# 2026 Consumer Pathway — Where to Complain and Who Regulates What > **A practical guide for older New Zealanders, whānau, and advocates navigating the complaints and regulatory maze.** > _Not sure where to start? Call Citizens Advice Bureau on **0800 367 222** — they can point you to the right agency for any issue._ --- ## How to Use This Guide If you or someone you care for has a problem and you don't know who to call, this guide walks you through every major agency by **topic area**. Each section explains: - **What the agency does** — its role and legal powers - **When to use it** — the kinds of problems it handles - **How to complain** — contact details and process - **Escalation paths** — what to do if you're not satisfied - **Related agencies** — who else might be relevant > **Key number to save:** **Elder Abuse Response Service** — **0800 32 668 65** (free, 24/7). If you or someone you know is experiencing abuse of any kind, call this number first. --- ## Quick-Reference Contacts Table | Issue Type | First Contact | Phone | Hours | | ------------------------------------------------ | ---------------------------------------- | -------------- | ------------------- | | **Not sure where to go** | Citizens Advice Bureau (CAB) | 0800 367 222 | Mon–Fri, 9am–5pm | | **Health or disability complaint** | Health & Disability Commissioner (HDC) | 0800 11 22 33 | Mon–Fri, 9am–5pm | | **Unhappy with a government decision** | Ombudsman | 0800 802 602 | Mon–Fri, 9am–5pm | | **Elder abuse (physical, financial, emotional)** | Elder Abuse Response Service | 0800 32 668 65 | 24/7 | | **Emergency / immediate danger** | NZ Police | 111 | 24/7 | | **Retirement village dispute** | Retirement Commissioner / CFFC | 0800 268 269 | Mon–Fri, 9am–5pm | | **Tenancy or housing issue** | MBIE Tenancy Services | 0800 836 426 | Mon–Fri, 8:30am–5pm | | **Consumer law / scam / faulty goods** | Commerce Commission | 0800 943 600 | Mon–Fri, 9am–5pm | | **Free legal advice** | Community Law Centre | 0800 887 143 | Varies by centre | | **EPA / will / estate planning** | Public Trust | 0800 371 471 | Mon–Fri, 8am–6pm | | **Financial support / NZ Super** | Work and Income — Senior Services | 0800 552 002 | Mon–Fri, 7am–6pm | | **Age discrimination** | Human Rights Commission | 0800 496 877 | Mon–Fri, 9am–5pm | | **Banking or insurance complaint** | Banking Ombudsman | 0800 805 950 | Mon–Fri, 9am–5pm | | **Insurance dispute** | Insurance & Financial Services Ombudsman | 0800 888 691 | Mon–Fri, 9am–5pm | --- ## 1. Health & Disability Complaints — Health and Disability Commissioner (HDC) ### What HDC Does The Health and Disability Commissioner (HDC) is an independent Crown entity that enforces the **Code of Health and Disability Services Consumers' Rights** in New Zealand. This Code gives every person receiving health or disability services 10 legally enforceable rights, including the right to be treated with respect, to be fully informed, to make an informed choice, and to have complaints taken seriously. HDC covers all health and disability services: public hospitals, private hospitals, GPs, specialists, dentists, rest homes, aged residential care facilities, home support services, physiotherapists, psychologists, pharmacists, and more. ### When to Use HDC - You or a family member received poor treatment in a rest home or hospital - A healthcare provider failed to get your informed consent - You were not told about risks or alternatives before treatment - A health provider breached your privacy - You experienced discrimination in healthcare - A disability service provider failed to meet your needs - You're unhappy with the quality of aged residential care ### How to Complain to HDC | Step | What to Do | | ------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------ | | **1. Try the provider first** | Raise your concern directly with the health or disability provider — many issues can be resolved quickly at this level | | **2. Contact a Nationwide Health & Disability Advocacy Service advocate** | Free, independent advocates can help you understand your rights and resolve complaints informally. Call **0800 555 050** | | **3. Make a formal complaint to HDC** | Phone: **0800 11 22 33** (free). Email: **complaints@hdc.org.nz**. Online: **hdc.org.nz** | | **4. HDC investigates** | HDC will assess your complaint, may investigate, and can refer the matter to a disciplinary body if serious | ### What HDC Can Do - Investigate complaints - Recommend an apology, remedial action, or policy changes - Refer practitioners to their professional disciplinary bodies - Make public reports that drive systemic improvement - Refer serious matters to the Director of Proceedings for possible court action ### Escalation Paths | If you're not satisfied with HDC's decision | Next step | | ------------------------------------------- | ---------------------------------------------------------------------------------------------------------- | | HDC declines to investigate | You can