“ACT and National in Government are committed to ensuring that New Zealand consumer law is effective and workable.  The Consumer Law Reform Bill delivers on that commitment,” Mr Boscawen said.

“This Bill represents the most significant changes to New Zealand’s consumer laws in more than 20 years.  It will bring much-needed clarity in an era of online shopping, extended warranties and self-checkouts.  It will strengthen consumers’ rights and simplify business compliance by replacing seven existing consumer laws with updated Consumer Guarantees, Fair Trading, and Weights and Measures Acts – as well as a new Auctioneers Act that sets a licensing regime for auctioneers.

“Some of the key changes include: extending the Disputes Tribunal’s jurisdiction to cover complaints about misleading and deceptive conduct; subjecting all new goods sold via auctions – and all goods sold by professional traders through online auction sites – to the acceptable quality provisions of the Consumer Guarantees Act; prohibiting unsubstantiated claims and requiring traders and retailers to ensure their claims are valid; and reconsidering how the Consumer Guarantees Act could apply to electricity and carrier services.

“The Consumer Law Reform will reduce costs and confusion, and make it easier for consumers and businesses to understand their rights and obligations.

“Strong and relevant consumer legislation is important for both consumers and businesses.  These changes will allow consumers to shop with greater confidence and, for business, will help to create a level playing field where reputable suppliers are protected from the inappropriate market conduct of unscrupulous competitors,” Mr Boscawen said.

“According to research commissioned by the Ministry of Consumer Affairs, New Zealanders greatly underestimate the cost of scams.  Of 1,000 people surveyed, 90 percent believed New Zealanders lose under $300 million a year – but the cost is closer to $450 million per year,” Mr Boscawen said.

“Added to this is the immense emotional cost to scam victims.  The Ministry’s Scamwatch website (www.scamwatch.govt.nz) receives around 3,500 reports annually, including from people who have lost everything – their home, their savings, etc – by falling victim to a scam.

“The Ministry’s research also showed that most New Zealanders believe that scams originate in Africa in and Asia when, in fact, scammers can be based anywhere in the world – it’s incredibly easy for a scammer to set up a fake email address and then claim they are in London, or to phone and claim they’re in Sydney, when they’re actually somewhere else entirely.

“Recent scams that the Ministry has issued alerts on include rental property scams, computer cold-calling scams, tax back scams, and charity scams that arose in the wake of the Christchurch earthquake.  Anyone who comes across these, or other scams, is encouraged to report them to Scamwatch in order to help others avoid falling victim.

“Scammers rely, and prey, on human vulnerabilities and money sent overseas is virtually impossible to recover.  New Zealanders need to stay on their guard and remember the old message: if something seems too good to be true, then it probably is,” Mr Boscawen said.

“This was the final stage of the implementation of the Financial Service Providers Dispute Resolution regime that began in December and covers banks, insurance companies, financial advisers, finance companies, brokers, money managers and KiwiSaver providers,” Mr Boscawen said.

“Prior to this regime only banks and insurance companies had an independent body to hear complaints.  Now anyone handling New Zealanders’ money must be registered and be part of one of four free dispute resolution schemes – the Insurance & Savings Ombudsman, the Banking Ombudsman, the Financial Dispute Resolution, and Financial Services Complaints Limited (FSCL).

“These services cover all aspects of the financial services industry and provide consumers and small businesses with an avenue to seek resolution should a dispute arise with any kind of financial service provider.

“Consumers need confidence when transacting in the marketplace – and especially when dealing in financial matters.  Access to free and independent disputes resolution will ensure that high standards are maintained in the financial industry, and will give consumers confidence that they will be treated fairly where a dispute arises,” Mr Boscawen said.

For more information about dispute resolution services, visit http://www.consumeraffairs.govt.nz/for-consumers/how-to-complain.

