Shellebrating* groundbreaking turtle research |

Source:

By Krysia Nowak and Karen Middlemiss

*While leatherback turtles don’t actually have a shell, they have pretty thick skins, so we think they wouldn’t mind the pun.

What if we told you the largest sea turtles in the world visit Aotearoa New Zealand and that our waters are important to their survival? That they’re Critically Endangered, and that we know almost nothing about how they spend their time here? 

You might say it’s about time we learn about them, and that’s exactly what we’re doing in our new research collaborating with USA-based Upwell Turtles.  

Turtles crossing borders 

Leatherback turtles aren’t worried about international boundaries.  

The leatherbacks which visit New Zealand waters are part of the Western Pacific population that forage on the US West Coast and then migrate some 12,000km to nesting beaches in Indonesia, Papua New Guinea, New Caledonia, and the Solomon Islands.  

Leatherbacks have been tagged for monitoring when they come ashore at nesting beaches overseas, but there aren’t many known foraging areas where it’s possible to tag them in open water and study their movements. The Bay of Plenty is one of those known areas. 

For the love of jelly(fish)

We have the opportunity to tag turtles at sea during summer and early autumn when our waters are full of their favourite food – jellyfish! 

Leatherbacks can weigh more than 350 kilograms and need to eat more than 1/2 their body weight in jellyfish to get enough energy for long trips. The jellyfish-rich waters off the Bay of Plenty are important to leatherback migration success.

Human for scale: Upwell Executive Director George Shillinger tagging nesting leatherbacks in Playa Grande Costa Rica in 2007 | Upwell Turtles

Running the gauntlet 

Leatherbacks face many risks in various countries across the huge distances they travel between foraging grounds and nesting beaches. Threats can include unintentional capture by fisheries (bycatch), the harvesting of adult turtles and eggs, plastic pollution, nesting beach habitat loss, climate change, and vessel strike.

Currently, the biggest threat to leatherback turtles, globally, is from commercial fishing. Most turtles accidentally caught by fisheries in New Zealand waters are released alive, but we need to learn how to reduce bycatch numbers to better protect them. 

It’s a minefield for a turtle travelling across international boundaries, and we’ve seen a decline in this population of over 80% in the last 40 years. That’s why international collaboration is so important for their research and conservation if we are to have any chance of recovering the population. 

Collaborating for conservation  

We’re working with scientists who have been studying leatherbacks for decades. Being able to work together to study their habitat use in New Zealand waters will be another piece in the migration puzzle for these ancient turtles. 

Dr George Shillinger, Executive Director of Upwell Turtles, says leatherbacks are among the most highly migratory and transboundary marine species on the planet.  

“Effective conservation requires international collaboration from nesting beaches all the way to distant foraging habitats.” 

Some of the leatherback researchers and partners out on the boat | DOC

Taking to the air 

Our turtle-team recently took to the air over the Bay of Plenty as a starting point to find out more about leatherbacks in New Zealand waters. We worked with Upwell Turtles, and with support and expertise from NIWA, Monash University (Australia), and Moss Landing Marine Laboratories (USA).  

While we had George and Scott here from Upwell Turtles, they graciously gave us some of their time and expertise, to help develop our own techniques to catch and tag leatherbacks. 

The international research crew monitoring for leatherbacks from a plane | Sean Williamson

Practice makes perfect 

Along with our international experts, we assembled an array of technical equipment, and formed a team including Tauranga DOC staff, Tuhua Island kaitiaki, and a local marine conservationist, all eager to embrace the challenge of finding and netting such large animals. 

Heading out on our DOC boat off the coast of Tauranga one calm, sunny weekend in March we focused our efforts on a large rubber fender co-opted as a ‘pretend’ turtle. Few fenders have had such an exciting couple of days! 

The team has now honed the required skills and techniques to safely net actual turtles. In future, when we do this for real, we will have a spotter plane in the air and other boats on the water to help us find turtles – leatherbacks can be tricky to spot from sea level. 

Where to from here? 

Because leatherback turtles have historically visited the Bay of Plenty, we’re working to build partnerships with local iwi and hapū, and the Bay of Plenty community, as well as collaborating with our research partners. 

We’re starting to plan our next steps into the world of tagging, aiming for next summer when the turtles and jellyfish have returned to the Bay.  

