How the Ministry handles complaints
The Ministry encourages consumers to report unsafe products. If
we don't know about it, we cannot do anything about it.
Most of the Ministry's information about unsafe products comes
from complaints from consumers. We also receive complaints from
businesses and agencies overseas that are responsible for dealing
with product safety issues. The Ministry can also initiate its own
investigations, or conduct market surveys of specific products.
Complaints may be received in any form and from a variety of
mediums, from hard copy, electronically or by telephone call or
voice-mail message.
The Ministry works with limited resources and must establish
priorities so as to focus on those situations of "most" risk. To
help us do this we run a risk assessment on each incident. We ask:
- What is the maximum potential injury?
- What are the chances of this happening?
- Will the user be able to see that there is a risk of injury?
- Who and how many are likely to use the product?
The Ministry cannot undertake an investigation into every
complaint.
Where the risk of injury is low, or the potential injury is
minor, we will bring it to the attention of the supplier, but may
not take it further at that stage. All complaints are entered into a
database however, and where there is a pattern of complaints the
Ministry will take some action.
Where the risk of injury is high, or there is potential for
severe injury the Ministry will conduct an investigation into the
product.
Reporting an unsafe product to the Ministry
To report a potentially unsafe product you can complete the
safety incident form online, or
Tel: 0508 MAPSS Info (0508 627 774)
International Clients: 0064 3 962 2580
Reporting to other Government departments
The Ministry does not investigate complaints about products that
fall within the legislation administered by other government
departments. The Ministry will refer such complaints to the relevant
agency.
Complaints about the following classes of goods should be made
to, and are referred to as follows:
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