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Consumer Advice Line


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Got a consumer issue?

The Consumer Advice Line is available to help members with any consumer-related issues. The hours are 8.30am-4.30pm, Monday to Friday.

Our expert advisers can explain your rights and help you resolve problems with a retailer or service provider. If you don’t have any rights under consumer law, we’ll explain why.

Please note: The Consumer Advice Line is not available for Digital Pass holders or Business members. You need to be a member to access our advice line. Upgrade here.

Phone: 0800 266 786
Email: info@consumer.org.nz
Hours: 8.30am-4.30pm, Monday to Friday

How we can help

We can provide advice on things like returns, repairs, replacements, refunds and warranties in relation to whiteware, electronics, heating, carpet, cars, hearing aids and much more.

Here are some examples of ways we have helped our members:

Lay-by fees breach sales rules
Consumer member Steve Strawbridge started a lay-by with Bike Barn and later discovered a $30 service fee had been added to the price of his new bike. When he queried the charge, Steve says the store manager told him it was set by head office and the store couldn’t do anything about it. Our consumer adviser Maggie Edwards told Steve retailers shouldn’t be loading fees on to lay-bys. Armed with this advice, Steve contacted Bike Barn’s head office and was refunded his $30.

Door-to-door sales tactics alarming
A sales rep from home alarm systems company Vivint knocked on the door of 82-year-old Peter and talked him into having a system installed. Peter’s contract with Vivint required him to pay an activation fee plus $57.49 a month for 42 months, a cost of more than $2500. In hindsight, Peter said he didn’t really need Vivint’s service and felt annoyed and disappointed at the way he’d been treated so he contacted us for advice. Our consumer advisers told him he had the right under the Fair Trading Act to cancel the agreement. Peter promptly cancelled his agreement with Vivint and his money was refunded.

Daily deal site forgets consumer law
Julie contacted us because the charger for a tablet computer she’d bought off 1-day.co.nz 13 months earlier had started smoking. A customer service rep for the daily deal website had told Julie the 12-month warranty had expired and suggested she take it to a local repairer. Consumer adviser Maggie recommended Julie write to 1-Day pointing out it responsibilities under the Consumer Guarantees Act. 1-Day’s response to Julie this time was very different. The company apologised for the problems she had experienced and took back the tablet for assessment. Julie was later provided with a full refund.

Some common questions

Under the Consumer Guarantees Act, service providers must make certain guarantees. To find out if your consumer rights have been breached, read more about the CGA.

The Telecommunication Dispute Resolution provides a free service for resolving complaints about telecommunications companies. It’s also possible to take your dispute to a Disputes Tribunal.

We suggest looking into your rights when buying goods from an online auction. If you end up with goods that fall well short of what was advertised, try to sort things out with the seller first. If that fails, your next step is usually the Disputes Tribunal.

All financial services providers must belong to a financial dispute-resolution scheme. They’re also required to have their own internal complaints process. Read more about financial-services complaints procedures.

Please see our advice on buying or using gift cards.

You can read about damaged or late goods here. You can also lodge a dispute with a Disputes Tribunal.

There are a number of laws that may assist you in neighbourhood disputes. If you can’t reach an agreement with your neighbours, your best option may be to take your dispute to a Disputes Tribunal.

Unfortunately we can’t help you with a business problem if you are also a business. Try contacting a Disputes Tribunal.

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Need our help?

Our Consumer Advice Line is available to assist paying members with any consumer-related issue and non-paying members with issues regarding a Consumer Trusted business.

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