Consumer Guarantees Act research

This page has research into consumers' and businesses' awareness and understanding of their rights and obligations under current Consumer Guarantees Act (CGA) legislation.

Businesses and the CGA report

In June 2017 we surveyed 1,000 people in customer-facing roles about awareness and understanding of their responsibilities as a business under the Consumer Guarantees Act (CGA), particularly when dealing with customer problems.

Businesses and the Consumer Guarantees Act: Survey findings [PDF, 1.2 MB]

Consumer problems survey 2017

In 2017 we conducted quantitative and qualitative research to gain an in-depth understanding of the problems consumers encounter that are perceived to be in breach of the CGA, the frequency of them, the actions taken to try and address them, and the barriers and motivators for action.

Consumer Problems Survey 2017 report [PPTX, 8.9 MB]