request a review by the Ombudsman | | You want financial compensation | HDC cannot award compensation — you would need to take a case to the Human Rights Review Tribunal or court | | Criminal conduct suspected (e.g., assault) | HDC can refer to NZ Police | | Professional misconduct | Referral to responsible authority (Medical Council, Nursing Council, etc.) | ### Related Agencies - **Ministry of Health** — policy and regulation of health services - **Health NZ (Te Whatu Ora)** — operates public hospitals and contracts aged care - **WorkSafe NZ** — workplace health and safety (for staff or visitor injuries in facilities) --- ## 2. Unfair Government Decisions — Ombudsman ### What the Ombudsman Does The Ombudsman is an independent Officer of Parliament who investigates complaints about decisions, acts, or omissions by **central and local government agencies**. The Ombudsman also has powers under OPCAT (the Optional Protocol to the Convention Against Torture) to inspect places of detention — including **aged residential care facilities** where residents are deprived of their liberty. ### When to Use the Ombudsman - MSD wrongfully denied or reduced your NZ Superannuation - Health NZ refused to fund a treatment or service - A government agency was slow or unresponsive - You were treated unfairly by a government department - An official decision was unreasonable or procedurally flawed - You want to complain about conditions in an aged care facility (OPCAT) - You made an Official Information Act (OIA) request and are unhappy with the response ### How to Complain to the Ombudsman | Step | What to Do | | ---------------------------------------- | ------------------------------------------------------------------------------------------------------------------ | | **1. Try the agency first** | Raise your issue directly with the government agency concerned — give them a reasonable chance to respond | | **2. Make a complaint to the Ombudsman** | Phone: **0800 802 602**. Email: **complaints@ombudsman.parliament.nz**. Online form at **ombudsman.parliament.nz** | | **3. Ombudsman investigates** | The Ombudsman will assess your complaint, seek information from the agency, and make findings | ### What the Ombudsman Can Do - Investigate and make recommendations (not legally binding but almost always followed) - Require an agency to reconsider a decision - Recommend an apology or remedy - Make public reports - In OPCAT cases, make unannounced inspections of aged care and disability facilities ### Escalation Paths | If you're not satisfied | Next step | | ------------------------------------------- | --------------------------------------------------------------------------------------- | | Ombudsman declines to investigate | No formal appeal — but you can approach an MP or seek judicial review in the High Court | | Agency ignores Ombudsman recommendation | Ombudsman can report to Parliament — political pressure typically ensures compliance | | Matter involves systemic government failure | Ombudsman can initiate a own-motion investigation | ### Related Agencies - **Ombudsman (OPCAT)** — specific to aged care facility inspections - **Privacy Commissioner** — for complaints about personal information handling by agencies - **Office of the Ombudsman** also handles Official Information Act requests --- ## 3. Retirement Village Disputes — Retirement Commissioner / CFFC ### What the Retirement Commissioner / CFFC Does The Retirement Commissioner (also known as the Commission for Financial Capability — CFFC) is a statutory officer who, among other responsibilities, operates the **Retirement Villages Disputes Resolution Scheme**. This scheme provides mediation and adjudication for disputes between retirement village residents and village operators under the **Retirement Villages Act 2003**. ### When to Use the Retirement Commissioner - You disagree with your village operator about **ORA (Occupation Right Agreement)** terms - The operator is not maintaining facilities as promised - Disputes over **departure fees** or how long it takes to sell your unit - You believe you were **misled when signing your contract** - **Code of Practice** breaches by the operator - Disputes about **service charges** or **capital improvements** - You want to **terminate your ORA** and the operator is being unreasonable ### How to Lodge a Retirement Village Dispute | Step | What to Do | | ------------------------------------------ | ----------------------------------------------------------------------------------- | | **1. Raise it with the operator** | Your village should have an internal complaints process — start there | | **2. Contact the Retirement Commissioner** | Phone: **0800 268 269**. Email: **retirement.commission@cffc.govt.nz** | | **3. Apply for dispute resolution** | CFFC administers the disputes scheme — mediation first, then adjudication if needed | | **4. Independent Adjudicator** | If mediation fails, an independent adjudicator makes a binding decision | ### What the Retirement Commissioner Can Do - Provide free information and guidance about your rights as a village resident - Facilitate mediation between residents and operators - Appoint an independent adjudicator for binding dispute resolution - Investigate systemic issues and report to the Minister of Commerce ### Escalation Paths | If you're not satisfied | Next step | | ----------------------------------------- | ----------------------------------------------------- | | Mediation fails | Proceed to adjudication (binding) | | Adjudication fails to resolve | Take the matter to the High Court on a point of law | | You want to challenge contract fairness | Contact Commerce Commission for consumer law breaches | | Criminal conduct suspected (fraud, theft) | Contact NZ Police | ### Related Agencies - **Retirement Villages Association (RVA)** — industry body; may assist with complaints against members - **Commerce Commission** — can investigate unfair contract terms or misleading conduct - **MBIE** — policy responsibility for retirement villages regulation - **Consumer NZ** — independent advocacy and information for village residents --- ## 4. Elder Abuse / Crime — NZ Police ### What NZ Police Does NZ Police is responsible for law enforcement, public safety, and criminal investigations. Police have specialist **Elder Abuse and Family Violence Teams** in many districts. Elder abuse includes physical, psychological, financial, sexual abuse, and neglect — all of which may be criminal offences. ### When to Contact Police - **Immediate danger or emergency** — call **111** - Someone is physically assaulting an older person - Financial abuse that involves theft, fraud, or forgery - Someone is being threatened or intimidated - Neglect by a caregiver that endangers the person - A family member is misusing an Enduring Power of Attorney for financial gain - Someone has unlawfully taken or withheld property - Trespass or harassment of an older person ### How to Report | Situation | Action | | ----------------------------------------------------- | --------------------------------------------------------------------------------------------------------------- | | **Emergency** — life at risk or crime in progress | Call **111** immediately | | **Non-emergency** — report a crime or speak to Police | Call **105** or visit your local police station | | **Elder abuse (not an emergency)** | Call the **Elder Abuse Response Service** first: **0800 32 668 65** (24/7) — they will involve Police if needed | | **Financial scams** | Report to Police via **105** AND to **Netsafe** (netsafe.org.nz) if online | ### What Police Can Do - Attend emergencies and protect people from immediate harm - Investigate criminal offences - Arrest and charge perpetrators - Refer victims to support services (Age Concern, victim support) - Work with elder abuse specialists (some districts have dedicated elder abuse coordinators) ### Escalation Paths | If you're not satisfied | Next step | | --------------------------------- | ------------------------------------------------------------------------------------------ | | Police decline to investigate | Request a review through the Police professional standards process | | You disagree with Police decision | Make a complaint to the **Independent Police Conduct Authority (IPCA)** — **0800 503 728** | | Case proceeds to court | Victims may be eligible for support through the **Ministry of Justice Victim Services** | ### Related Agencies - **Age Concern NZ** — Elder Abuse Response Service: **0800 32 668 65** - **Elder Abuse** — national strategy and coordination - **Public Trust** — for issues with EPAs or financial management - **Community Law** — for legal advice and representation - **Victim Support** — **0800 842 846** --- ## 5. Tenancy & Housing Issues — MBIE Tenancy Services ### What MBIE Tenancy Services Does The Ministry of Business, Innovation and Employment (MBIE) operates **Tenancy Services**, which administers the **Residential Tenancies Act 1986** and the **Tenancy Tribunal**. This covers private rentals, boarding houses, and some retirement village tenancies (where the occupancy is a tenancy rather than an ORA). ### When to Use MBIE Tenancy Services - Your landlord is not maintaining the property - You're facing an unjustified rent increase - You want to end a tenancy but the landlord won't agree - Bond disputes (landlord not returning your bond) - Unlawful eviction or lockout - Repair and maintenance issues not being addressed - Boarding house operator problems - You're an older renter facing discrimination from a landlord ### How to Get Help | Step | What to Do | | ------------------------------------ | -------------------------------------------------------------------------------------------------- | | **1. Talk to your landlord** | Raise the issue directly first | | **2. Contact Tenancy Services** | Phone: **0800 836 426** (0800 TENANCY). Online: **tenancy.govt.nz** | | **3. Get free advice** | Tenancy