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New Zealand law explained for everyone

This page is about a bill. That means that it's not the law yet, but some people want it to be the law. It could change quickly, and some of the information is just a draft.

Customer and Product Data Bill

Protections - Complaints

49: Data holders and accredited requestors must have customer complaints process

You could also call this:

“Companies must let you complain if you're unhappy about how they use your information”

This part of the proposed law says that companies who hold your data or ask for it must have a way for you to complain if you’re not happy. If this law is passed, here’s what it would mean:

When a company keeps your information or asks for it, they need to have a system for you to tell them if you’re upset about how they’re using your data. This system needs to let you make a complaint and explain how the company will look into your problem.

The company has to make sure their complaint system is fair and works well. They need to try their best to deal with your complaints quickly and properly. The government might also make some rules about how these complaint systems should work, and the companies would have to follow those rules too.

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This page was last updated on

View the original legislation for this page at https://legislation.govt.nz/act/public/1986/0120/latest/link.aspx?id=LMS710480.

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“Breaking data rules could lead to a fine”

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50: Data holder or accredited requestor must be member of dispute resolution scheme (if scheme has been prescribed), or

“Companies must join a group that helps solve data problems”

Part 3 Protections
Complaints

49Data holders and accredited requestors must have customer complaints process

  1. A data holder or an accredited requestor (A) must have a process that—

  2. allows customers to make complaints about A’s conduct in connection with regulated data services that A provides or requests; and
    1. provides for how those complaints must be investigated and otherwise dealt with.

      1. A must ensure that,—

      2. as far as practicable, the process enables complaints to be investigated and otherwise dealt with fairly, efficiently, and effectively; and
        1. the process meets the requirements provided for by the regulations (if any).