The Commerce Commission wants consumers to be confident in the accuracy of information they receive when making choices.
Buying goods
How do I know whether toys I buy are safe?
Is the price really the price?
Is my souvenir made in New Zealand?
I bought something that doesn't work.
Accommodation
Transport
What do I need to look out for when I book a flight?
What can I bring and take away?
I have been charged for damage to my rental car I didn't cause.
I want to travel in an environmentally friendly way.
Eating out
Is the food really that healthy?
How do I know how much I really pay?
Where can I complain?
Buying goods
Your consumer rights when buying in a shop, at home or at an auction and your rights about how you pay. Plus advice for before you buy and what to do when you've got a problem.
How do I know whether toys I buy are safe?
New Zealand has a product safety standard for children's toys.
How do I pay?
Information on pricing of goods and services, shopping on layby and using gift vouchers.
Is the price really the price?
Yes, there is legislation.
Prices displayed must include or be clear about the 15 per cent Goods and Services Tax, and any surcharges must be declared before you buy. This includes credit card surcharges, which traders may add to your bill.
Is my souvenir made in New Zealand?
We don't require all products to be labelled with a place of origin. Where a product is labelled, any claims made about its origin must not be misleading or deceptive.
There are special regulations for clothing and footwear.
I bought something that doesn't work.
Accommodation
Accomodation must be what has been presented to you when you booked it. If there is a significant difference between the advertising and reality, you may be able to make a complaint to the Commerce Commission.
After check-out.
If you haven't broken or stolen anything from your accommodation, you should not be charged anything above the price that you have been told at the time of booking and the cost of any other purchases made during your stay.
Booking accommodation online.
If you are booking accommodation online through an accommodation provider's website or through an independent accommodation booking website, you should be able to rely on the pricing and availability details being accurate and up to date. An accommodation provider could be breaking the law if, having had your booking initially confirmed at a set price online, you were then told the price quoted was not current.
Transport
What do I need to look out for when I book a flight?
Make sure there are no hidden costs. Establish that you know all costs up-front before booking, for example, fees for checked baggage or excess weight.
What can I bring and take away?
For all enquiries about importing and exporting regulations contact New Zealand Customs.
I have been charged for damage to my rental car I didn't cause.
This could be a breach of our legislation. Complain to the rental company first and, if you can't resolve the problem, make a complaint to the Commerce Commission. The Commission has taken action against car rental companies before. Make sure you inspect the car, if possible with a representative of the rental company, on pick-up and drop-off.
I want to take a taxi.
Taxi companies must disclose all fees before taking you to your destination. The companies usually do this through notices displayed in the car. Ask the taxi driver for an estimate before you go on a trip.
I want to travel in an environmentally friendly way.
Good idea. The Ministry for the Environment has some ideas for sustainable transport.
Consumers are entitled to rely on any environmental claims made about a product or service and to expect these claims to be true.
If you happen to buy a new bicycle, make sure it's safe.
I want to book a tour.
Establish where the tour provider takes you and what you will get before you commit to a tour.
Eating out
Is the food safe?
Foodstandards New Zealand has more information.
Is the food really that healthy?
Claims made about the health or nutritional benefits of a product must not mislead consumers and should be able to be substantiated.
How do I know how much I really pay?
Prices displayed must include the 15 per cent Goods and Services Tax, and any surcharges must be declared beforehand, for example on the menu. This includes credit card surcharges, which traders may add to your bill.
There should be no tips on the bill, however feel free to tip anyway. Some restaurants allow you to bring your own wine (BYO) but you will probably be charged a corkage fee. This fee should be displayed in the menu.
Where can I complain?
Take your complaint to the business first and try to resolve it with them directly if possible.
Complain to the Commerce Commission, if you feel you have been misled with wrong information about goods and services.
Information prepared for the 2011 Rugby World Cup is in the Fair Trading Archive.