“The Consumer Law Reform Bill represents the most significant changes to consumer laws in more than two decades and brings much-needed clarity in an era of online shopping, extended warranties and self-checkouts,” Mr Boscawen said

“Under the Consumer Law Reform, seven existing consumer laws will be replaced by updated and more understandable Consumer Guarantees, Fair Trading, and the Weights and Measures Acts. 

“Some of the key changes include:

• The Disputes Tribunal jurisdiction will be extended to cover complaints about misleading and deceptive conduct.
• New goods sold via auctions – and all goods sold via online auction sites – will be subject to the acceptable quality provisions of the Consumer Guarantees Act.
• A prohibition on making unsubstantiated claims will require trader and retailers to take steps to ensure their claims are valid.
• Rules surrounding direct sales, such as door-to-door or telemarketing sales, will apply to all types of transactions, including cash or credit. This used to apply to credit agreements only.
• Auctioneers will have to be registered and will have to meet a number of minimum standards, included accounting for the proceeds of an auction, displaying their licence and complying with the law.
• Carrier services, such as couriers, will be subject to the Consumer Guarantees Act.

“These changes will reduce costs and confusion, and make it easier for consumers and businesses to understand their rights and obligations.

“The Bill will also strengthen the enforcement powers of Government agencies, allowing faster and more effective action to remove unsafe products from the market.  It will give courts new powers to ban individuals who repeatedly breach consumer laws.

“Strong and relevant consumer legislation is important for both consumers and businesses.  These changes will allow consumers to shop with greater confidence and, for businesses, will help to create a level-playing field where reputable suppliers are protected from the inappropriate market conduct of competitors.

“National and ACT in Government are committed to ensuring that New Zealand has effective, workable consumer laws, and removing those that are no longer relevant or useful.  The Consumer Law Reform is part of the Regulatory Reform Agenda, and we hope the changes it implements will be in place by the end of the year following consideration by Parliament,” Mr Boscawen said.

For more information on the Consumer Law Reform visit www.consumeraffairs.govt.nz/legislation-policy/policy-development/consumer-law-reform.

Good morning ladies and gentlemen, it’s great to be here.  I’d like to begin by extending a warm welcome to everyone who was made the effort to be here today – it’s great to see how many agencies are represented here today to demonstrate what they can do for the community.

I’m very pleased to be here today to formally open this Consumer Rights Day.  In fact, I believe this to be such a worthwhile event that I have encouraged the Ministry of Consumer Affairs to consider holding more days like this around the country.

The Ministry of Consumer Affairs aims to ensure that consumers can have confidence in the marketplace, and my Ministry appreciates the support and networks you provide in your communities.

In order to have confidence in the marketplace, consumers need to be able to access enough quality information to enable them to make the decisions that are right for them.  They also need to know that there are ways to resolve any disputes they might have should a problem arise.

I’m pleased to say that we’re not doing too badly on that front.  Last year’s National Consumer Survey found that New Zealanders generally have a fairly good understanding of their consumer rights and that many are aware of their right to have faulty goods repaired, replaced or refunded. 

The was commissioned by the Ministry of Consumer Affairs and also indicated a generally strong level of consumer confidence throughout New Zealand – with most consumers believing that the current law will protect them if they encounter a problem with a transaction.

That same survey, however, also showed that 16 percent of respondents couldn’t name a single organisation or service that could help them when things went wrong.  Clearly, there is still work to do if we are to ensure that people know where to turn for assistance or advice.

It is on these people that I want to focus; the people who don’t get their problems resolved for the simple reason that they’re either unaware of the protections exist for them, or they don’t know where to turn to for help.

In fact, it is the latter – the knowing where to turn for assistance – that can prove the biggest stumbling block for people trying to get their problem sorted.

Around the room today I see representatives from agencies and organisations that listen to consumers and help them with their complaints.  Even better, many of these services are free for the consumer.

But there are around 20 statutory, Government and self-regulatory entities that have disputes resolution and/or investigation and enforcement roles – and it isn’t always easy for people to find the one that is suitable for their specific complaint.

