Reducing risk of complaints Te whakaiti i te tūraru o ngā amuamu

Have clear information for customers. This might be:

• a refund sign next to your till
• a plain English contract
• an easy-to-navigate website. 

This is useful because:

• if customers can see you know and respect their rights under consumer laws, it gives both sides confidence in the sale
• it helps head off complaints you’re unlikely to accept. 

If you display a sign that says, “No returns if a customer changes their mind”, customers know they can’t bring back a dress that turns out to be unflattering. If they try to return it anyway, it’s your right to refuse.

You can print out our visual guide to the Consumer Guarantees Act (CGA) and pin it up where you and any staff can easily check it – for example, the break room or the back of the staff toilet door.

Product damage in transit can be frustrating for both you and your customers. It can also impact your reputation and bottom line. Fortunately, there are practical steps you can take to reduce the risk.

Start by testing different packaging materials and methods. The goal is to strike a balance between protection and cost. You want to prevent breakages without overspending on packaging. Try sending test parcels to yourself or a trusted contact to assess how well your packaging holds up during delivery. This also gives you a chance to evaluate the reliability of your chosen courier service.

If you or your staff handle deliveries in-house, take time to review how items are packed and loaded into vehicles. Even small changes in how goods are stacked or secured can make a big difference. Make sure everyone involved in the delivery process understands how to handle products with care.

If you use a third-party delivery company, check their terms and conditions carefully. Understand who is responsible if items are damaged in transit – you, the courier, or the customer. It’s also worth asking about their claims process and whether they offer any insurance or guarantees.

Taking these steps can help you protect your products, reduce costs, and keep your customers happy.

When dealing with a customer complaint, it’s a good idea to:

• collect details on what went wrong
• store that information in a complaints log
• sort complaints by type and cause of the problem
• note any remedies given.

This will:

• help you monitor complaints and identify problems that come up again and again
• streamline how you deal with complaints, as you’ll be able to check how you handled similar problems.

By working out what’s going wrong, you can take steps to fix it or stop a new problem before it escalates.

This might mean:

• checking what your workers tell customers at the point of sale
• offering extra training, like job skills or product familiarity
• improving a product you make or a service you offer
• trying a different product line
• raising issues with suppliers or your delivery company
• switching to a new supplier or delivery company.

By sorting out recurring problems, you save yourself time and money, and make your business run more smoothly and easily.

Your staff should also be confident in dealing with customers and know when to offer returns, refunds or replacements.

It’s best if one person investigates and decides what remedy is required, if any. You may want all workers who have contact with customers to be able to handle minor complaints. For more serious complaints, it’s best if someone senior takes over as soon as possible.

Regularly remind your workers:

• to be polite at all times
• to not agree on the spot to all requests for a refund, return or replacement – give examples when this is ok and when it’s not
• that one person should handle a complaint from start to finish, with your support if needed
• to pass on a complaint to you or a trusted staff member if they aren’t confident about handling it – and tell the customer who will look into it.

Communication is key. If a customer feels misled, it will not reflect well on your business. The customer is more likely to complain to others, either on social media or in person. And if they take it to court or a disputes tribunal, lack of action will count against you.