Contact us | Consumer Protection

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<div class="col-xs-12"> <a class="header__logo" href="https://www.consumerprotection.govt.nz" title="Consumer Protection"> <i class="icon-cp-logo hidden-print"></i> <img class="visible-print-block" src="/_resources/themes/app/dist/images/cp-logo-bw.png?m=1731270276" alt="Consumer Protection" /> </a> <a class="visible-xs visible-sm xs-text-center header__hamburger hidden-print" href="/contact-us#" aria-label="Open main menu"> <i class="icon-hamburger"></i> </a> <div class="header__search hidden-print"> <form id="site-search-form--compact" action="search/SearchForm" method="GET" enctype="application/x-www-form-urlencoded" role="search" class="form form--compact-search"> <fieldset> <legend class="sr-only">Search</legend> <label for="CompactSearchForm_SearchForm_Search" class="hidden">Search</label> <div class="form__field form__field--text"> <input id="CompactSearchForm_SearchForm_Search" type="text" name="Search" value="" title="Enter search terms" /> </div> </fieldset> <button 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class="page-header__title">Contact us</h1> </div> </div> </div> </div> <div class="container layout" id="layout"> <div class="row page-content"> <div class="col-sm-12 col-md-9 col-md-push-3"> <div class="typography spacing-top spacing-bottom spacing-left"> <p class="intro">Common consumer issues and where to get help.</p> <div class="jump-links-container" style="display:none;"> <h4>On this page </h4> <div class="jump-links"></div> </div> <div class="element dnadesign__elemental__models__elementcontent" id="e1619"> <div class="ElementContent BaseElement DataObject content-element__content defaultcontentblock colour-white"> <h2 class="content-element__title">My rights if something goes wrong</h2> </div> </div> <div class="row resolve-it-block"> <div class="col-xs-12 col-sm-2 col-sm-push-0 col-md-3"> <img class="resolve-it-block-image" src="/assets/uploads/images/rights-finder-icon.jpg" alt="rights finder icon"> </div> <div class="col-xs-12 col-sm-10 col-md-9"> <div class='resolve-it-block-content'><h3><a href="/general-help/consumer-rights-finder">Check your rights</a></h3> <p><span>Use our consumer rights finders for products, services, after buying a car, and flights. <a href="/general-help/consumer-rights-finder">Check your rights</a></span></p></div> </div> </div> <div class="element dnadesign__elemental__models__elementcontent" id="e848"> <div class="ElementContent BaseElement DataObject content-element__content defaultcontentblock colour-white"> <h2>Common consumer issues</h2> <h3>Pages you might find helpful</h3> <p><a href="/general-help/common-consumer-issues/refund-replacement-repair">Refund, replacement, repair</a> — your rights and what to do if a product or service breaks or isn't fit for purpose.</p> <p><a href="/help-product-service/cars/solving-issues-car-dealer">Solving issues with your car dealer</a> — your rights and what to do if you bought a vehicle from a car dealer and there’s a problem.</p> <p><a href="/general-help/common-consumer-issues/faulty-and-unsafe-products">Faulty products</a> — what to do when something doesn’t work, breaks easily, or doesn’t do what you expected it to.</p> <h3>Making a complaint</h3> <p>You have the right to complain if something you’ve bought in New Zealand does not work, a service has not achieved the result that was agreed, something has not been delivered on time, or you've been misled by an advert.</p> <p><a href="/general-help/how-to-complain">How to complain</a> — here are the steps to take if you have an issue and want to make a complaint.</p> <p>How well do you know your rights? Take this fun quiz.</p> <p><div class="quiz-container"> <span id="Iframepage-loading" style="display: none;"> Loading content... </span> <div class="nonvisual-indicator" style="position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0;"> Please note the following section of content is possibly being delivered from an external source (IFRAME in HTML terms), and may present unusual experiences for screen readers. </div> <iframe src="/_resources/quizzes/cp-quiz-202307/app/index.html" allowfullscreen="" scrolling="no"> </iframe> </div> </p> <hr> <h2>Find help in your community</h2> <p><div class="content-alert content-alert__custom" style="background-color:#E7EEED; border-left-color:#006071; color:#555"> <span class="content-alert__icon" style="background-image:url(/_resources/themes/app/dist/icons/content-alert--tip.svg)"> </span> <div class="content-alert__heading" style="color:#006071"> In person services </div> <div class="content-alert__content">At present some face-to-face services are restricted. You can still get in touch by phone.