NZ Herald
  • Home
  • Latest news
  • Herald NOW
  • Video
  • New Zealand
  • Sport
  • World
  • Business
  • Entertainment
  • Podcasts
  • Quizzes
  • Opinion
  • Lifestyle
  • Travel
  • Viva
  • Weather

Subscriptions

  • Herald Premium
  • Viva Premium
  • The Listener
  • BusinessDesk

Sections

  • Latest news
  • New Zealand
    • All New Zealand
    • Crime
    • Politics
    • Education
    • Open Justice
    • Scam Update
  • Herald NOW
  • On The Up
  • World
    • All World
    • Australia
    • Asia
    • UK
    • United States
    • Middle East
    • Europe
    • Pacific
  • Business
    • All Business
    • MarketsSharesCurrencyCommoditiesStock TakesCrypto
    • Markets with Madison
    • Media Insider
    • Business analysis
    • Personal financeKiwiSaverInterest ratesTaxInvestment
    • EconomyInflationGDPOfficial cash rateEmployment
    • Small business
    • Business reportsMood of the BoardroomProject AucklandSustainable business and financeCapital markets reportAgribusiness reportInfrastructure reportDynamic business
    • Deloitte Top 200 Awards
    • CompaniesAged CareAgribusinessAirlinesBanking and financeConstructionEnergyFreight and logisticsHealthcareManufacturingMedia and MarketingRetailTelecommunicationsTourism
  • Opinion
    • All Opinion
    • Analysis
    • Editorials
    • Business analysis
    • Premium opinion
    • Letters to the editor
  • Politics
  • Sport
    • All Sport
    • OlympicsParalympics
    • RugbySuper RugbyNPCAll BlacksBlack FernsRugby sevensSchool rugby
    • CricketBlack CapsWhite Ferns
    • Racing
    • NetballSilver Ferns
    • LeagueWarriorsNRL
    • FootballWellington PhoenixAuckland FCAll WhitesFootball FernsEnglish Premier League
    • GolfNZ Open
    • MotorsportFormula 1
    • Boxing
    • UFC
    • BasketballNBABreakersTall BlacksTall Ferns
    • Tennis
    • Cycling
    • Athletics
    • SailingAmerica's CupSailGP
    • Rowing
  • Lifestyle
    • All Lifestyle
    • Viva - Food, fashion & beauty
    • Society Insider
    • Royals
    • Sex & relationships
    • Food & drinkRecipesRecipe collectionsRestaurant reviewsRestaurant bookings
    • Health & wellbeing
    • Fashion & beauty
    • Pets & animals
    • The Selection - Shop the trendsShop fashionShop beautyShop entertainmentShop giftsShop home & living
    • Milford's Investing Place
  • Entertainment
    • All Entertainment
    • TV
    • MoviesMovie reviews
    • MusicMusic reviews
    • BooksBook reviews
    • Culture
    • ReviewsBook reviewsMovie reviewsMusic reviewsRestaurant reviews
  • Travel
    • All Travel
    • News
    • New ZealandNorthlandAucklandWellingtonCanterburyOtago / QueenstownNelson-TasmanBest NZ beaches
    • International travelAustraliaPacific IslandsEuropeUKUSAAfricaAsia
    • Rail holidays
    • Cruise holidays
    • Ski holidays
    • Luxury travel
    • Adventure travel
  • Kāhu Māori news
  • Environment
    • All Environment
    • Our Green Future
  • Talanoa Pacific news
  • Property
    • All Property
    • Property Insider
    • Interest rates tracker
    • Residential property listings
    • Commercial property listings
  • Health
  • Technology
    • All Technology
    • AI
    • Social media
  • Rural
    • All Rural
    • Dairy farming
    • Sheep & beef farming
    • Horticulture
    • Animal health
    • Rural business
    • Rural life
    • Rural technology
    • Opinion
    • Audio & podcasts
  • Weather forecasts
    • All Weather forecasts
    • Kaitaia
    • Whangārei
    • Dargaville
    • Auckland
    • Thames
    • Tauranga
    • Hamilton
    • Whakatāne
    • Rotorua
    • Tokoroa
    • Te Kuiti
    • Taumaranui
    • Taupō
    • Gisborne
    • New Plymouth
    • Napier
    • Hastings
    • Dannevirke
    • Whanganui
    • Palmerston North
    • Levin
    • Paraparaumu
    • Masterton
    • Wellington
    • Motueka
    • Nelson
    • Blenheim
    • Westport
    • Reefton
    • Kaikōura
    • Greymouth
    • Hokitika
    • Christchurch
    • Ashburton
    • Timaru
    • Wānaka
    • Oamaru
    • Queenstown
    • Dunedin
    • Gore
    • Invercargill
  • Meet the journalists
  • Promotions & competitions
  • OneRoof property listings
  • Driven car news

Puzzles & Quizzes

  • Puzzles
    • All Puzzles
    • Sudoku
    • Code Cracker
    • Crosswords
    • Cryptic crossword
    • Wordsearch
  • Quizzes
    • All Quizzes
    • Morning quiz
    • Afternoon quiz
    • Sports quiz

