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BDFL - Memuneh
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Topic # 150213 15-Jul-2014 13:27
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Consumer NZ is extending its programme of testing from just products and services to accrediting entire businesses which meet the organisation's strict Code of Conduct.

The aim of the new Consumer Trusted programme is to deliver high standards of customer service and consumer confidence, says Consumer NZ CEO Sue Chetwin.

"We've thought hard about how to raise the game of Kiwi businesses. Our advisory service deals with around 4000 complaints and inquiries each year - and that's just the tip of consumer dissatisfaction.

"What we've developed through Consumer Trusted is a visible way of rewarding businesses with genuinely top-class customer service. Our goal is to inspire all businesses to go beyond the minimum standards of consumer law.

"In some ways Consumer Trusted is a continuation of the testing of products and services we've done for the past 55 years. We're now going further and testing businesses against the rigorous criteria we've developed," she said.

The criteria are based on 8 Consumer Principles which include returns and refunds, websites, privacy customer service, and fair and clear contracts.

At the same time Consumer NZ is negotiating deals with Trusted businesses to benefit consumers. Consumer NZ has been concerned for years about the price of electricity and telecommunications. So it was excited to have 2Degrees and Powershop offering significant discounts on their services, for the launch of the accreditation programme, Chetwin said. Internet Service Provider Inspire Net and footwear retailer Shoe Clinic had also been accredited.

All Consumer Trusted businesses must belong to an approved dispute resolution scheme or allow Consumer NZ to provide the service. Anyone who had a complaint about a Trusted business could come to Consumer for assistance.

All revenue raised from the Consumer Trusted programme will be put back into research, testing, extending the organisation's work on behalf of all consumers and resolving consumer disputes, Chetwin said.






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gzt

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  Reply # 1089268 15-Jul-2014 13:54
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It's a good idea. I wonder if they will be testing them for CGA compliance - probably not because I can't imagine any retailer signing up for it ; ). But this new service is still a good thing.

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  Reply # 1090099 16-Jul-2014 16:10
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When ConsumerNZ gets a large chunk of its income from a few corporates, it's on the slippery slope.

AA has been reduced to being a mouthpiece for NZTA & BP.

gzt

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  Reply # 1090251 16-Jul-2014 20:37
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I expect Consumer had to do something different with with online reviews taking over their traditional role.

Personally I'd like to see them open up their labs (physical or virtual) a bit and get more people involved in the product testing to get some better output.

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  Reply # 1090662 17-Jul-2014 13:27
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They must have had a brainstorming session to see how they could rake in more money.

I am afraid Consumer's golden days are long gone. Their reports are pathetic, now.

I can't even be bothered to sign up for their free periods!

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