Our accreditation programme helps Kiwis recognise businesses that put the consumer first.
The Consumer Trusted accreditation programme helps New Zealanders recognise businesses that provide an exceptional customer experience. Here's how it works.
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.
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:
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.
Businesses complete an Expression of Interest (38.1 KB), which allows Consumer NZ to carry out initial due diligence. This includes checking for:
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.
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.
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.
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.
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.
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.
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.
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.
Members can also share feedback on any of our Trusted businesses.
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).
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.
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.