* (CHEERFUL THEME MUSIC) Tonight ` a bizarre identity crisis. It appears your name has been incorrectly assigned. She's lived her life not knowing who she really is. A little annoyed that it had happened, and pretty sure my parents didn't know. And she's probably not alone. Do you reckon you're the only person with this problem? No. Plus, the fight against legalised ticket scalping. Three people are being ripped off ` the artist, the promoter and the public. Could this be the start of a fan-powered revolution? I don't want to disappoint my fans. And an insurance claim has got a weekend hack really hacked off. Without any of us knowing, the money we're paying hasn't been buying insurance. So where's it gone? Copyright Able 2018 Kia ora. Welcome to the show. We lead tonight with a bizarre identity crisis. In New Zealand there are strict rules around what you can and can't call your baby. The list of no-nos includes Justice, King, Prince, Princess, Duke, Major, Lucifer, Lady, Messiah, Christ, Rogue, 4Real, Mafia, No Fear, Sex Fruit and V8. That's a small list I put together. It's a bit alarming. It's quite a list. But it is a little-known rule governing surnames that's got us concerned. And it could have far-reaching consequences for many New Zealanders. (ELO'S 'DON'T BRING ME DOWN' PLAYS) Fair Go, on occasions, does do house calls,... like a doctor or a vacuum-cleaner salesman. This must be the place. We are here to see a woman called Leah. I'm not actually sure of her last name. In fact, she's not sure of her last name. Probably, by the end of this story, you're not going to be sure of your last name either. Leah. Leah who? So Leah's big problem is her name. And we can't fix it, but we can help... Oh, this is exciting. ...by giving her a lift to get help. So, Leah, what is your last name? I'm driving Leah ` last name Warburton. Except she's not Leah Warburton legally. Her surname's been changed to Hardman. You'll never guess who did it. Your surname name may have been changed as well, and you won't have a clue. Do you reckon you're the only person with this problem? So we're dropping Leah at the place that changed her name, in the hope they can change it back. Do you know what I'm gonna say to you? Leah Warburton, Leah Hardman ` whoever you are ` good luck. Leah, whatever her name is, lives alone in Manukau. She's fine with that. She spends a lot of time on her couch, but she's not lazy. Her condition means she can't drive, has never left New Zealand, so doesn't have a passport. Leah wanted some photo ID, an 18+ card, which required a birth certificate. Her original birth certificate was deemed too old, so she ordered a new one... from Births, Deaths and Marriages. Leah was perplexed. Later in an email, Births, Deaths and Marriages confirmed... Leah's surname was incorrectly assigned by Births, Deaths and Marriages, which means they put the wrong surname on her official record. But here's really interesting thing ` they didn't do it when Leah was born. They did it 27 years later, and didn't tell her about it. I couldn't house-call the man with all the answers because bad weather grounded my flight. So instead of face-to-face, we did camera-to-camera. What is your name? I'm Adrian Jarvis and I am deputy registrar general for Births, Deaths and Marriages. Are you sure? I'm pretty sure I am. Adrian Jarvis has come to tell me how his department gave Leah an incorrect last name. It's quite a story. So in Leah's case, because she was born before 1972, Births, Deaths and Marriages didn't record the surnames of any births at that time. Amazingly, before 1972 the government didn't record any surnames. They did go on birth certificates, which parents took home, but the government did not keep a copy. Why did they not, before 1972, record someone's surname? That seems a bit absurd. The legislation at the time said that surnames did not need to be kept, which of course was changed after 1972. So in 1995, with the move to digital on the horizon, the government passed a law giving them the right to allocate every New Zealander born before 1972 a surname. That's roughly 2.4 million New Zealanders they had to name. That's a lot of naming. It is a lot of naming, and part of that reason was because we went to digitise records in 1998, and so, knowing that that was an issue that needed to be sorted out for the purposes of searching, that's part of the reason why that was done was well. But the government never asked you what surname you preferred. They simply had a guess ` an educated guess ` and never told you about it. How did you decide what names you gave people? That was a law that was introduced in 1995. And the law at the time stated that if parents of child were unmarried then they child would be assigned the mother's surname. If the parents at the time were married, the child would be given the father's surname. Why did you not tell people you were giving them a legal name? Simply because people of the amount of people, I would imagine. As you rightly say, I wasn't here in 1995. However, given the population of New Zealand, the complexity of the issue, it was decided at the time that it was better to be done as we went ` so, as people required a new birth certificate. Which meant Leah Warburton, whose parents were unmarried, was given her mother's name, Hardman, even though her parents gave her her father's surname, Warburton. So, legally, you