The Commerce Commission works to make sure New Zealand’s markets are competitive and fair, and that consumers and businesses are informed, empowered, and protected, and sectors with little or no competition are appropriately regulated.
When people or businesses break the rules, we take action. For example, when there’s evidence a business has fixed prices, misled consumers, or blocked a new competitor from entering a market, we have a range of tools available to us, ranging from education and guidance to compliance and enforcement.
Each year, the Commerce Commission receives over 15,000 consumer concerns. Whether it’s a misleading advertisement, a pricing issue, or a dispute over a refund, these concerns help the Commission identify patterns, building a clearer picture of the issues affecting New Zealand consumers.
But while the volume of concerns is high, the data also reveals important gaps—particularly in who is reaching out to us. Unfortunately older New Zealanders are less likely to report a concern to us, which means we may be missing important insights into the challenges they face as consumers.
What happens when you report a concern
Every concern goes through a thorough assessment process, then we respond to each one, paying special attention to those having the biggest impact on New Zealanders
Our Enquiries Team first checks whether the issue falls within the Commission’s remit. If it does, our Screening Team assesses the concern and determines the next steps. These might include requesting more information from the consumer, sending compliance communications to the business or starting a formal investigation.
Not every concern leads to an investigation, but every concern matters. Each one contributes to a clearer picture of the market and helps us spot trends that may require broader action.
To make the most of this process, we encourage consumers to provide detailed information and supporting evidence—such as receipts, screenshots, and communications with the business. This helps us assess the issue more effectively and determine the best course of action.
More information about our concerns processes, and how to report a concern is also available in this video:
What are consumers concerned about?
Over the last 12 months some of the top categories of concern for New Zealanders aged 50 and over include:
- Telecommunications and grocery sectors, including complaints about price differences, misleading promotions, and billing issues
- Retail, including from overseas websites
- Car parking breach notices, which continue to generate high volumes of complaints
*July 2024-June 2025 data
While the overall volume of concerns is strong, the Commission’s demographic data shows significant underrepresentation among older New Zealanders. People aged 70 and above submit far fewer concerns than other age groups, despite facing unique challenges.
*July 2024-June 2025 data
In contrast, people aged 30–49 are the most active in reporting concerns, with younger adults (20–29) also underrepresented. These disparities suggest that some groups may be less aware of their rights, less confident in navigating the complaints process, or less likely to understand what the Commission does.
Help us help you
If you’ve experienced something that doesn’t feel right—whether it’s a confusing contract, a misleading ad, or a service that didn’t deliver—we want to hear from you. Your concern could help protect others, inform our investigations, and shape the future of consumer protection in New Zealand.
Visit comcom.govt.nz/report-a-concern to learn more about how to submit a concern and what to include.
Apart from completing our online form, you can also report a concern by phone on 0800 943 600, email contact@comcom.govt.nz or by mail:
Commerce Commission
PO Box 2351
Wellington 6140