Everything we learn from tagging studies of leatherback turtles in our waters will help inform future conservation efforts for this species, which is so ancient we call it the tuatara of our oceans. We’ll be doing our part in the international effort to protect a species on the brink of extinction.   

How you can help leatherback turtles: 

• No marine turtles nest on beaches in New Zealand, any turtle on the beach should be reported immediately to 0800 DOC HOT (0800 362 468).
• Spot a sea turtle in the water around New Zealand? You can report sightings to turtles@doc.govt.nz 
• You can help protect leatherbacks and other marine animals by preventing plastics and pollution from reaching our oceans. 

What’s up with those Hut Books? |

Source:

DOC’s Intentions Books (also known as. hut books) are a vital tool for search and rescue. In this blog post, Land Search and Rescue and DOC team up to explain about what they are and how to use them.

What are intentions books?

These green books sit in every DOC hut. They have columns where visitors can record information about their trip plans (their intentions). This includes the number of people in your group and their names, date of arrival and departure, planned route from the hut, weather conditions and any comments.

You can also list your Backcountry Hut Pass number, if you have one – however, you don’t need a Backcountry Hut Pass to use the intentions book. It’s still important that you fill out the book even if you don’t have a hut pass.

Intentions books have useful safety information in the front of them, so it’s worth having a read.

Who can use one?

Everyone! We encourage anyone who passes a hut to fill in the intentions book, even if you aren’t staying the night or if you booked the hut online.

As well as writing in an intentions book, it’s also good to read one when you pass it. There may be important messages left in there.

Spot the Intentions Book 🔍

How do intentions books get used in a search and rescue?

Search and Rescue is often an intelligence-led activity. The more information searchers can collect, the better chance they have of understanding what happened and finding the missing person.

Intention books are an important part of gathering that information.

If a missing person has written their intentions into a book, it provides a last known point and helps narrow the search area.

Earlier this year, intentions book entries helped a search team find an overdue walker on the West Coast. The search team checked hut book entries and found that the walker had left details of his planned route in two hut books. This led the team to where to search and they found the missing walker alive and well.

Intentions book entries from people who aren’t missing can still help search and rescue teams. These are potential witnesses who could confirm to searchers whether the missing person has been seen at the hut, elsewhere, or not at all. It also helps searchers work out whether tracks/traces that they find belong to the missing person, or if they could have been left by other people in the same area.

Intentions books can also be used in searches to pass messages. If search and rescue teams visit a hut, they can leave a message for the subject of their search, telling them what to do if they reach that hut.

What should I write in an intentions book?

The more information you can put in there, the more it will help in a search and rescue.

We recommend that you describe your planned route from the hut in detail, so it would be clear to potential searchers exactly what route you were taking.

There is a comments section in the intentions book too, which is a useful place to share information about track conditions or other things that other track/hut users might need to know. For example, if you saw a wasp nest near one of the tracks leading to the hut, you could write in the comments section to look out for wasps on that track.

For telling us about accidents, safety issues or damage, phone 0800 DOC HOT, or if it’s not urgent, you could also use our web forms to report damage or accidents or safety issues, or talk to a local DOC Visitor Centre.

Carroll Hut.

” data-image-caption=”

Carroll Hut. Photo: Ruth McKie

” data-medium-file=”https://i0.wp.com/blog.doc.govt.nz/wp-content/uploads/2025/03/carroll-hut-internal-resize.jpg?fit=300%2C200&ssl=1″ data-large-file=”https://i0.wp.com/blog.doc.govt.nz/wp-content/uploads/2025/03/carroll-hut-internal-resize.jpg?fit=580%2C386&ssl=1″ src=”https://i0.wp.com/blog.doc.govt.nz/wp-content/uploads/2025/03/carroll-hut-internal-resize.jpg?resize=580%2C386&ssl=1″ alt=”Carroll Hut.” class=”wp-image-56119″ srcset=”https://i0.wp.com/blog.doc.govt.nz/wp-content/uploads/2025/03/carroll-hut-internal-resize.jpg?w=1000&ssl=1 1000w, https://i0.wp.com/blog.doc.govt.nz/wp-content/uploads/2025/03/carroll-hut-internal-resize.jpg?resize=300%2C200&ssl=1 300w, https://i0.wp.com/blog.doc.govt.nz/wp-content/uploads/2025/03/carroll-hut-internal-resize.jpg?resize=768%2C511&ssl=1 768w” sizes=”auto, (max-width: 580px) 100vw, 580px”/>

Carroll Hut. Photo: Ruth McKie

Get to know our marine mammals |

Source:

Today marks the start of Seaweek – Kaupapa Moana is New Zealand’s national week to celebrate all things marine. Whether you’re dusting off your snorkel, spotting crabs in rockpools, or binge watching your favourite nature docos, there are endless ways to deepen your connection with the sea.