might be like Leah and using the wrong name. So I give that about seven minutes. Which is why after a moment or two at Internal Affairs in Manukau, Leah has applied to change her name back to what she originally thought it was. It cost her nothing, and you may have to do it too. How does it feel? (LAUGHS) Cross-stich has taught Leah patience. Her paperwork is being processed in Wellington. She's hopeful she'll have her old name back by the end of the month. If you are at all worried that you might be caught in the same bizarre predicament as Leah, go to our Facebook page. We have all the details of how you can get in touch with Internal Affairs. And as for Leah, she's got new birth certificate with her old name. It arrived in the post on Friday. Good. Coming up after the break, we have some great news for Kiwi concert-goers. Three people are being ripped off ` the artist, the promoter and the public. We all hate legalised ticket scalping. Finally, help is at hand. The more the public can talk about it, and then the government will have to do something. Yep, we've got some good news that will get music fans singing for joy. I don't want to disappoint my fans. And an insurance claim has got this weekend hack really hacked off. Without any of us knowing, the money we're paying hasn't been buying insurance. So where's it gone? Welcome back. We are pleased to report that the revolution has begun. For the past year, we've been banging on about legalised ticket scalping. Angry music fans have declared Viagogo a no-no. And Ticketmaster Resale has also got you screaming in anger. We promised we would campaign for an end to ticketing rip-offs. And tonight we've got some really good news. Here's Anna. # We'll stay... Great news for concert fans. CROWD: # ...forever this way. But even better news for Celine fans. Because pressure from us ` and you ` has changed the way Celine Dion's third concert is being sold. We've managed to convince Ticketmaster not to flick Ticketmaster Resale on for that show. That took quite a bit of negotiation ` shouting, you might say ` but some negotiation. We're thrilled about that. Yep, you heard right. Frontier Touring, the country's biggest concert promoter and the one bringing out Celine, is refusing to allow ticket sales on Ticketmaster's Resale website. Even though we've lobbied intensively with Ticketmaster not to have Resale, we've had no luck until Celine. And it's been a lot of pressure we've put on them. This is a one-off deal, isn't it? It's a one-off deal, but hopefully it'll be the way of the future, we hope. Merci beaucoup. The fight for fans' rights just got real. Three people are being ripped off ` the artist, the promoter and the public. When Celine's concerts first went on sale two weeks ago, fans all over the country were fuming after tickets sold out in minutes, only to pop up on Ticketmaster Resale for hundreds of dollars more. It makes my blood bubble with temper. I think something suspect is going on. I want to know how Ticketmaster can allow this to happen. At the time Ticketmaster told us,... We weren't the only ones left a little unimpressed by that. After our story went to air, Celine's promoter Frontier got in touch. They weren't happy. If our prime ticketer, who's owned by Live Nation, who also owns Spark Arena ` we have no choice in what ticketer we use ` if they are putting tickets on Ticketmaster Resale, well, that's ridiculous. We're up in arms about it. How can that be? So what does Ticketmaster have to say now that its Resale site is being side-lined for Celine's third gig? It sent us a very similar statement to last time, but with this new line added ` We think the key word there is 'directly'. Ticketmaster Resale and Viagogo have been in the spotlight for all the wrong reasons,... # Too hot! ...after some Bruno Mars fans missed out on his concerts because of invalid tickets bought from Viagogo. In case you don't know by now, Viagogo is a Via-no-go. The website has tickets for sale for desperate fans, but at super-inflated prices. Our story on the ticket seller last year got the government involved. Absolutely appalled. Because just as you have discovered with me, I'm not somebody who buys tickets online. Well, there are many New Zealanders who don't buy things online, and we need to be sure that they are really well protected. But the then-minister later said there was limited evidence ticket-scalping was a widespread issue. Our investigation saw the Commerce Commission announce it was looking into Viagogo. Right now, it's working out whether it can enforce our consumer laws against the Swiss company. # If I lost you, would I cry? # For all you fans who have managed to nab a ticket to see your idol, well done. The more the public can talk about it, in association with the promoters, the better, and then the government will have to do something. For the rest of you still smarting from the effects of ticket resellers, we've got your back, and we're gonna keep asking questions, because we think all fans deserve a fair go. Wow. This is a really significant development. And it shows that companies watch Facebook pages ` especially ours ` and they did not like the heat that you guys were giving them about this. Well done. Yes indeed. If you're keen to get tickets to Celine's third show, they go on sale on March 22nd ` pop it in the calendar ` and they are through