Not only that, but having to explain their complaint or understand the process they must follow, can be very daunting for consumers.  After all, while some people are confident enough to negotiate the process themselves, there are others who need support to get their complaint and heard.

These are the people who often fall through the gaps, and that’s why the role of community groups and agencies are so vital – you fill the gaps by guiding people through the processes and procedures, encouraging them to get their evidence together, so they can get their problem solved.

As you do this important work, the Government is working to make our consumer laws easier to use and understand.  Seven consumer laws are currently being reviewed – the objective being to have principles-based consumer law, and simplification and consolidation of existing laws.

The Ministry of Consumer Affairs released a discussion document on Consumer Law Reform earlier this year.  Submissions on this document are currently being considered with the aim of ensuring the law is relevant today and will continue to be relevant into the future.

We are also making progress on the review of the Credit Contracts and Consumer Finance Act (CCCFA).  This looks at addressing issues around hardship, fees, unsolicited credit, disclosure, repossession and pawn-broking.

From tomorrow, new laws for financial service providers mean there are dispute resolution schemes that people can go to if they have a problem with creditors and other financial service providers.

But making sure that consumer laws are effective, and that complaints processes work properly, means little if consumers do not first know about them or understand how to use them properly – because complaints can’t be investigated or dealt with if they don’t reach the right people or agency.

The Government wants to make it easier for consumers to complain, and to find the appropriate avenue and organisation to help them.  But we also admit that it can sometimes be difficult to reach every person who is in need of help.

And that’s what Consumer Rights Day is all about – it’s about Government working with community groups and agencies to help consumers to know their rights and where to turn if things go wrong.

We here in this room have a common goal: to ensure that consumers are able to find out about the rights that protect them, and the services and channels they can use to solve a problem.  We all want to create and empower confident consumers in New Zealand.

I have no doubt that, together, we can achieve that goal.  I’d like to thank all the agencies here for their ongoing supporting, and for the fantastic work you have done and continue to do.  My staff and I look forward to working with you all in the future so that, together, we can help your communities.

Thank you.

Good afternoon ladies and gentlemen and thank you, Brent [Smallbone, Wellington Referee], for the introduction.  I’m very pleased to be here to talk to you today.

I’d like to begin by formally acknowledging the valuable work that the Disputes Tribunal does to provide consumers and traders with accessible justice, and I especially want to recognise the Referees and the staff who support you.

Consumer complaints are the most common type of legal complaint in New Zealand, and the Disputes Tribunals are the main avenue for resolving consumer grievances.  As Referees, your job is to ensure that people are not excluded from the justice system simply because their dispute may be at the smaller end of the scale; fairness is fairness – no matter what the degree – and you do valuable work by helping to resolve disputes in a low cost, effective and approachable manner.

Over recent years this work has been enhanced, with Judge Spiller having overseen a number of significant steps forward for the Disputes Tribunal – particularly the raising of the level of claims that can be heard by the Tribunal from $7,500 to $15,000.  This change improves access to quick resolution of disputes and redress for consumers and businesses whose claims have previously been outside the Disputes Tribunal limits.

Another initiative is the publishing of cases that Referees have identified as being of particular public interest – a move that is aligned with international best practice, and also helps improve public awareness of the Tribunal.

I understand that Principal Disputes Referee Judge Spiller has recently handed over the reins to Anne Darroch.  I am sure that, with Anne at the helm, the momentum to improve the Disputes Tribunal processes will continue and that her extensive experience as a Referee will stand her in good stead to navigate the exciting times ahead.

As Minister of Consumer Affairs I continue to support the vision of consumers transacting with confidence and being able to rely on representations made to them about goods and services. 

I have strong views on people taking advantage of others and do not want to see people being conned or experiencing harsh and unconscionable conduct.  Sadly, far too many New Zealanders have a low level of financial literacy, and the behaviour I have just mentioned is sometimes experienced by people who are less sophisticated or experienced in financial matters.  I’m sure that everyone here has, at some time or another, come across someone who for this very reason has found themselves in a difficult and distressing situation.