Nearly half of the world’s dolphins and whales (cetacean species) spend time in New Zealand waters. At least 26 species of whale and 15 species of dolphins can be spotted here. Here are some identification tricks to keep up your sleeve, if you’re fortunate enough to catch a glimpse of one!

Bottlenose Dolphin

Bottlenose dolphins / terehu are easily identified by their short beak and hooked dorsal fin. They can be seen all around the New Zealand coast.

Illustration of bottlenose dolphin / terehu. Status: threatened (nationally endangered). Identification notes: hooked dorsal fin, lighter belly, domed head and short beak. Size up to 3.4m. Found all over New Zealand). Other dolphin species: orca, common dolphin, Hector’s dolphin, Māui dolphin, dusky dolphin, pilot whale.

Common and Dusky dolphins

Other species of dolphins include dusky, Hector’s and Māui, the common dolphin, orca (killer whale), and the misleadingly named pilot whale.

Common dolphins have a distinct ‘hourglass’ pattern on their sides, below the dorsal fin. They can live in pods of up to 1000 individuals.

Dusky are easily identified by their sloping forehead and dramatic contouring. Duskies are considered to be one of the most acrobatic dolphin species and will live for over 30 years.

The common dolphin (top) and the dusky dolphin (below) appear quite similar – but the differences in their foreheads and beaks make for easy identification. 📷: Callum Lilley (top) and Shellie Evans (below)

Hector’s and Māui dolphins

Hector’s and Māui are impossible to tell apart without DNA testing, but both are recognisable by their rounded, “Mickey Mouse” dorsal fin. They are the smallest species of dolphin in the world and are found only in New Zealand.

A pod of Hector’s dolphins with their distinctive rounded dorsal fin. 📷: Dina Engel and Andrea Maecker.

Pilot whales and orcas

Pilot whales (the dolphins) are often mistaken for orcas (also known as killer whales – coincidentally, also dolphins rather than whales). Pilot whales have a large, bulbous forehead and light grey or white streak behind their eyes that resemble angry eyebrows.

Top: pilot whale. Look at that glorious, bulbous forehead. 📷: Phillip O’Sullivan.
Lower: orca. 📷: Richard Kinsey.

Humpback whale

As for whales that are actually whales, there are five main types found in New Zealand’s waters: blues, humpbacks, southern right whales, Bryde’s, and sperm whales. The humpback whale is probably the easiest to identify of the lot, with their knobby heads and extremely long flippers:

Illustration of humpback whale / tohorā. Status: non-resident native (migrant). Identification notes: stubby dorsal fin, black/grey with white underside, knobbly protrusions, long flippers. Size 12 – 16 m. Found all over New Zealand. All whales are protected in New Zealand waters.

Other whale species: Southern right whale, blue whale, Bryde’s whale, Arnoux’s whale.

Southern right whale

But how to tell a sperm whale from a blue whale from a Southern right whale?

If it’s got wrinkly skin and a square face, it’s likely a sperm whale. Blue whales have a small, pointed dorsal fin well at the back of their body. No dorsal fin? It’s likely a Southern right whale. They’re identifiable by the calloused white patches on their faces which are actually colonies of whale lice. While that might sound unpleasant, there is no evidence so far that these lice are harming the whales. The lucky lice get a home and a free ride all over the southern oceans.

The southern right whale is returning to the mainland coast after being hunted nearly to extinction.
📷: Finlay Cox/DOC

There are many more species of whales to learn to identify, but don’t despair – there’s a quick guide available on our Whale and dolphin sighting report.

Seals and sea lions

Pinnipeds include seals and sea lions. Aotearoa have four main species of pinnipeds: the New Zealand fur seal, leopard seal, elephant seal, and seal lion. Kekeno / New Zealand fur seal are the most likely to be spotted around our coasts. 

Kekeno were once on the brink of extinction. In 1978, they were given full protection under the Marine Mammals Protection Act, and now can be seen on rocky shores around the country.

