SPEECH BY KEITH MANCH

GENERAL MANAGER

MINISTRY OF CONSUMER AFFAIRS

LAUNCH OF CONSUMER INFORMATION SERVICE

22 JULY 1997

Kia Ora, Kia Orana, Ni Sa Bula, Fakaalofa Atu, Talofa, Taloha Ni, Malo E Lelei, Greetings

Introduction:

"You’ll see more of us," is the catch cry around our office at the moment. Our staff are looking forward to making direct contact with consumers who have not in the past been accessing our service. They’re looking forward to the face-to-face contact with low income, Maori and Pacific Island consumers as the most effective way of communicating with these people.

We have had a close look at the way we have been providing consumer information and education. This told us that we had to change our approach if we were to be more effective in reaching those consumers who need us most. This involves a shift in the way we use our resources. We are aiming to do better with what we have got, not to reduce the amount of resource applied to this area of our work.

The new service involves:

• more work directly with target consumers who have problems involving significant detriment;
• increased information and education work with target consumers;
• more trader compliance work;
• enhanced networking with key Government and community agencies;
• more focused and planned media work aimed at target groups;
• extra support and training for agencies who provide free consumer advice services;
• improved information resources for schools and TOPS;
• no public telephone advice service.

This is:

• face to face contact;
• having staff who are known and trusted in the communities they work in;
• placing information in the hands of the community; and
• providing direct assistance to some people who are unable to deal with their own significant consumer problems because of the complexity of the issue.

Other work of the Ministry:

So, how does this new service fit in with the overall work of the Ministry?

The changes we are making are consistent with the government's strategic objectives, particularly in the areas of enterprise and innovation (promoting the efficient use of resources in the economy) and the Treaty of Waitangi (development of policies and processes that lead towards closing the economic and social gaps between Maori and non-Maori).

The new service will be very effective as part of the Ministry’s overall approach in seeking to achieve a fair and informed marketplace.

It will complement and be complemented by the other work we do in policy development, consumer safety and trade measurement, in helping to see that consumers in New Zealand have their legitimate rights and interests met. And it is important to note here that the work the Ministry does in these areas is of benefit to all consumers, including those in our target groups.

I am referring here to things such as:
• the administration of the Consumer Guarantees Act and other consumer legislation;
• work with business to ensure that products sold to all consumers in New Zealand are safe; and
• the administration and enforcement of Weights and Measures legislation that helps to ensure we all get what we pay for!

The introduction of the new service is exciting and challenging. For many years the Ministry has been undertaking a limited amount of work in areas that the new service will involve, and we know it works.

However, a number of key people and organisations we work with will be affected by changes. There will be added pressure on a variety of agencies who will end up dealing with consumers who may otherwise have called our telephone service. We have recognised this as far as is possible in the support we will continue to provide those agencies. Before I hand over to the next speaker I want to pass on my thanks to the people who have worked to create the new service. The work has been done by people in the Ministry. I think it has been exciting and challenging. I know it has been frustrating and difficult, but I hope it is rewarding to see the results being launched today.

I would also like to thank all of the people who have given us their time and energy responding to questionnaires, attending focus groups and providing their comments and expertise to help us determine the shape of this new service. Soon we hope you’ll see even more of us!