Consumer Protection quarterly reports

About the series

The reports provide a snapshot of the potential issues that New Zealand consumers face.

They are one of the sources we use to help us understand the issues of greatest concern and identify opportunities to address them.

The reports are based on analysis of information collated through our Consumer Protection helpline and the Citizen’s Advice Bureau.

Summary of the Q3 report — January – March 2022/23

Key insights from this quarter

Enquiry volumes

9,323 consumer enquiries were received, an increase of 13% compared to the previous quarter at 8,215.

Top enquiry sectors/areas

• Personal products
• Motor vehicle repair
• Motor vehicle sales
• Electronics goods and mobile phones
• Commercial goods and services

Notable changes

• Total enquiries to the MBIE service centre increased by 33% this quarter in comparison to same time last financial year (Increased by 2%)
• In this last quarter, we saw higher volume of enquiries and higher percentages increases across some sectors.
• ‘Commercial goods and services' and ‘Motor vehicle sales’ had the highest decrease this quarter.

The issues

• Enquiries most frequently relate to potential breaches of the Consumer Guarantees Act (CGA)
• Faulty, damaged, doesn’t work as expected is the most common issues with all previous quarters indicating that it is an ongoing issue with goods and services consumers are purchasing in New Zealand.
• Potential FTA breaches were most likely to be noted in enquiries related to ‘Insurance’, ‘Banking credit, or finance’, and ‘Internet landline phone services’
• ‘Poor quality or poor workmanship’ was most likely to be noted in enquiries related to ‘Construction or trade services,’ ‘Health services’ and ‘Utility services’

Purchase method

• Most enquiries to the MBIE service centre (67%) relate to purchases made through direct sales (either in person or over the phone)
• Online purchases made up 24% of enquiries, lower than last quarter (26%).
• Online was more frequently noted as a purchase method for ‘Accommodation or travel services’, ‘Entertainment,’ and ‘Postal, Courier and Freight Services’ issues consistent with last quarter.
• The proportion of motor vehicle sales issues noted as being a private sale is 12% like the last 2 quarters.

Summary of the Q1 report — July – September 2022/23

Key insights from this quarter

Enquiry volumes

8,778 consumer enquiries were received, an increase of 9% compared to the previous quarter.

Top enquiry sectors/areas

• Motor vehicles sales

• Electronic goods and mobile phones

• Personal products

• Commercial goods and services

• Construction or trade services

• Non-electrical household goods

• Motor vehicle repairs

Notable changes

• Total enquiries to the MBIE service centre decreased by 15% this quarter in comparison to same time last financial year (decreased by 40%).

• Although lower in volume of enquiries 'Accommodation or travel services', 'Food and drink', and 'Postal, courier, and freight services' experienced large percentage increases this quarter.

• 'Entertainment' is the second top enquiry but had a decrease in enquiry (down 21%).

The issues

• Enquiries most frequently relate to potential breaches of the Consumer Guarantees Act (CGA).

• Faulty, damaged, doesn’t work as expected is the most common issue, noted in 52% of enquiries received by the MBIE service centre.

• Potential Fair-Trading Act (FTA) breaches were most likely to be noted in enquiries related to 'Mobile telecommunication services', 'Real estate and property management', 'Health products', 'Internet/landline phone services', and 'Utility services'.

• 'Poor quality or poor workmanship' was most likely to be noted in enquiries related to 'Motor vehicle repairs', 'Construction or trade services' and 'Legal/accounting/other professional services'.

Purchase method

• Most enquiries to the MBIE service centre (69%) relate to purchases made through direct sales (either in person or over the phone).

• Online purchases made up 22% of enquiries, higher than the last quarter in the last financial year (14%).

• Online was more frequently noted as a purchase method for 'Accommodation or travel services', 'Postal courier and freight services' and 'Personal products' issues.

• The proportion of motor vehicle sales issues noted as being a private sale is 12%.

Summary of the Q2 report — October – December 2022/23

Key insights from this quarter

Enquiry volumes

8,215 consumer enquiries were received, a decrease of 6% compared to the previous quarter.

Top enquiry sectors/areas

• Motor Vehicle Sales
• Commercial Goods and Services
• Personal Products
• Electronics Goods and Mobile Phones
• Construction or Trade Services

Notable changes

• Total enquiries to the MBIE service centre decreased by 11% this quarter in comparison to same time last financial year (decreased by 9%)
• In the last quarter, we saw lower volume of enquiries, but higher percentages increase, this is like the current quarter. ‘Accommodation or Travel Services’, ‘Food and Drink’, ‘Postal, Courier, and freight Services, and ‘Real estate and Property Management experienced large percentage increases.
• ‘Electronics Goods and Mobile Phones had the largest decrease in volume of enquiries (down 41) this quarter.

The issues

• Enquiries most frequently relate to potential breaches of the Consumer Guarantees Act (CGA)
• Faulty, damaged, doesn’t work as expected is the most common issue, noted in 48% of enquiries received by the MBIE service centre
• Potential FTA breaches were most likely to be noted in enquiries related to ‘Banking, Credit or Finance’, ‘Insurance’, ‘Utility’, and ‘Food and Drink’.
• ‘Poor quality or poor workmanship’ was most likely to be noted in enquiries related to ‘Construction or trade services,’ ‘Motor Vehicle Repairs,’ and ‘Legal/Accounting/Other Professional Services’

Purchase method

• Most enquiries to the MBIE service centre (65%) relate to purchases made through direct sales (either in person or over the phone)
• Online purchases made up 26% of enquiries, higher than last quarter (22%).
• Online was more frequently noted as a purchase method for ‘Accommodation or travel services’, ‘Entertainment,’ and ‘Postal, Courier and Freight Services’ issues
• The proportion of motor vehicle sales issues noted as being a private sale is 12% like the last quarter

All reports