Illustration of New Zealand fur seal / kekeno. Status: Not threatened. Identification notes: Pointed nose, long whiskers (past the ears). Size 1.5-2.5 m. Found all over New Zealand. Other seal species: New Zealand sea lion.

Leopard seals / pakaka are easily identified by their leopard-like spots, large heads, slim bodies, and fantastic smiles.

Illustration Leopard seal / pakaka. Status: At risk (naturally uncommon). Identification notes: Leopard-like spots, light grey belly and throat, large head and jaws. Size 3-4 m. Found all over New Zealand.

New Zealand sea lions / pakake can sometimes be confused with a fur seal. Key things to remember: they are typically larger, chunkier, and have short whiskers.

New Zealand sea lion. Status: Threatened (Nationally Vulnerable). Identification notes: Blunt nose, short whiskers. Males brown to black body, females creamy grey. Size 1.6 – 3.5 m. Found in the southern South Island.

The Southern elephant seal / ihupuku is sometimes mistaken for the NZ sea lion. A notable feature is their inflatable proboscus (snout). They are the largest of all pinnipeds, and the second largest marine mammal. Males of this species can reach up to 3,600 kg.

Southern elephant seal. Status: Threatened (Nationally Critical). Identification notes: Inflatable snout and large lower teeth. Size 2 – 5 m. Found in the southern South Island.

We want to hear about any marine mammal sightings you have while enjoying the ocean.

Please visit our website to learn how to identify an animal and report a sighting.

DOC has guides for identifying protected species on our Resources for Fishers page.

Download the marine mammal identification guide.

Leaves of hope; first signs of mistletoe success at Pirongia

Source:

Date:  29 April 2025

Long-term restoration efforts began at Pirongia in the early 2000s, and DOC’s Waikato team has been working with Pirongia Te Aroaro ō Kahu Restoration Society, Te Pahū Landcare, and local iwi to restore the maunga and reintroduce native species.

DOC Waikato Biodiversity Ranger Cara Hansen says the mistletoe species were historically found on the maunga, but the introduction of possums to New Zealand completely wiped the plants out.

“Possums are the main threat to mistletoe,” Cara says. “They love it and will often devour the entire plant if they can. Controlling them is vital; this mistletoe species is only found in New Zealand, just like a massive 84% of our native plants. Species like this need our help, and it’s great to work alongside iwi and the community to protect them.”

Beginning in 2023, the translocation of pirita/mistletoe (Ileostylus micranthus and Tupeia antarctica) saw DOC staff and volunteers attach seeds to dozens of host trees at Kaniwhaniwha and Pirongia Lodge on the edge of Pirongia Forest Park. The translocation method is simple, swiping the sticky mistletoe seeds on to host trees, much like birds do when naturally spreading the seeds.

Each host tree received between 10 and 20 mistletoe seeds, which were sourced from a property near Maungatautari. Recent monitoring of 18 host trees at Kaniwhaniwha showed 53 individual mistletoe plants had germinated, and after one year they had between two and four leaves each.

“The plants can be a little slow to get going, so they’re still pretty tiny,” Cara says. “Once they germinate, they can take a while to attach successfully to the host tree, and will reach maturity in about five years. By then, they’ll have grown to the size of a basketball, and will have started producing fruit.”

“Over a 10-year period, mistletoe seed will be sown into trees around Pirongia. Sites like Kaniwhaniwha campground are great, as they have a good range of hosts and a lot of light, which really helps the mistletoe since they photosynthesize in addition to taking food and water from their host trees.”

“Even though this is a great sign, we’re not out of the woods yet,” says Cara. “Continued control of possums and rats at place is key to the project’s success, both to protect mistletoe from browsing pressure, and to increase the native bird species who act as pollinators and seed-dispersers.”

Pirongia is part of DOC’s National Predator Control Programme, which uses aerially applied toxins to control possums & rats. The two community groups have also contributed to the programme with extensive ground control efforts.

Aotearoa New Zealand has more threatened species than anywhere else in the world, with more than 4000 considered threatened or at risk of extinction. Most of these are only found here, so once they’re gone, they’ll be gone for good.

Background information

New Zealand has nine mistletoe species, and the fruit they produce is key food source for many native birds.

Host tree species for the translocation a Pirongia include mangeao, mahoe and kohūhū.