Financial literacy is a personal interest of mine and I hope to make a positive contribution to improving New Zealanders’ levels of knowledge.

The focus of this session today is the Consumer Law Reform, which is the top priority for my portfolio and is currently being progressed by the Ministry of Consumer Affairs.

Having strong and relevant consumer legislation is vital for both consumers and businesses.

For consumers, such legislation provides confidence and successful participation in the marketplace – subsequently allowing them to contribute to a productive and innovative economy.  For businesses, effective consumer laws help to create a competitive business environment where reputable suppliers are protected from the inappropriate market conduct of competitors.

The primary objective of the Consumer Law Reform is to implement principles-based consumer law that achieves these aims for consumers and businesses.  It is this goal that drives the Consumer Law Reform project currently under progression and why the Ministry of Consumer Affairs and I are considering various improvements and enhancements to our fundamental consumer legislation – the Fair Trading Act (FTA), the Consumer Guarantees Act and the Weights and Measures Act – even though they have stood the test of time well.

Additional objectives are that the legislation is: up to date; relevant now and into the future; aligns, where appropriate, with international best practice; and, most importantly for the Disputes Tribunal, is easily accessible to those who are affected by it and is effective and enforceable.  As such, the Ministry is working hard on proposals to enhance and futureproof the legislation.

Key proposals the Ministry is considering are the introduction of prohibitions of unfair terms in consumer contracts, of unconscionable conduct, and of unsubstantiated claims.  These proposals mirror those available in Australia under its Australian Consumer Law – while consistent law between our two countries is not an aim on its own, it is certainly one thing to consider in reviewing whether we proceed down these paths.  Likewise, it is important to ensure the benefits that any changes in the law exceed the costs.

Also of interest to you may be proposals around the application of the Consumer Guarantees Act to online auctions – which, over the past few years, have significantly increased in number – and to the Carriage of Goods Act.

As you will probably be aware, the Government earlier this year released the Consumer Law Reform discussion document and invited submissions on the proposals it outlined.  The proposals drew mixed reactions and generated 113 submissions from individuals and organisations – all of which the Ministry is taking into account.

Among those submissions was one from Judge Spiller, on behalf of the Disputes Tribunal, which proposed that the Tribunal jurisdiction be extended to include section 9 of the Fair Trading Act – which prohibits misleading and deceptive conduct.

Historically, only judges had the authority to rule on Section 9 cases.  The calibre of referees in this room makes a strong argument for extending Disputes Tribunal Referees’ jurisdiction to include Section 9.  I welcome the opportunity to further explore this proposal which, I see, has benefits for consumers.

I envision decisions on the Consumer Law Reform being taken in December.  This is in advance of the original timetable and would mean that legislation could be introduced to the House early next year.

Many of the proposals would have an effect on the types of cases you hear, and would open up the Tribunal to a wider range of disputes.  I am sure that, once the Government has made its decisions, you will all be able to meet the challenges and opportunities that this would provide.

Once again I wish to acknowledge and commend your contribution to providing such a valuable and valued service, and I wish Anne all the best in her new role.
Thank you.

Hon John Boscawen speech to the Citizens Advice Bureau New Zealand (CABNZ) National Forum; the Brentwood Hotel, Kemp Street, Kilbirnie, Wellington; Thursday, October 28 2010
Good morning Ladies and Gentlemen and thank you, Kerry, for the introduction.  I’m very pleased and honoured to be here to talk to you today.

Honoured, because I have always felt a very special affinity to the Citizen’s Advice Bureau.  My own mother, Beverley Wheeler, was a volunteer at your Papatoetoe Office in South Auckland for eight years from 1995 following her retirement.

She thoroughly enjoyed being able to help people with all sorts of problems for a half-day every Monday morning, and was able to bring to her volunteer role the skills and abilities she acquired as a former Human Resource Manager at South Auckland Health.

