Consumer rights and advice
Got a problem with a product or service? Here's the place to start.
We know your rights
Got a problem with a faulty product, received shoddy service or been misled by a retailer? Our expert advisers can provide clear, practical advice that you can trust.
Making a claim
Email templates about services
Use these examples to help you write a complaint letter or email about services.
Email templates about goods
If a product you buy is faulty or not of acceptable quality, you don’t have to put up with it.
Email templates about cars
If your car develops a defect, use these as a guide to put your complaint in writing.
Email templates about insurance
Use these as a guide for writing to an insurance company if it rejects or disputes your claim, or if you wish to reject its offer.
Email templates about banking
Our templates set out how to write to your bank about disputed credit card purchases, ATM withdrawals or stolen cheques, and how to approach the Banking Ombudsman if you need help resolving a dispute.
Email templates about unfair contracts
Use these as a guide to complain about unfair contracts.
Popular advice
Fencing law
What are your rights and obligations when fencing your boundary?
Trees and neighbours
We explain your rights and responsibilities regarding trees.
Noise control
What are your options if you have noisy neighbours?
Gym contracts
Joining a gym? We’ve gathered fees for seven gyms and explain some of the potential fishhooks in their contracts.
Privacy law
We explain the basic principles of the Privacy Act.
Contract law
Your legal rights and obligations when you’ve entered a contract.
Power of attorney
We explain what you need to know about power of attorney.
Young people and the law
What does the law say about what kids can do at what age?
Towaway rights
What are your rights if your car is towed?
Door-to-door sales: Your rights
Your rights when purchasing from a door-to-door sales rep and what you can do to stop them knocking in the first place.
Credit card chargebacks: what you need to know
The secret to getting your cash back when purchases go wrong.
Making a complaint
Our guidelines to making an effective complaint.
Your wins
One of the things we’re most proud of is when we can help our members get a fair deal. Here are some of the recent times we've helped people deal with their consumer issues.