Regions

  • Northland
    • All Northland
    • Far North
    • Kaitaia
    • Kerikeri
    • Kaikohe
    • Bay of Islands
    • Whangarei
    • Dargaville
    • Kaipara
    • Mangawhai
  • Auckland
  • Waikato
    • All Waikato
    • Hamilton
    • Coromandel & Hauraki
    • Matamata & Piako
    • Cambridge
    • Te Awamutu
    • Tokoroa & South Waikato
    • Taupō & Tūrangi
  • Bay of Plenty
    • All Bay of Plenty
    • Katikati
    • Tauranga
    • Mount Maunganui
    • Pāpāmoa
    • Te Puke
    • Whakatāne
  • Rotorua
  • Hawke's Bay
    • All Hawke's Bay
    • Napier
    • Hastings
    • Havelock North
    • Central Hawke's Bay
    • Wairoa
  • Taranaki
    • All Taranaki
    • Stratford
    • New Plymouth
    • Hāwera
  • Manawatū - Whanganui
    • All Manawatū - Whanganui
    • Whanganui
    • Palmerston North
    • Manawatū
    • Tararua
    • Horowhenua
  • Wellington
    • All Wellington
    • Kapiti
    • Wairarapa
    • Upper Hutt
    • Lower Hutt
  • Nelson & Tasman
    • All Nelson & Tasman
    • Motueka
    • Nelson
    • Tasman
  • Marlborough
  • West Coast
  • Canterbury
    • All Canterbury
    • Kaikōura
    • Christchurch
    • Ashburton
    • Timaru
  • Otago
    • All Otago
    • Oamaru
    • Dunedin
    • Balclutha
    • Alexandra
    • Queenstown
    • Wanaka
  • Southland
    • All Southland
    • Invercargill
    • Gore
    • Stewart Island
  • Gisborne

Media

  • Video
    • All Video
    • NZ news video
    • Herald NOW
    • Business news video
    • Politics news video
    • Sport video
    • World news video
    • Lifestyle video
    • Entertainment video
    • Travel video
    • Markets with Madison
    • Kea Kids news
  • Podcasts
    • All Podcasts
    • The Front Page
    • On the Tiles
    • Ask me Anything
    • The Little Things
  • Cartoons
  • Photo galleries
  • Today's Paper - E-editions
  • Photo sales
  • Classifieds

NZME Network

  • Advertise with NZME
  • OneRoof
  • Driven Car Guide
  • BusinessDesk
  • Newstalk ZB
  • Sunlive
  • ZM
  • The Hits
  • Coast
  • Radio Hauraki
  • The Alternative Commentary Collective
  • Gold
  • Flava
  • iHeart Radio
  • Hokonui
  • Radio Wanaka
  • iHeartCountry New Zealand
  • Restaurant Hub
  • NZME Events

SubscribeSign In
Advertisement
Advertise with NZME.
Home / Business

Revealed: New Zealand's most complained about companies

Aimee Shaw
By Aimee Shaw
Business Reporter·NZ Herald·
16 Aug, 2018 01:19 AM4 mins to read

Subscribe to listen

Access to Herald Premium articles require a Premium subscription. Subscribe now to listen.
Already a subscriber?  Sign in here

Listening to articles is free for open-access content—explore other articles or learn more about text-to-speech.
‌
Save

    Share this article

Ticket reselling platform Viagogo is New Zealand’s most complained about retail company, receiving a whopping 400 complaints from consumers.

Ticket reselling platform Viagogo is New Zealand's most complained about retail company, receiving a whopping 400 complaints from consumers.

From January 2017 to April 30 this year, the Swiss-based company received a total 345 complaints lodged to the Commerce Commisson. That number has since risen to around 400.

Documents released under the Official Information Act reveal the majority of Viagogo's complaints were about its advertised ticket pricing which did not include additional fees, GST and currency conversion costs.

A string of other complaints included misleading claims it made that it was an official ticket vendor, for the non-delivery of tickets paid for, the inability for consumers to get a refund, labelling tickets as "limited" or "about to sell out" and not guaranteeing consumers would receive valid tickets to events.

The Herald has approached Viagogo for comment.

Advertisement
Advertise with NZME.
Advertisement
Advertise with NZME.

Consumer watchdog the Commerce Commission is now suing the company under the Fair Trading Act for breaches of consumer law.

Vodafone received 298 consumer complaints - the second largest amount taking into consideration complaints from last year and the first quarter of this year, many referring to billing issues with allegations of account errors and disputed charges over data use charges.

There were complaints about early terminations charges of contracts, late payment fees and the accessibility of contract terms and conditions.

Advertisement
Advertise with NZME.

Other complaints were for credit management, poor customer service, misleading claims about its ultra-fast broadband "Fibre X", recurring faults and network performance.

Vodafone told the Herald it was disappointed to be on the Commerce Commission's list of the most complained about companies.

"Our number one business priority is to improve our customer service," a spokeswoman for the telecommunications provider said. "We really care about our customers and want them to have a great experience, so we take this to heart. More than that, we have taken practical steps to move the dial."