Contact

For media enquiries contact:

Email: media@doc.govt.nz

Public warned to keep away from Omaha sand dunes after sea snake spotted

Source:

Date:  27 April 2025

DOC Senior Ranger Karl Fisher says he was alerted to the discovery by a member of the public who emailed a photo, and the snake has been identified.

“We have sent one of our rangers to check it out, but in the meantime, we want people and their dogs to stay away from the dunes at the southern end of Omaha beach. We don’t usually see these snakes on land but with the type of weather we’ve been having, it may have been blown ashore.” 

Karl Fisher says the yellow-bellied sea snakes are venomous and can be aggressive. They are found throughout the Pacific Ocean and are native to New Zealand.

“It’s very uncommon to see them on land, but with the extreme weather we’ve had recently, we are seeing all kinds of birds and sea life being blown ashore.”

He says that once the ranger has visited the site to check the snake out, the area will be cordoned off and a decision on what to do with the snake will be made.

“In the meantime, we want to make sure the public are aware and especially dog walkers or any children playing in the area.”

It’s illegal to kill native sea snakes or possess one. The public are encouraged to report all sightings to DOC using the hotline 0800 DOC HOT (0800 362 468).

Bridge on popular Hooker Valley Track at Aoraki/Mount Cook closed after heavy rainfall

Source:

Date:  23 April 2025

The second bridge on the Hooker Valley Track has been impacted by riverbank erosion from wind and rain events over the past few years and is also susceptible to heavy snowfalls.

DOC staff and engineers have been closely monitoring riverbank erosion at the bridge, and following the recent heavy rain over Easter, the bridge was closed.

“We’ve been managing the second bridge for the past couple of years, adding micro piling and other measures but continued erosion of the riverbank, with the prospect of more heavy rain and snow loading this winter, we have made the decision to close the bridge permanently,” says DOC Director of Asset Management Shan Baththana.

DOC Aoraki/Mount Cook Operations Manager Sally Jones says while it’s disappointing to have to close the bridge, public safety is DOC’s number one priority.

“Walking up the Hooker Valley to see Aoraki and staying at the popular Hooker Hut is a highlight for many visitors and the temporary closure of part of the track will disrupt plans. But public safety is always number one.”

“We’re now focused on securing the site around the second bridge. The walk up to the first swing bridge on the Hooker Valley track is still open and we hope to open more of the track once a barrier gate is in place and the site around the second bridge is secured and safe. In the meantime, there are also several other beautiful and accessible walks that remain open and offer those stunning views of Aoraki that people love. Kea Point is a great place for visitors to get those once in a lifetime photos. Aoraki/Mount Village is still very much open for business.”

Sally Jones says what’s exciting is the new 189-metre-long suspension bridge being built on the Hooker Valley track.

She says the new bridge is a significant investment in the long-term resilience of the Hooker Valley Track. Once complete, it will be the longest pedestrian suspension bridge in the country — and a remarkable way to safely experience the power and beauty of this landscape.

The new bridge has been specifically designed to withstand more extreme weather events.

“One of New Zealand’s best day hikes, Hooker Valley Track is used by around half a million visitors annually and is the most popular visitor attraction in the Aoraki/Mount Cook National Park. We are committed to investing in these well-loved nature experiences. We need to continue to provide safe access and make sure our infrastructure is future proofed against the effects of climate change, rainfall and winds. Nature is our most important economic asset and sustains industries like tourism.”

Sally Jones says work has already started on the bridge project with track building around the site. The aim is to have it open in autumn 2026.

Aoraki/Mount Cook National Park has over one million visitors annually and is second only to Fiordland in terms of most popular New Zealand national parks for international visitors.

Sally Jones says the number of visitors is increasing and she does have a message for those visiting Aoraki/Mount Cook.

“A concerning trend we’re seeing is visitors going off track through fragile vegetation and rocky terrain. This not only causes lasting damage to the environment — it also puts people at real risk. The landscape here is breathtaking but unforgiving. We ask everyone to think carefully about where they’re walking and climbing, and to stick to marked tracks for their own safety and to help protect this special place for others.
We all have a responsibility to do this. DOC staff work hard to keep people safe and over the next year while we are building the new bridge, we need everyone to respect the environment and the advice we give.”