She continued her voluntary work at Papatoetoe for four years after she moved from the district because she so much enjoyed helping people and working with her co-worker Doug Funnell, a retired former principal of Remuera Intermediate.

Doug and my Mother were just two of the 2,600 volunteers I am told that the CAB currently has working for them.

Volunteers are a core part of New Zealand society.  They strengthen communities by building networks of trust, reciprocity, and shared values.  Many community and voluntary organisations – including the CAB – rely on volunteers’ goodwill and efforts.

In total CAB volunteers provide in excess of 600,000 hours work every year, the equivalent of over 300 full-time jobs.

To those of you who volunteer your time, knowledge, and skills, and to the fulltime paid support staff I thank you very sincerely on behalf of the Government for the major contribution that you make to New Zealand and your own communities. You do a fantastic job.

I know that these are exciting times for the Citizens Advice Bureau.  I see around me your new branding, and I’m especially taken with your new artwork.  I also want to congratulate you on your new website, which went live last month.  It is a very extensive resource that provides a wealth of information ranging from what to do if a tradesman does a bad job, to advice on which beaches you can walk your dog during summer.

Your leap into the digital age has been a massive undertaking in which you’ve all been involved.  As society moves increasingly into the digital world, it’s great to see that you have identified the need to make your information and services available to people online as well in person and by phone.

As such, your organisation remains accessible as people shift their activities more into the online realm and ensures you’re positioned to help young people who expect to be able to find information and assistance in cyberspace.

Another exciting development is your new ‘CabNet’ system – which combines an integrated national database of community directory information and legal information about people’s rights with an electronic system for entering client enquiries into the national system.  This allows you to identify enquiry trends and produce information that can be used in many positive ways – including strategic planning.

It must have been a huge task to familiarise everyone with the system, but the changeover has been smooth – proof that your intensive preparation was worth the effort and has paid off.

While mentioning these new developments, I also wish to acknowledge those who have worked with you in your digital journey.  Microsoft donated software licences worth around $5.5 million, while Westpac donated 600 computers and laptops to ensure you can make full use of your new systems. Datacom also went out of their way in pulling the project together.  This is a great example of private organisations working with the voluntary sector to give something back to the community.

I am pleased to have this public opportunity to acknowledge Microsoft, Westpac, and Datacom for their contribution because it has been key to supporting the contribution of your 2,600 volunteers and staff.  I hope these relationships continue to develop.

Of course, all the new and exciting technology doesn’t replace the frontline face-to-face or verbal interaction on which you are all experts.  Many people still prefer to interact with a ‘real person’ and will continue to seek face-to-face or verbal interaction for the foreseeable future.

I would now like to touch on a number of consumer issues and begin by saying that, as Minister of Consumer Affairs, I share some of your goals – particularly when it comes to ensuring consumers can transact with confidence in the marketplace, and making sure that both businesses and consumers know where to find help if things go awry.

It’s the ‘where to turn’ that can pose the biggest stumbling block for people seeking resolution to their problems.  A survey commissioned by the Ministry of Consumer Affairs, to gauge consumers’ knowledge of consumer law and where to turn to for help returned a mixture of results – some positive, some less so.

For example: 80 percent of New Zealanders know there are laws that outline consumers’ rights, 53 percent can name at least one – the most well-known being Consumer Guarantees Act, followed by the Fair Trading Act – and over 75 percent are at least somewhat confident the law will protect them if they experience a problem.

You’ll also be pleased to know that the CAB was the most common answer given when respondents were asked name an organisation or service to approach for and advice regarding a consumer-related dispute.

But 16 percent of respondents couldn’t name any organisation or service – and this means there is still much work to do to ensure people know where to turn to for assistance or advice.

Here, however, is another obstacle: rather than having nowhere to go for assistance, consumers face a bewildering raft of organisations that offer some form of resolution of assistance.

