What should consumers expect from their initial contact regarding a complaint?

Consumers should expect a prompt response from the seller when they first contact the seller regarding a complaint. This expectation aligns with the principles of good customer service and is reinforced by consumer law, which emphasizes the importance of timely communication in resolving disputes. For consumers, a prompt response signifies that their concerns are taken seriously and that the seller is committed to addressing issues efficiently.

While immediate compensation might seem appealing, consumer law typically doesn’t require sellers to resolve complaints instantly with compensation. Similarly, a lengthy negotiation process suggests an unnecessary delay in addressing the consumer's grievance, which could lead to frustration and dissatisfaction. No resolution being offered is contrary to the duty of care that sellers have to their customers; they are generally expected to work towards a resolution. Thus, the expectation of a prompt response is grounded in the need for effective and efficient customer service and is a fundamental aspect of handling consumer complaints in New Zealand.