Contact

For media enquiries contact:

Email: media@doc.govt.nz

Temporary closure for North Taranaki Visitor Centre

Source:

Date:  22 April 2025

DOC’s Acting Taranaki Operations Manager Phil Melgren says the visitor centre building was identified as needing replacement several years ago, due to its age and condition. Through an agreement between DOC and Te Atiawa, the iwi will lead on demolition of the existing building and construction of the new facility.

Phil says the current visitor centre will close at 3.30pm on 27 April 2025 – at the end of the current school holidays.

“The visitor centre will be closed for a minimum of three days during the transition period. A DOC staff member will be on site to provide information to visitors.”

The temporary visitor centre building is on site and is being readied to be opened on 2 May. It is in the upper car park along with new visitor toilets.  The temporary visitor centre and toilets have been designed with ramps to be fully accessible.

Phil says the temporary visitor is expected to operate for two years while the new facility is constructed. It will have the same opening hours – 8.30 am to 3.30 pm seven days a week – with the same services for information, hut tickets and some retail offering, particularly gear to help visitors keep safe and warm on the maunga.

Demolition of the old visitor centre will start in the middle of May. The first thing visitors will see is some vegetation clearing and fencing going in place.

Contact

For media enquiries contact:

Email: media@doc.govt.nz

Mautohe Cathedral Cove reopens – visitors urged to exercise caution

Source:

Date:  19 April 2025

Assessments show walking access can be reopened but visitors need to be prepared, says DOC Operations Manager Nick Kelly.

“High tides and storm surges are still present on the beach. Check the weather forecast via MetService and plan your visit during low tide.”

“DOC rangers have been on-site inspecting the infrastructure, which has held up well, despite a couple of trees down and some damage to signs.”

Nick Kelly noted that while most people respected the closure during the severe weather, some ignored the signs and barrier.

“It’s really disappointing to see people purposefully ignoring the closure and putting themselves in unnecessary danger during a major storm event when emergency services are needed elsewhere.”

“On top of that, it encourages tourists without the skill and local knowledge to follow suit and put themselves at risk too. We need community members to be exemplars for respecting this place and looking out for our visitors.”

Mautohe Cathedral Cove is one of Coromandel and New Zealand’s most picturesque and iconic coastal locations, famous for its rock arch. However, the area is prone to geological and landslide risk, particularly after heavy rain.

DOC’s Trigger Action Response Plan for Mautohe Cathedral Cove guides decision-making for track closures at the site.

DOC will continue to monitor the site for potential risks and land movement over the coming days.

Contact

For media enquiries contact:

Email: media@doc.govt.nz

Monitoring the system – Results of the 2024 New Zealand Consumer Survey are now available

Source:

The latest consumer survey was undertaken earlier this year, and was for the first time completed entirely online.

The survey, which is under taken every two years, had 3,500 participants and was a joint collaboration between MBIE’s Consumer Services and the Commerce Commission. This survey is the fifth in the series, providing trend analysis over a substantial period of time.

These results have now been published and offer a comprehensive picture of consumer confidence, experience, and overall awareness of consumer matters. As a result, the Ministry of Business, Employment and Innovation (MBIE) is better positioned to work with our partners in the system to empower and build the capability of everyday consumers to resolve issues.

Some of the key findings show;

Purchasing, and reports of problems have both decreased since the previous survey in 2022

Consumers are significantly less likely to have purchased items in many of the product and service categories in 2024 compared to 2022. Concurrently, fewer consumers report having experienced a problem with a product or service over the last two years, down from 55% in 2022 to 41% in 2024.

Of those who had a problem with a purchase, 68% took action to resolve their most recent problem which is approximately in line with the results seen in 2022 (67%).

Motor vehicles from a private seller have the highest incidence of problems (22% vs 12% avg)

This has significantly increased in prevalence since 2022 and motor vehicles from a car dealer follow closely behind with 17% incidence of problems. Private vehicle sales are also the most expensive to fix, with overall cost to fix averaging over $12,000.

Only half of consumers (52%) agree that there is adequate access to services that help resolve disputes

Use of dispute resolution services has increased in 2024, however of the 68% of consumers who took action to resolve a problem in the last two years, only 17% contacted a dispute resolution service, (up from 11% in 2022). Feedback on the survey shows that a lack of knowledge is the main barrier to use of dispute resolutions services.