Services can provide free information, templates, and guidance | | **4. Apply to the Tenancy Tribunal** | If the issue can't be resolved, apply to the Tribunal — fees start at around $20 for bond disputes | ### What MBIE Can Do - Provide free information and resources about your rights - Mediate between tenants and landlords - Investigate boarding house compliance - Support applications to the Tenancy Tribunal - Enforce Tribunal orders ### Escalation Paths | If you're not satisfied | Next step | | ------------------------------------------- | ------------------------------------------------------ | | Mediation doesn't resolve it | Apply to the Tenancy Tribunal for a binding decision | | Tribunal decision is wrong | Appeal to the District Court on a point of law | | Landlord doesn't comply with Tribunal order | MBIE can help enforce through the District Court | | You face discrimination | Contact **Human Rights Commission** — **0800 496 877** | ### Related Agencies - **Human Rights Commission** — for age discrimination in housing - **Ministry of Housing and Urban Development (HUD)** — housing policy - **Work and Income** — Accommodation Supplement if you need help with rent - **Community Law** — free legal advice for Tribunal applications --- ## 6. Consumer Law — Commerce Commission ### What the Commerce Commission Does The Commerce Commission is New Zealand's competition, consumer, and regulatory agency. It enforces the **Fair Trading Act 1986** (which prohibits misleading and deceptive conduct), the **Consumer Guarantees Act 1993** (which gives rights when goods or services fail), and specific industry regulations including **retirement village code compliance**. ### When to Use the Commerce Commission - You were misled or deceived by a business (including a retirement village operator) - Products you bought are faulty and the retailer won't help - A company made false claims about its service - Unfair contract terms in a standard-form consumer contract (including retirement village ORAs) - A business engaged in high-pressure sales tactics targeting older people - A retirement village operator breached the Code of Practice - Scams and dodgy traders ### How to Complain | Step | What to Do | | -------------------------------------- | ---------------------------------------------------------------------------------------- | | **1. Try the business first** | Contact the retailer or service provider — many consumer issues can be resolved directly | | **2. Contact the Commerce Commission** | Phone: **0800 943 600**. Online form at **comcom.govt.nz** | | **3. Provide details** | The Commission will assess your complaint against enforcement criteria | | **4. Consider small claims** | For disputes under $30,000, the **Disputes Tribunal** can be a faster option | ### What the Commerce Commission Can Do - Investigate businesses for breaches of consumer law - Issue compliance advice - Take court action (including criminal prosecution) for serious breaches - Seek declarations about unfair contract terms - Work with other agencies on cross-cutting issues (e.g., scams) - Publish guidance and warnings for consumers ### Escalation Paths | If you're not satisfied | Next step | | ---------------------------------- | --------------------------------------------------------------------- | | Commission declines to investigate | No formal appeal — but you can pursue private legal action | | Commission decides to take action | May go to the High Court or District Court | | You want compensation | Go to the **Disputes Tribunal** (up to $30,000) or **District Court** | | Scam involves online element | Also report to **Netsafe** — **0508 638 723** | ### Related Agencies - **Citizens Advice Bureau** — help making a consumer complaint - **Community Law** — legal advice for consumer disputes - **Disputes Tribunal** — low-cost dispute resolution - **Netsafe** — online scams and digital safety - **Financial Markets Authority** — investment and financial product scams --- ## 7. General Navigation Support — Citizens Advice Bureau (CAB) ### What CAB Does Citizens Advice Bureau is a free, independent, and confidential information and referral service. CAB does not advocate for any particular position — it helps you understand your options and connects you with the right agency. CAB has **over 70+ local bureaux** across New Zealand, many staffed by trained volunteers including older people themselves. ### When to Contact CAB - You don't know which agency handles your issue - You need help filling out a form or writing a complaint letter - You want someone to explain your rights in plain language - You need a referral to a specialist service - You want to know what benefits or entitlements you might qualify for - You need help understanding government correspondence ### How to Get Help - Phone: **0800 367 222** - Website: **cab.org.nz** — search by topic or find your local bureau - In person: Visit any local CAB office (check website for hours) - Email: Use the