Of the 200-plus professional and industry bodies in New Zealand, around half provide some type of mediation and disputes resolution.  Then there are around 20 statutory, Government and self-regulatory entities with disputes resolution and/or investigation and enforcement roles.  Then there’s a further layer of judicial bodies that includes the Disputes Tribunal, Motor Vehicle Disputes Tribunal, Tenancy Tribunal and the District Court.

Such a confusing array of bodies and organisations brings the risk that consumers – especially those who are unsure which law applies to their problem, and where and how to seek a resolution – will simply give up rather than persevere to resolve their complaint.

This is why we need a single portal where consumers can get information on where to direct their complaint and how to go about it.  This is the ‘One Door’ aspect of the ‘One Law, One Door’ programme initiated by my predecessor.

‘One Law’ – or the Consumer Law Reform review of seven pieces of consumer legislation – is currently in progress.  The objective is principle-based consumer law, and simplification and consolidation of the existing laws.  Submissions to the Consumer Law Reform discussion document are currently under consideration.

The ‘One Door’ part of the project refers to a simplified complaints apparatus consumers can use to work out ‘where to from here’ when a problem arises – rather than having to navigate their own way through a host of complaints or disputes tribunals, ombudsmen and so on.

The vision is that ‘One Door’ will not duplicate currently available services; will be visible, easy-to-use and have no significant cost barriers; will be able to handle a large volume of enquiries; will provide accurate and current information on a wide range of complaint types; and, ideally, will offer an integrated service with a range of ways to access the service.

Many of you may note that the vision for ‘One Door’ is very similar to the development work that you yourselves have undertaken and celebrate here today, with your new website, cabnet, an integrated database, enhanced free-phone service, and so on.

In fact, the path that you yourselves have chosen to take is so similar to the vision of ‘One Door’ that there really is no doubt that the Citizens Advice Bureau has, in fact, become that One Door for consumers.  

Yours is a well-known brand, a familiar presence in the community, with aims to deliver the type of service that was envisaged for ‘One Door’.  You have all the bases covered in order to provide the level of advocacy your clients need – which again fits the One Door ethos.  So I would like to take this opportunity to formally acknowledge the Citizens Advice Bureau’s place as the One Door for New Zealanders.

It is for this reason that the Ministry of Consumer Affairs – which made a significant funding contribution to the CAB at the start of your digital journey – will continue to work closely with you.  Although there is no additional funding available for this status of One Door, the continuing support from the Ministry includes the ongoing provision of training, resources and a freephone number to the Consumer Affairs contact centre.  The Ministry will continue to promote the CAB in recognition of your work to make it easier for consumers to resolve their problems.

I would like to conclude by congratulating you all once again on the fantastic work that each and every one of you has done and continues to do.  My Ministry and I look forward to being a part of your continuing journey.

Please enjoy the rest of your Forum and thank you for your time here today.

“Consumers must currently navigate their way through a myriad of bodies offering some form of dispute resolution or advice.  This poses the risk that consumers can become bewildered at the process and give up, rather than persevering to have their dispute resolved,” Mr Boscawen said.

“Launched last month, the new CAB website (www.cab.org.nz) provides visitors with access to information and contact details for around 40,000 not-for-profit groups and organisations throughout New Zealand.  It also outlines consumer’s legal rights and responsibilities on a wide range of issues that people face on a day-to-day basis.

“The CAB provides accurate and current information on a wide range of complaints – whether the enquiry is made in person, by phone or online – and already deals with a large volume of queries.  Last year, the organisation handled more than 653,000 enquiries – the equivalent of one enquiry every 11 seconds of the week.

“The CAB has long been a familiar and trusted brand.  Its work, and the role it plays in the community, is valued and respected throughout New Zealand.  As such, it is ideally placed to offer the ‘One Door’ service,” Mr Boscawen said.