The spokeswoman said Vodafone had last year appointed Helen van Orton, a customer operations director, to improve its customer service.

Discover more

Business

The cone head marketing lesson

14 Aug 08:00 PM
New Zealand|politics

Prime Minister helps launch Kiwi stories on global stage

15 Aug 06:44 AM
Opinion

How to set yourself up for a pay rise

15 Aug 04:00 AM
New Zealand

Revealed: Auckland's economic scorecard - How our biggest city is faring

15 Aug 06:19 PM

"In her first year in the role, changes to our customer experience approach have seen year-on-year complaints drop more than 50 per cent," she said.

"It matters to us when our customers are unhappy, and we are committed to continuously improving the experience our customers have."

Third on the list of the most complained about retail companies is Spark.

The telecommunications provider formerly known as Telecom received 256 complaints, 130 complaints more than Foodstuffs which operates supermarkets New World and Pak'nSave.

Spark complaints were similar to Vodafone's, largely about billing errors and disputed charges, contract terms, poor customer service and network faults.

There were also complaints and allegations about its sales tactics, including exaggerated benefits and misleading pricing, similarly to complaints about Vodafone.

Advertisement
Advertise with NZME.

Spark said the number of complaints about it were significantly lower to other companies.

"We believe that relative to other New Zealand businesses, including telcos, Spark has a significantly lower proportion of customers who need to resort to formal complaint channels," a Spark spokeswoman said.

"This is borne out by the recent Telecommunications Dispute Resolution (TDR) quarterly report which showed that customers of some of other telecommunications companies were over five times more likely to complain to the TDR than Spark customers.

"All customer complaints are taken very seriously and the vast majority of customers have their complaints resolved simply by talking directly to Spark."

Rob Limb, chief executive of digital insights company Track, which recently put out its annual customer service report, said telecommunications providers often rated low for good customer service due to outside influences, such as reliance on the infrastructure that makes such services possible.

For example, if a phone line dies or internet connectivity drops, it's often the provider that gets complaints, despite this being outside the control of the company.

Advertisement
Advertise with NZME.

In Track's Customer Experience Index it rated telecommunications providers as the companies which needed the most work to improve customer experience.

After Foodstuffs, 2degrees and Woolworths, formerly Progressive Enterprises, ranked in fifth and sixth place for the most amount of complaints received by the Commerce Commission last year and in the first quarter of this year.

The Warehouse and online marketplace Trade Me were also on the list, receiving 65 and 58 complaints each, respectively.

Airlines Air New Zealand and Jetstar were also complained about - 90 about the country's national carrier and 35 about Jetstar.

Save

    Share this article

Latest from Business

Premium
Opinion

Sasha Borissenko: Is gig work freedom or friction?

13 Jul 12:01 AM
Premium
Property

'Family endured difficult tenancy': Rental managers fined $9700

12 Jul 09:00 PM
Business|companies

New World customers warned after ‘password spraying’ attack

12 Jul 02:39 AM

Audi offers a sporty spin on city driving with the A3 Sportback and S3 Sportback

sponsored
Advertisement
Advertise with NZME.

Latest from Business

Premium
Sasha Borissenko: Is gig work freedom or friction?

Sasha Borissenko: Is gig work freedom or friction?

13 Jul 12:01 AM

OPINION: The Government is already moving to tighten up who an employee is.

Premium
'Family endured difficult tenancy': Rental managers fined $9700

'Family endured difficult tenancy': Rental managers fined $9700

12 Jul 09:00 PM
New World customers warned after ‘password spraying’ attack

New World customers warned after ‘password spraying’ attack

12 Jul 02:39 AM
Premium
Auckland retiree faces eviction as ground rent jumps 344%

Auckland retiree faces eviction as ground rent jumps 344%

12 Jul 12:01 AM
Gold demand soars amid global turmoil
sponsored

Gold demand soars amid global turmoil

NZ Herald
  • About NZ Herald
  • Meet the journalists
  • Newsletters
  • Classifieds
  • Help & support
  • Contact us
  • House rules
  • Privacy Policy
  • Terms of use
  • Competition terms & conditions
  • Our use of AI
Subscriber Services
  • NZ Herald e-editions
  • Daily puzzles & quizzes
  • Manage your digital subscription
  • Manage your print subscription
  • Subscribe to the NZ Herald newspaper
  • Subscribe to Herald Premium
  • Gift a subscription
  • Subscriber FAQs
  • Subscription terms & conditions
  • Promotions and subscriber benefits
NZME Network
  • The New Zealand Herald
  • The Northland Age
  • The Northern Advocate
  • Waikato Herald
  • Bay of Plenty Times
  • Rotorua Daily Post
  • Hawke's Bay Today
  • Whanganui Chronicle
  • Viva
  • NZ Listener
  • Newstalk ZB
  • BusinessDesk
  • OneRoof
  • Driven Car Guide
  • iHeart Radio
  • Restaurant Hub
NZME
  • About NZME
  • NZME careers
  • Advertise with NZME
  • Digital self-service advertising
  • Book your classified ad
  • Photo sales
  • NZME Events
  • © Copyright 2025 NZME Publishing Limited
TOP