online enquiry form on the CAB website ### What CAB Can Do - Provide free, impartial information on any topic - Help you write letters or complete forms - Explain your legal rights and options - Refer you to specialist services (Community Law, HDC, etc.) - Follow up with you to ensure your issue is resolved - Advocate on your behalf (some CAB services offer advocacy for complex cases) ### Escalation / Limitations - CAB does not provide legal advice (they refer to Community Law for that) - CAB does not have enforcement powers - If CAB cannot help, they will find someone who can --- ## 8. Free Legal Advice — Community Law ### What Community Law Does Community Law is New Zealand's largest provider of **free legal services**. There are 24 Community Law Centres across the country, staffed by lawyers and legal workers. They provide legal advice, information, and sometimes representation for people who cannot afford a private lawyer. ### When to Use Community Law - You need legal advice about an **Enduring Power of Attorney (EPA)** - You have a dispute with a retirement village and need legal help - You are dealing with a **Tenancy Tribunal** case - You are experiencing **elder financial abuse** and need legal protection - You need help with a **Family Court** application (welfare guardianship, property orders) - You are being evicted from your home - You need to understand your rights under a contract - You need help with the **Human Rights Commission** or **Disputes Tribunal** ### How to Access - National: **0800 887 143** — will connect you to your nearest centre - Website: **communitylaw.org.nz** — also has comprehensive plain-English legal guides online - In person: Walk in during drop-in hours (varies by centre — check website) ### What Community Law Can Do - Free legal advice (up to 30 minutes typical) - Help writing letters and legal documents - Representation at the Tenancy Tribunal (some centres) - Assistance with Disputes Tribunal claims - Advice on EPA, wills, and estate planning - Referrals to private lawyers for complex matters ### Escalation Paths | If you need more help | Next step | | ------------------------- | ------------------------------------------------------------------------------- | | Complex court case | Community Law can refer you to a private lawyer (paying) or apply for legal aid | | You qualify for legal aid | Ministry of Justice Legal Aid Services — **0800 246 887** | | Discrimination case | Human Rights Commission — **0800 496 877** | ### Related Agencies - **Public Trust** — EPA and estate services - **NZ Law Society** — referral to a private lawyer if needed - **Ministry of Justice** — legal aid and court processes --- ## 9. Enduring Powers of Attorney & Estates — Public Trust ### What Public Trust Does Public Trust is a Crown-owned trustee and executor services organisation. It is the largest provider of EPA services in New Zealand, with over 100,000 EPA appointments. Public Trust provides EPA making and registration, estate planning, will writing, and trustee services. It also administers estates when someone dies without a will (intestacy). ### When to Use Public Trust - You want to **set up an Enduring Power of Attorney (EPA)** for property or personal care/welfare - You need advice on EPA types, choosing an attorney, and safeguards against abuse - You want to make or update a **will** - You need a **trustee** for a family trust or estate - You are an **attorney acting under an EPA** and need guidance on your duties - You suspect an EPA is being **misused** and need to report it - You need help **administering a deceased estate** ### How to Access - Phone: **0800 371 471** — free, 8am–6pm weekdays - Website: **publictrust.co.nz** - In person: 20+ offices across New Zealand - Online: EPA and will services available through the website ### What Public Trust Can Do - Draft and oversee EPAs - Act as your attorney if you have no suitable person to appoint - Provide independent trustee services - Prepare wills and estate plans - Administer estates - Investigate concerns about EPA misuse (as part of their safeguarding role) - Free initial consultation for EPA and will enquiries ### Escalation Paths | Issue | Next step | | ------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------- | | EPA misuse suspected | Contact **Public Trust** — they can investigate; also **Age Concern Elder Abuse Service** — **0800 32 668 65**; or **Police** if criminal | | Dispute about estate administration | Contact **Community Law** for advice, or **NZ Law Society** for a lawyer referral | | Complaint about Public Trust service | Public Trust complaints process → **Ombudsman** if unresolved (Public Trust is a Crown entity) | ### Related Agencies - **Community Law** — free legal advice on EPAs and estates - **Age Concern** — elder abuse support - **Ministry of Justice** — Protection of Personal and Property Rights Act matters (Family Court) - **NZ Law Society** — private lawyer referrals --- ## 10. Escalation