry out initial due diligence. This includes checking for:
compliance advice, warnings or successful prosecutions by the Commerce Commission
any Disputes Tribunal information about its handling of disputes
any feedback from consumers received by our consumer advisory service
customer service ratings in any of our customer-satisfaction surveys.
If the Expression of Interest is accepted the business is assessed against all the standards under each principle of our Code of Conduct. When all standards are met a business is awarded accreditation for a period of 12 months.
Compliance is monitored on an ongoing basis. During the accreditation period businesses are mystery shopped and we take into account any feedback about the business through our advisory service.
Carpet Mill is a well-established Kiwi carpet manufacturer. It runs a mobile showroom service nationwide, offering Kiwis access to an extensive collection of carpets and underlay. Carpet Mill’s synthetic fibre and wool carpet production is based in Hamilton. Their hi-tech factory includes a computer-driven, carpet-cutting machine. It devises how to cut carpet rolls into customers’ flooring requirements with the least waste. As the carpet leaves the factory already cut to size, there’s less on-site laying time required.
Flick offer fixed and wholesale plans and have achieved industry-leading customer satisfaction. They were also the first electricity retailer to give New Zealand households access to wholesale electricity prices, letting customers take control of their power bills by grabbing low spot market prices. Their unique, transparent model means customers can accurately track their electricity use. There are no fixed term contracts and no break fees. Flick have been awarded Consumer NZ’s People’s Choice in 2017, 2018 and 2020.
Lamb & Hayward is a Canterbury-owned funeral director and is the only carboNZero-certified funeral home in New Zealand. Lamb & Hayward will coordinate a service that fits any budget or requirement and will provide a written quote at the arrangement meeting. They also provide a Price Guarantee.
The first ColorShop was opened in Wellington in the 1970’s, and there are now over 65 across New Zealand. Resene ColorShop staff can help you with everything from choosing the right product and colour for your project, to tips and tricks to help you get a professional quality finish. Staff are trained using the Resene ‘Best System Selling’ programme which focuses on ensuring customers get the right products for their project.
Shoe Clinic specialises in the expert fitting assessment of sports footwear, school, and casual shoes. Its 19 stores nationwide use Footscan analysis and videos of customers running or walking on a treadmill to select the most suitable shoe. They also offer a 30-day Money Back Guarantee.
Skinny is a division of Spark New Zealand Trading Limited and uses Spark's 3G & 4G networks. Skinny has weekly and 28-day prepay mobile plans. They also offer prepay 4G wireless broadband and unlimited fixed connection broadband on a 12-month contract.
Skinny have been awarded Consumer NZ’s People’s Choice since 2016!
The Tile Depot is a 100% New Zealand-owned family business, which has grown over the past 22 years to become one of the largest importers of floor and wall tiles in New Zealand.
The Tile Depot’s trained staff can assist with selecting colours, designs and tiles that are suitable for purpose. They can also help with estimating quantities, finding a tiler, and delivery if required. The Tile Depot’s comprehensive range of installation materials and tools cater for professional installers and DIYers. Most stores also carry laminate, Neptune SPC flooring and bathroomware.
A Heartland Reverse Mortgage allows seniors over 60 who own their own home to access some of the equity they have built up, without having to sell it. The loan is then repaid when the homeowner sells their property, moves into long-term care, or passes away. When a Heartland Reverse Mortgage is approved, they guarantee you will be able to remain in your home for as long as you choose. The amount required to repay the loan will never exceed the net sale proceeds of the property and there is no requirement to make any loan repayment until the end of the loan, although you are free to do so at any time.
FAQs for consumers
How does the programme operate?
Any Kiwi retail or service business can apply for Consumer Trusted accreditation. Businesses are assessed against our Consumer Code of Conduct (PDF, 685KB). The Code has nine key principles designed to ensure high standards of customer service and confidence.
Programme Rules govern how the code is assessed and compliance monitored. Assessments are carried out annually and include on-going review by mystery shoppers and feedback received via the Consumer NZ advisory service.
Why was Consumer Trusted developed?
The Consumer Trusted accreditation programme was developed to help you choose retail and service providers you can trust. The programme also aims to assist business to meet their obligations under the law, lead the way in raising standards and inspire businesses to up their game by recognising those delivering exceptional service.
Do businesses pay a fee?
Businesses pay a fee to be assessed against the Consumer Trusted Code of Conduct. The fee includes pre-assessment, head office, site and communication centre assessment plus mystery shopping.
Should accreditation be awarded businesses pay a non-exclusive 12-month licence fee to use the Consumer Trusted brandmark in their marketing and promotion activity.
Assessment and Licence Fees are variable based on assessment requirements and business turnover. An indication of fees is as follows.
Large retail/service provider: approximately $50,000
Medium retail/service provider: approximately $35,000
Small retail/service provider: approximately $20,000
How does this affect Consumer NZ’s independence?
Our independence is what sets us apart from other organisations. We select products for testing based on market research. Consumer Trusted businesses have no involvement in our testing programme.
How will the income from the accreditation programme be used?
Revenue from the Consumer Trusted accreditation programme is used to cover the costs of the programme and increase the scope of our research, testing and advocacy work.
What measures has Consumer put in place to ensure robustness and credibility?
In the first instance a business must meet and comply with the Consumer NZ Code of Conduct (PDF, 685KB).
The programme Rules (PDF, 592KB) govern how the Code is assessed and compliance monitored. This includes annual head office, retail site and communication centre assessments, on-going review by mystery shoppers and feedback received through our advisory service.
What if things go wrong?
The accreditation programme is designed to guarantee you fair outcomes but occasionally things go wrong. Any customer of a Consumer Trusted business is able to use our advisory service for advice regarding an issue with the business or to make a complaint about the business. Call us on 0800 266 786 and we’ll help you resolve the issue.
Consumer NZ reserves the right to withdraw accreditation from a Consumer Trusted business where there is evidence of non-compliance with the Code of Conduct (686 KB). Processes for termination of accreditation are outlined in the programme Rules (PDF, 592KB).
Can any business apply for accreditation?
The accreditation application and assessment process begins with businesses submitting an Expression of Interest, ensuring Consumer NZ can complete due diligence on each application. This includes a review of any breaches of the Fair Trading Act, actions or warnings from the Commerce Commission, Disputes Tribunal hearings and our internal advisory service records. If an Expression of Interest is accepted businesses are required to complete a self-assessment against the Code of Conduct before any further assessment begins.
Why are staff policies and environmental impacts not addressed in the Code of Conduct?
At this time the Code of Conduct is focused on consumer law – the Consumer Guarantees Act and the Fair Trading Act. Human Resource policies and environmental standards are covered under other laws and regulations currently beyond the scope of this programme. However, as the programme grows we will be looking to add further features.
Our Consumer Trusted accreditation programme recognises businesses committed to delivering exceptional and fair customer experiences. If you’re a market leader that puts the consumer first or want to become one you can find out more here.
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