When something goes wrong it can be hard to know how to deal with it. Use these helpful tips on building your case, writing a formal letter and discussing the issue with the business to ensure you get a fair outcome.
Gather details and evidence of the issue
Write down in detail what the problem is with the product or service. Note any evidence of your complaint before you contact the business
Include details like:
• a description of the item or service
• date of purchase
• date the problem occurred
• what action you've taken so far
• any official conversations you've had
• any reference numbers.
Gather any documents that relate to your complaint and can help you to provide evidence of your complaint. Take them with you or include copies when you approach the business.
This can include:
• proof of payment such as sales dockets, receipts, invoices and/or bank statements
• contracts — including hire purchase or layby agreements and credit contracts
• guarantees or warranties provided
• bank statements if the dispute is over a payment or account
• emails relating to the problem or what you were promised
• opinions and reviews from independent experts
• photographs of damage or original packaging
• copies of promotional material.
Gather evidence to support your claim
Contact the business
As soon as you've got all your evidence together and know what outcome you want, contact the seller to discuss the issue by phone or in person.
The business may be able to remedy the problem quickly.
You can raise an issue face-to-face, over the phone or in writing. Before you do, make sure you're prepared. If you need more help, free advice is available from the Citizens Advice Bureau.
Find a CAB(external link) — Citizens Advice Bureau
How to discuss the problem
• Ask to speak with the person who can resolve the issue. For example, a store manager, business owner or supervisor.
• Focus on the problem with the product or service, stick to the facts and keep emotions out of the discussion.
• Explain the problem in detail.
• Let them know of evidence you may have about the problem.
• Refer to the relevant consumer law.
• Tell them what outcome you want based on your consumer rights.
Help for people who are hearing impaired
People who are deaf, hard of hearing, speech-impaired or deafblind can connect with businesses by using the free New Zealand Relay Service.
A relay assistant can help arrange communication with others over the phone. The New Zealand Relay Service can also be useful if you choose to take your complaint to the Disputes Tribunal.
New Zealand Relay Service(external link)
Tell the service provider or retailer about an issue as soon as you find it.
Write a formal complaint
If you have not been able to resolve the complaint by phone or in person, you can make a formal complaint in writing. Aim to keep your letter or email under one page long.
It should:
• include details such as a description of the item or service, it’s intended use, purchase date and seller details
• give a detailed description of the problem and when it occurred
• be as factual as possible — abusive or emotive language won’t help
• explain what you want done to fix the problem
• include when you want a reply — be reasonable
• include your contact details
• include copies of your receipts, sales contract, or other proof of purchase — don't send originals.
Before you start, check out these examples of complaint letters.
Faulty products complaint letter example [DOCX, 21 KB]
Faulty services complaint letter example [DOCX, 23 KB]
Use these templates to write a formal complaint letter.
General complaint letter template [DOCX, 14 KB]
Faulty products complaint letter template [DOCX, 23 KB]
Faulty services complaint letter template [DOCX, 22 KB]
Flights complaint letter template [DOCX, 22 KB]
What to expect from the business
Businesses have rights under the CGA too. It pays to understand their point of view so you can work through the issues with them.
The business has a right to check if you’ve used their product correctly, how long you’ve had it or what you were told about the product or service when you purchased it.
The business may ask for time to consider how they will respond but they must address your claim in a reasonable time.
Ask for contact details of the person who is managing your complaint and make sure you get a timeframe for when and how they will respond so that you can follow up.
If you’re unhappy with the way the conversation is going, ask to speak with someone else. It’s okay to walk away and come back later, or to follow up in writing. Ask for time to consider their response it if you need to.
If the business refuses to fix the problem, takes longer than is reasonable to fix it, or doesn’t fix it at all, it then becomes a serious problem and your rights to a remedy change.
If you’re unhappy with the remedy the business offers, you can check your rights and what remedies are available.
Know your rights to a refund, replacement or repair
You must return the product
If the product is faulty, it is generally the buyer’s responsibility to return it. You may also need to pay postage or courier fees.
These costs are refundable, unless it turns out that the consumer guarantees have not been breached (for example, you caused the damage yourself).
If returning the item is particularly difficult or expensive, the seller must collect it from you at their expense.
Inspection fees can be charged
Where the product or service is faulty, the seller may ask you to pay an inspection fee, but they should notify you about these fees ahead of time. If inspection shows the product or service has a genuine fault, the seller should cover this cost.
If the inspection shows you caused the fault, you may need to pay the fee.
Getting a final decision
You don’t have to accept ‘no’ or an unfair solution for an answer. If you can't resolve your issue directly with the business, there are other steps you can take to get a final decision through the Disputes Tribunal or an alternative resolution service.
Get a final decision on a complaint
If you aren’t sure you’re getting a fair deal, learn more about your rights and remedies when things go wrong.