Online purchases continue to grow

The vast majority (93%) of consumers have made an online purchase in the last six months and there is a slow but steady increase in the number of consumers who shop online frequently, up to 65% in 2024 compared to 62% in 2022 and 58% in 2020. However, online purchases had a lower incidence of problems (42%) than offline purchases (58%) and they are more likely to be a result of non-delivery and less likely to be faulty or damaged.

Knowledge of consumer rights and legislation remains high, but knowing more is key to resolving issues

Almost all consumers (94%) are aware that New Zealand laws exist to protect basic consumer rights when purchasing products and services, and just over half (55%) say that they know at least a moderate amount about their rights.

Knowledge of rights is important because those who know little or nothing about their consumer rights are significantly less likely (61% and 48% respectively) to seek resolution if a problem occurs. 

The full New Zealand Consumer Survey 2024 can be found here.

New Zealand consumer surveys(external link) — Ministry of Business, Innovation, & Employment

Consumer information – Serene Heaters safety recall

Source:

Following WorkSafe prohibition notice on Serene S2068 wall mounted bathroom heaters, MBIE has worked with suppliers to recall this product from the New Zealand market.

This applies to all units imported, sold, or installed since June 2018.

More information about this recall and the retailers who are working with MBIE:

Serene S2068 Bathroom Heater. Originally published February 2024(external link) — Product Safety New Zealand

The hazard

Serene S2068 heaters have a manufacturing defect. There have been 17 reported fire events associated with these heaters.
There is a significant risk of people being seriously harmed and property being damaged.

What are my rights around unsafe products?

The Consumer Guarantees Act (CGA) guarantees that products must be of acceptable quality, including safe to use. Where a product is unsafe – or doesn’t meet mandatory product safety requirements – you have the right to return it to the business who you purchased it from for a refund, repair, or replacement.

These rights apply regardless of whether the retailer has issued a voluntary recall.

More information about your rights under the CGA:

Consumer Guarantees Act

Check if this heater is in your home

The prohibited S2068 heater is described as:

  • Wall mounted fan heater with step-down thermostat with pull-cord on-off switch, for fixed-wired installation in bathrooms and similar locations
  • Mirror polished stainless steel metal shell with die cast grille OR White shell with die cast grille
  • Dimensions: 300 mm wide, 210 mm high and 110 mm deep.  

Serene S2068 Bathroom Heater. Originally published February 2024(external link) — Product Safety New Zealand

What you should do if you have a Serene bathroom heater in your home or rental property

Check to see if you have an affected heater with model number S2068. If you do, stop using it immediately.

Consumers can contact the business to return the goods under the Consumer Guarantees Act and ask the supplier they purchased it from for a safe replacement (if available) or a refund.

If the heater has been installed by fixed wiring, consumers can also require the supplier to arrange for its removal by an electrician.

If consumers can’t identify the supplier, they will have to arrange an electrician to remove this heater at their own cost.

If the heater is plugged into the wall, consumers can switch off the electricity, unplug, and remove the heater.

Please ensure that all units are safely disposed of so they cannot be reused or resold.

If you are a tenant of a rental property, discuss a course of action with your landlord.

Are there other Serene models affected?

Energy Safety have also issued notices on two other models.

  • They have prohibited sale, installation, and importation of Serene S207T wall mounted bathroom heaters. This prohibition applies to all units imported, sold, or installed since January 2018.
  • Serene S2069 wall mounted bathroom heaters imported, purchased, or installed after June 2018 have had their approval withdrawn. This confirms they cannot be legally sold in New Zealand.

Although Energy Safety have not declared these two models to be unsafe, they advise there is a low risk from continued use. If consumers observe an unusual smell or noise from the heater, do not use it and contact an electrical worker to check it over. You can also report the incident to WorkSafe for further investigation.

Notification of a non-workplace event(external link) — WorkSafe New Zealand

If you have a S2069 or S207T installed in your home and are concerned, you can also contact the supplier to seek a remedy under the CGA. Some suppliers have also undertaken a voluntary recall of these heaters. You can also find out more on the Product Safety New Zealand website:

Serene S207T Bathroom Heater(external link) — Product Safety New Zealand
Serene S2069 Bathroom Heater(external link) — Product Safety New Zealand

More help

We recommend that you first contact the business you purchased the heater from to agree a course of action and appropriate remedy.

If you have questions about your rights or need help to get a fair deal we suggest you contact your local Citizens Advice Bureau or use this website to learn about your next steps to resolve your issue.