Guide: Consumer Guarantees Act


At Retail NZ, we understand the importance of customer service and wanting to keep your customers happy. We also understand that sometimes things go wrong with a product or service.

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The Consumer Guarantees Act can be tricky to navigate at times, but is ultimately a fundamental part of your business obligations.

Whether you sell products or services, you are required to comply with the Consumer Guarantees Act which may override any warranty offered by your supplier. The Act can be vague and left open to interpretation at times, which really means that most issues arising under the CGA should be dealt with on a case by case basis. Although this legislation is designed to protect consumers, you should be aware that you have rights as a business too. This guide will help you understand the Consumer Guarantees Act and give you some examples to help guide you when dealing with consumer claims in your business.

The content of this guide does not constitute legal advice. The main learning aim of this guide is to help you understand the Consumer Guarantees Act in order to be compliant within your business.

If you have any questions regarding this guide or require any further assistance relating to the Consumer Guarantees Act please contact the Retail NZ Advice Service by email at [email protected] or by phone 0800 472 472 (1800 128 086 from Australia).


Retail NZ members: FREE
Non-members: $29.00

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