</div> </div> </p> <p>Organisations that you can get support at any point from can be found through community service providers listed below:</p> <h3>Citizens Advice Bureau (CAB)</h3> <p>A free, independent service, run by volunteers. CAB can advise you on your consumer rights and obligations, in person, by phone, or online.</p> <p><a class="external" rel="external" href="https://www.cab.org.nz/find-a-cab/">Find a CAB<span class="nonvisual-indicator">(external link)</span> </a> — Citizens Advice Bureau</p> <h3>Community Law Centres</h3> <p>Offers free one-on-one legal advice to people with limited finances. The organisation has 24 community law centres throughout the country. You can find legal information and other resources on its website.</p> <p><a class="external" rel="external" href="https://communitylaw.org.nz/our-law-centres/">Our law centres<span class="nonvisual-indicator">(external link)</span> </a> — Community Law Centres</p> <h3>MoneyTalks</h3> <p>This helpline gives free budgeting advice to individuals, family and whānau. Financial mentors can help you understand your financial situation, organise your debt and plan. They can also put you in touch with a local budgeting service and help you with issues you're having with lenders. Contact them on 0800 345 123. Or by live chat, email, or text if you prefer.</p> <p><a class="external" rel="external" href="https://www.moneytalks.co.nz/">Contact information<span class="nonvisual-indicator">(external link)</span> </a> — MoneyTalks</p> <hr> <h2>Get help from Consumer Protection</h2> <p>If you have any consumer rights questions or enquiries, contact us on the Consumer Protection helpline. Note that we don't manage complaints and we have no investigation or enforcement powers.</p> <p><strong>Freephone:</strong> 0508 426 678 (0508 4 CONSUMER)</p> <p><strong>From overseas:</strong> +64 4 474 2750</p> <p><strong>Hours:</strong> 8:30am to 5:00pm, NZT, Monday–Friday.</p> <p><strong>Email: </strong><a href="mailto:cpinfo@mbie.govt.nz?subject=https%3A%2F%2Fwww.consumerprotection.govt.nz%2Fcontact-us%2F">cpinfo@mbie.govt.nz</a></p> <hr> <h2>MBIE</h2> <p>Contact our national office:</p> <p><strong>Phone:</strong> 04 901 1499</p> <h3>Postal address</h3> <p>Consumer Protection<br>Ministry of Business, Innovation and Employment<br>PO Box 1473<br>Wellington 6140<br>New Zealand</p> <h3>Physical address</h3> <p>Ministry of Business, Innovation and Employment<br>15 Stout Street<br>Wellington 6011<br>New Zealand</p> <h3>Media enquiries</h3> <p>Contact our Communications Group:<br><br><strong>Email:</strong> <a href="mailto:media@mbie.govt.nz">media@mbie.govt.nz</a></p> <p>News and updates include media releases related to Consumer Protection.</p> <p>You can read all Ministry of Business, Innovation and Employment (MBIE) <a class="external" rel="external" href="https://www.mbie.govt.nz/about/news/">news and releases<span class="nonvisual-indicator">(external link)</span> </a> in the news and updates section of the MBIE Corporate website.</p> <h3>Discussion documents</h3> <p>You can <a class="external" rel="external" href="https://www.mbie.govt.nz/have-your-say/">have your say<span class="nonvisual-indicator">(external link)</span> </a> on discussion documents currently available for public consultation on the MBIE Corporate website.</p> <h3>If you speak a different language</h3> <p>You can use the free telephone interpreting service.</p> <ol> <li>Call us after 9.00am</li> <li>Ask for an interpreter</li> <li>Tell us what language you speak</li> <li>An interpreter will join you shortly</li> </ol> <h3>If you are deaf or hearing impaired</h3> <p>We can use the Video Relay Service to provide information after 9:00am. Visit the NZ Relay website to see how it works.</p> <p><a class="external" rel="external" href="https://www.nzrelay.co.nz/">New Zealand Relay<span class="nonvisual-indicator">(external link)</span> </a></p> </div> </div> </div> </div> <div class="js--sticky-base--sidebar"></div> <aside class="aside--sticky js--sticky-content--sidebar col-sm-12 col-md-3 col-md-pull-9 spacing-top spacing-bottom hidden-print"> <nav id="pageNav" role="navigation" class="sidebar-nav"> <ul class="nav nav--primary"> <li class="current"> <h6 class="sidebar-nav__heading"> <a href="/contact-us" class="sidebar-nav__link" title="Go to the Contact us page">Contact us</a> </h6> </li> </ul> </nav> <a href="https://facebook.com/FraudInfo" class="button button--follow-scam-alerts" title="" target="_blank"> <span>Follow Scam Alerts on Facebook</span> </a> </aside> </div> <div class="js--sticky-end"></div> </div> <div class="footer-search hidden-print"> <div class="container"> <div class="row"> <div class="col-xs-12 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