Word of Advice

11 February 2008

Reporting Unsafe Products 

We all expect that the products we buy in the shops will be safe when used correctly. Unfortunately, it doesn’t always work out that way.

When you buy something that’s unsafe, you may have rights under the Consumer Guarantees Act to return the product for a refund or replacement. It’s also advisable to report the incident to the appropriate government agency – while you may have escaped injury, others may not be so lucky.

The Ministry of Consumer Affairs’ Measurement and Product Safety Service (MAPSS) deals with complaints concerning the safety of a range of products. Most reports to MAPSS about unsafe products come from consumers.

If an incident does occur and a consumer product is involved, it is helpful to note down exactly what has happened. If possible, take photographs or record what happened in some way. Information in relation to any injuries sustained, whether medical help was sought and the outcome, a description of what exactly happened and who was involved- all of this could prove vital in any follow up investigations.

Acting on a complaint

Complaints will be assessed and, where necessary, followed up by a MAPSS regional officer. They will also be entered into the product safety complaints database, allowing MAPSS to monitor any trends which might reveal a pattern of incidents which points to a particular product being unsafe. Where the risk of injury is high or injury has occurred, an investigation will be launched.

MAPSS has the authority to suggest modifications to make a product safe, request an unsafe product be removed from sale and to assist companies to recall products.

How to make a complaint

Reporting an unsafe product to MAPSS is as easy as calling the freephone number 0508 MAPSS Info (0508 627 774). Alternatively, complete an online safety incident form by visiting the website or send a letter (MAPSS, Ministry of Consumer Affairs, PO Box 1473, Wellington).

Other agencies

The Ministry of Consumer Affairs does not investigate safety complaints about products that fall within the responsibility of other government departments. Goods covered by mandatory product safety standards such as baby walkers, children’s nightwear, children’s toys, cigarette lighters, household cots and pedal cycles are investigated by the Commerce Commission.

Food is covered by the New Zealand Food Safety Authority.

The Ministry of Health cover drugs and medical devices, including containers and their labels.

The Land Transport Safety Authority cover road vehicles and child seat restraints.

The Occupational Safety and Health Service covers work place safety and is part of the Department of Labour