“The Banking Ombudsman Scheme has operated for 18 years with professionalism and integrity.  It has played a significant role in providing redress for consumers – including investigating and resolving nearly 700 complaints about ING New Zealand’s frozen funds,” Mr Boscawen said.  ”

“Financial Dispute Resolution (FDR) is the operating name of the Government’s backstop, or reserve, scheme.  It will be operated by Dispute Resolution Services Limited (DRSL), an experienced provider of dispute resolution services. 

“These schemes – along with the Insurance & Savings Ombudsman Scheme and Financial Services Complaints Ltd (FSCL) – will provide independent dispute resolution services where complaints about financial products and services can be resolved.  They are free to consumers who have been unable to resolve complaints about the schemes’ members.

“Under the Financial Service Providers (Registration and Dispute Resolution) Act, financial service providers – banks, finance companies, insurance companies, financial advisers, credit unions, mortgage brokers and money lenders – must be registered by December 1, and must join a dispute resolution scheme before delivering services to retail clients.

“Consumers having access to dispute resolution, along with the registration of all financial service providers and the licensing of financial advisers, will promote confidence in the financial services sector,” Mr Boscawen said.

Hon John Boscawen speech to Member Forum for Electricity and Gas Complaints Commissioner Scheme DVD Launch; The Holiday Inn, Featherston Street, Wellington; Wednesday, August 25 2010.
Good afternoon ladies and gentlemen.  Thank you for inviting me to speak to you today and thank you,  Electricity and Gas Complaints Commissioner Judi Jones, for your introduction.
I’m sure many of you are aware that this is my first speaking engagement since I became the Minister of Consumer Affairs, and I’m delighted to be able to speak to so many representatives of the electricity and gas industry. 
Before I go any further, I would like to assure you that I’m eager to continue making it easier for businesses and consumers to deal confidently in a fair marketplace.
The Electricity Industry Bill is a part of this, and will bring many changes for your industry.  For example: responsibility for the compulsory complaints scheme was previously held by the Electricity Commission and the Gas Industry Company.  Under the Bill, this responsibility will pass to me as Minister of Consumer Affairs.
The compulsory complaints scheme has gone from strength to strength in the almost nine years since its inception and is now the approved complaint resolution scheme for electricity and gas complaints.
This means consumers will continue to have access to the information they need to make informed decisions, and know that there are suitable remedies available if things go wrong. 
Consumer confidence is vital to the success of markets.  Part of ensuring that confidence is making sure consumers have the ability to make a complaint to a free, independent complaints scheme.
Doing so is an important part of ensuring our markets and laws are effective – after all, an inability to resolve complaints creates an unfair market that disadvantages consumers and honest businesses.
This is why I am so pleased that the industry has been so supportive of the scheme.  Industry self-regulation – by businesses like yours taking ownership of a problem and providing members with advice on compliance – can always improve on legislation.  The fact is that industry can be more responsive than regulation can, and can ensure that new issues are dealt with faster and more efficiently.
It’s also important for people to be able to make a complaint when aggrieved, and for those complaints to be taken seriously.  I hope the scheme will continue to improve, and will soon be able to deal with cases of higher value.  This will save court costs for both parties.
I would also like to take this opportunity to thank you for the submissions you have made regarding the Ministry of Consumers Affairs’ review of consumer legislation.  We need principles-based legislation to cover, what is essentially, a simple transaction between a buyer and a seller, and that is what ‘One Law’ is all about.
I also want to make it easy for consumers to deal with a complaint.  It can be difficult to negotiate the host of complaints and disputes tribunals and ombudsmen that currently exists, which is why the Ministry is also working on ‘One Door’ – a single portal through which consumers can obtain advice on where to take their problem.
By working together, industry and Government can create a fair marketplace that respects consumer choices.  The commitment from everyone in this room to the EGCC Scheme helps to achieve that goal for the electricity and gas industry.
Thank you again for inviting me to be a part of your day.  I look forward to talking to some of you at lunch, and working with you in the future.