General
Getting Consumer Trusted for your business
Learn about the benefits and requirements of getting Consumer Trusted accreditation.
Consumer Trusted accreditation helps Kiwis recognise your business as being committed to delivering the best customer experience.
Accreditation programme
The Consumer Trusted accreditation programme recognises businesses committed to delivering exceptional and fair customer experiences.
It is an initiative designed to advance the interests of New Zealand consumers.
Our product testing, surveys, investigations and lobbying already advance consumer protection for all New Zealanders. By accrediting businesses that put the consumer first we are providing consumers with confidence and leading the way in raising the standards of retail and service providers.
If you'd like to find out more about becoming a Consumer Trusted business, please contact Elisa Lamb, Consumer Trusted Programme Manager - elisa@consumer.org.nz.
How does the programme work?
Consumer Trusted businesses comply with the Consumer NZ Code of Conduct (PDF, 686 KB). The Code is based on principles:
- exceptional customer service
- fair returns and refund policies
- fair handling of customer complaints and a dispute resolution process
- fair contracts
- clear pricing
- integrity of privacy and data policy
- accurate advertising, and
- access to a consumer-friendly website.
The programme Rules (PDF, 592 KB) govern how the Code is assessed and compliance monitored. For example:
- If you change your mind about a product purchased from a Consumer Trusted business, you’re eligible for a full refund for non-perishable goods returned in as new condition within 30 days.
- Purchases over $100 are price guaranteed. If the product goes on sale within a week, you are entitled to a refund of the difference.
- Our Consumer NZ advisory service is available to provide advice about issues or complaints with any Consumer Trusted business.
How do I recognise Consumer Trusted businesses?
Accredited businesses are able to use the Consumer Trusted brandmark in any of their marketing and promotion activity and on their website. Consumer Trusted businesses are listed here.
All applications of the brandmark are approved by Consumer NZ prior to use and meet our brand usage guidelines.
Download a copy of:
- The Consumer Trusted Code of Conduct (PDF, 686 KB)
- The Consumer Trusted Rules (PDF, 592 KB)
- The Expression of Interest form (38.1 KB)
FAQs for businesses
Does the Consumer Trusted programme cover B2B businesses?
Consumer NZ’s purpose is to advance the interests of consumers. Consumer Trusted is designed for the Business to Consumer component of a business.
My business is interested in becoming Consumer Trusted. What is required?
In the first instance you can review the following information:
- The Consumer Trusted Code of Conduct (686 KB)
- The Consumer Trusted Rules (592 KB)
For further information, please contact Phil Murdoch, Business Programme Manager - phil.murdoch@consumer.org.nz.
Who conducts the assessments?
The Consumer Trusted Programme Manager either conducts or manages the assessment process.
Can my business use the brandmark across multiple branches and subsidiaries?
The Consumer Trusted accreditation programme extends across the customer facing brand of a business. Consumer Trusted status is not transferable to other (differently) branded companies within the same holding company. A separate application, assessment process and licence is required per consumer-facing brand. Where head office services, functions and processes are shared there may be some efficiencies in the assessment processes which will be reflected in assessment costs.
Do I need to check with Consumer NZ before I use the Consumer Trusted brandmark in my advertising and marketing material?
All use of the brandmark must be approved by Consumer NZ prior to use.
Can I submit my product to be tested?
We select products for testing based on market research and we buy products from stores just like consumers do. We do not accept free or discounted products from businesses or manufacturers for testing.
We like to keep up to date with what is happening in the marketplace so if you have a new product or service that you think we might be interested in, please email info@consumer.org.nz and your email will be forwarded to our Research and Testing team.
If you wish to discuss the Consumer Trusted programme further please contact Phil Murdoch, Business Programme Manager - phil.murdoch@consumer.org.nz.
This field should be left blank