Complaints Resolution

While complaints from consumers or independent direct seller representatives are rare, Direct Selling New Zealand Incorporated is committed to assisting you if the need arises.

Our self-regulatory framework requires all member companies and their representatives to comply with our Code of Practice. If you believe a member company is engaging in illegal business practices or violating the Code, we recommend following the steps outlined below.

Your confidence matters – and we’re here to ensure fairness, transparency, and accountability.

Complaint Resolution Process

Step 1: Contact the Company Directly

Please attempt to resolve the matter with the member company first.

Your written complaint should include:

• Specific details of the issue, including dates
• Names of parties involved
• Any responses received so far
• Current status of the complaint
• How you would like the issue resolved

Additional suggestions:

• Identify the specific clause in the Code of Practice you believe was not followed.
• Review the terms and conditions of your agreement with the member company.

Step 2: Escalate to DSNZ

If the member company does not resolve your complaint within 10 clear business days, you may submit it to us using the form below.

If we cannot resolve the complaint within 20 business days, and it is determined that the member has not engaged in sanctionable conduct, we will advise alternative dispute resolution services.

If the complaint is of a commercial nature and not covered by the Code, we will inform you in writing.

By submitting the form, you authorise DSNZ to contact the member company on your behalf.

Your complaint will be managed by Direct Selling New Zealand Incorporated, in conjunction with our Code Administrator (if required). The Code Administrator is an independent expert appointed under our Constitution to oversee compliance with the Code.