Flowcharts — Quick-Reference ### Health Complaint ``` Provider → HDC Advocate (0800 555 050) → HDC Complaint (0800 11 22 33) ↓ If unresolved → Ombudsman (0800 802 602) → Human Rights Review Tribunal (for compensation) → Disciplinary body (if professional misconduct) ``` ### Government Decision ``` Agency → Internal review → Ombudsman (0800 802 602) ↓ If unresolved → Judicial Review (High Court) → MP / Minister ``` ### Retirement Village Dispute ``` Village operator → Retirement Commissioner mediation (0800 268 269) ↓ If unresolved → Adjudicator (binding) → High Court (point of law) → Commerce Commission (unfair contract terms) ``` ### Elder Abuse ``` Emergency → 111 ↓ Non-emergency → Elder Abuse Response Service (0800 32 668 65) ↓ → Age Concern (support) → Police 105 (investigation) → Community Law (legal protection) → Public Trust (EPA concerns) ``` ### Tenancy / Housing ``` Landlord → Tenancy Services mediation (0800 836 426) ↓ If unresolved → Tenancy Tribunal → District Court (appeal) → Human Rights Commission (discrimination) ``` ### Consumer / Scam ``` Business → Commerce Commission (0800 943 600) ↓ If unresolved → Disputes Tribunal ($30k limit) → District Court (over $30k) → Netsafe (online scams: 0508 638 723) ``` --- ## 11. Emergency Contacts Summary | Service | Phone | When to Call | | -------------------------------- | ------------------ | --------------------------------------------------------------- | | **Police / Fire / Ambulance** | **111** | Life-threatening emergency, crime in progress, immediate danger | | **Healthline** | **0800 611 116** | Free health advice 24/7 — speak to a registered nurse | | **Poisons Centre** | **0800 764 766** | Suspected poisoning or overdose (24/7) | | **Elder Abuse Response Service** | **0800 32 668 65** | Any form of elder abuse or neglect (24/7) | | **Victim Support** | **0800 842 846** | If you have been a victim of crime (24/7) | | **Suicide Crisis Helpline** | **0800 543 354** | Mental health crisis support (24/7) | | **Age Concern** | **0800 652 105** | General seniors support, information, and advocacy | | **Citizens Advice Bureau** | **0800 367 222** | Navigation support for any issue | --- ## 12. Who Regulates What — At a Glance | Area | Primary Regulator | Statute / Framework | | ---------------------------- | ---------------------------------------------------- | ------------------------------------------------------ | | Health & disability services | Health & Disability Commissioner | Code of Health & Disability Services Consumers' Rights | | Public hospitals | Health NZ — Te Whatu Ora | Pae Ora (Healthy Futures) Act 2022 | | Aged residential care | Ministry of Health / Health NZ / HDC | Health & Disability Services (Safety) Act 2001 | | Retirement villages | MBIE / Commerce Commission / Retirement Commissioner | Retirement Villages Act 2003 | | Private rentals | MBIE Tenancy Services | Residential Tenancies Act 1986 | | Boarding houses | MBIE / Local councils | Residential Tenancies Act 1986 + Building Act | | Consumer goods & services | Commerce Commission | Fair Trading Act 1986, Consumer Guarantees Act 1993 | | Financial advice & products | Financial Markets Authority (FMA) | Financial Markets Conduct Act 2013 | | Insurance | Financial Markets Authority | Insurance Contracts Act (proposed) | | Banking | Reserve Bank / Banking Ombudsman | Reserve Bank Act 2021 | | NZ Super & benefits | MSD — Work and Income | Social Security Act 2018 | | EPAs & estates | Public Trust / Family Court | PPPR Act 1988 | | Age discrimination | Human Rights Commission | Human Rights Act 1993 | | Workplace safety | WorkSafe NZ | Health and Safety at Work Act 2015 | | Police conduct | Independent Police Conduct Authority (IPCA) | IPCA Act 1988 | --- ## 13. Useful Websites | Organization | Website | | ---------------------------------------- | ------------------------------------------- | | Health & Disability Commissioner | hdc.org.nz | | Ombudsman | ombudsman.parliament.nz | | Retirement Commissioner | cffc.govt.nz | | NZ Police | police.govt.nz | | Tenancy Services (MBIE) | tenancy.govt.nz | | Commerce Commission | comcom.govt.nz | | Citizens Advice Bureau | cab.org.nz | | Community Law | communitylaw.org.nz | | Public Trust | publictrust.co.nz | | Work and Income (Senior Services) | workandincome.govt.nz | | Age Concern NZ | ageconcern.org.nz | | Elder Abuse Response | elderabuse.nz | | Human Rights Commission | hrc.co.nz | | Banking Ombudsman | bankomb.org.nz | | Insurance & Financial Services Ombudsman | ifso.nz | | Netsafe (online safety) | netsafe.org.nz | | Disputes Tribunal | justice.govt.nz/tribunals/disputes-tribunal | | SuperSeniors | superseniors.govt.nz | | Eldernet | eldernet.co.nz | | Sorted (retirement planning) | sorted.org.nz | | Consumer NZ | consumer.org.nz | --- > **If you're unsure where to start, call the Citizens Advice Bureau on 0800 367 222.** > _This guide was prepared as part of the NZ Seniors Knowledge Base — Consumer Guides layer._ > _Last updated: June 2026_