Consumer protection
Questions about goods, services, refunds and consumer redress. The first step is to understand the facts, the relevant documents and the stage your matter has reached.
Matters within this area
- Defective goods and services
- Refund and warranty disputes
- Consumer complaint preparation
What to bring
Bring the complete papers, including attachments and previous responses. Useful starting documents can include the following.
- Invoices and payment records
- Warranty and service correspondence
- A clear record of the problem and response
Questions before we speak
How do I arrange a conversation?
Call or email the office with your preferred time and a brief description of the subject. Arrange the discussion before sending sensitive documents.
Can you assess the likely result from a short message?
A meaningful assessment depends on the facts, complete documents, applicable law and procedural stage. A short message is a starting point for arranging that review.
Guides for this area
Browse all 20 guidesIs a purchase covered by consumer law?
The transaction must fall within the Consumer Protection Act's definition of consumer. A purchase described as business-related needs particular attention to the…
DocumentsConsumer complaint — preparing the core documents
Build the file around what was promised, what was supplied and the remedy sought. A dated transaction record is more useful than an unsupported compensation figure.
DocumentsWhich Consumer Commission can hear a complaint?
For ordinary pecuniary allocation under the 2021 rules, use the value paid as consideration, rather than simply adding the compensation demanded.
DocumentsTerritorial jurisdiction in a consumer complaint
Identify the statutory connection with the proposed place of filing. A convenient location or a seller's national website alone does not settle every jurisdiction…
DocumentsConsumer limitation — why correspondence needs a date record
Keep the cause-of-action dates and complaint history separately. Repeated emails to the seller should not be assumed to restart or suspend the filing period.
DocumentsDefective goods and warranty claims
Preserve the defect evidence and warranty terms before arranging repairs or disposal. A warranty claim and a statutory consumer remedy need not be identical.