authorised ticket sellers only. If you're not sure who that is, go to Frontier Touring's website. Right. Moving along, Kiwis love their golf. We have more golf courses per capita than any other country in the world. Wow! The game is basically an encyclopaedic catalogue of dos and don'ts. You pretty much need a law degree to understand the rules, sub-rules, sub-sub-rules and sub-sub-sub-rules. I hate those sub-sub-sub-rules. Weird, wacky and bizarre rulings are part of the game. But a little known rule about insurance has got one mid-week hack really tee'd off. Here's Garth. Some say golf is a good walk spoiled. But 18 holes, every emotion is right there. Ooh, Brucie, that could be a bit big! This is golf the way most play it. No tigers in these woods, either ` just four mates playing a round, keeping score, and having a laugh at the duffer up from Auckland, who hits every tree he sees. (LAUGHS) I would have bet you couldn't hit that! I tell you, I'm no athlete. Nor is Barrie Short, but Barrie likes his golf. It's a wonderful day out. It really is. It's great fun. He's one of those 104,000 players, paid up and registered with NZ Golf. I'm in the top 85% of New Zealand golfers. That's how it comes out on the dot golf ` you're on the top 85%. You go, 'Wow! There's only 15% worse!' (CHUCKLES) Barrie is a member here at the Pines at Parua Bay, near Whangarei. But there's trouble in paradise. Since I first started golf, I've always understood that when you pay your subs a small portion goes to New Zealand Golf, and another small portion goes to paying for a small insurance policy which covers theft of gear and breakage of gear ` you know, but it's minor. And ever since I've been playing, that's always been so. He made one little claim years ago. Then a few months ago, when burglars struck at the club? They smashed that there. They got the hasp open, opened it up. They stole Barrie's clubs and gear. That one was there ` a far newer, nicer cart than mine. That's a lovely cart. And the prick passed that up and stole my old bastard. The thieves fled on Barrie's golf cart after hot-wiring it. So they drove it down the road without a seat on. So they're really, really mental giants (!) Crafty enough to pull this trick, though. Some fella rang the cops and said, 'I'm a good citizen. I've found this golf cart. 'I'll bring it down the police station.' So we all stopped looking for it. And that was the last thing we ever heard of it. That was a little something to throw you off the trail. Yes. They were never caught. Barrie was a bit narked. Ooh, it did absolutely piss me off, losing the cart and our gear. But it's a vanishing insurance policy from NZ Golf that has left him puzzled and peeved. They said, 'Oh, no, you're not a member of our scheme. Bugger off!' His words. The insurance broker was much more polite. But the result is the same. Barrie has discovered the old NZ Golf insurance scheme has been wound up and a new and more expensive opt-in scheme introduced ` one that would cover him and any golfer who has had gear damaged or pinched at the club ` if they know about the policy, of course. If you're playing golf, there are rules. And you don't expect them to change without warning. But that's the situation Barrie has found himself in. So you made a legit claim? Absolutely. The manager thought it was legit. It was his idea I put the claim in, and I agreed with him. So I put the legit claim in and then we discovered December 2016 it had all changed, and New Zealand Golf said, 'Oh, we sent you out an A4 flat-pack and emails telling you all about it.' Well, the manager and the secretary went through everything they had in the club there, could find no flat-pack, could find no printed paper, could find no emails in the email account or the trash or the junk or anywhere. They had no notification. Fair Go has seen requests by the club for some proof. Did you find any? NZ Golf never furnished it, and that's left Barrie a bit dubious. And they've just apparently changed it last December. So without any of us knowing, the money we're paying hasn't been buying insurance. So where has it gone? That's really the only question ` where's it gone? The burglary cost Barrie nearly 9 grand after he had replaced his stolen golf cart. The cart wasn't insured at all. But under the old New Zealand Golf scheme, Barrie could claim up to $1000 dollars for lost gear. And he had. Barrie could use that money. But it's the explanation that he really wants. Yes! Is it fair play? Not particularly fair play. That's why I got in touch with Fair Go. I think it's just a little bit devious somewhere, you know. When a golfer loses a ball after playing a shot, they get five minutes to find it... Six and three there. ...or play on with a penalty. No, the aim wasn't very good. Our hunt for answers has taken much longer. Two balls I've lost now, today. But it's led to NZ Golf sitting down with Barrie and the club at last. What are you laughing at? We haven't been invited, so I'm hanging by the phone while trying to lift my game. Ooh! (CELL PHONE CHIMES) I've got messages from the guy at NZ Golf. Thanks for the call. Oh and 'no thanks' to an interview. Pity. I was hoping he'd pop down, give me a few tips as well. It also says no one was ever left paying into the old insurance scheme for golf unawares. So there is no big secret pile of cash anywhere. Barrie should be pleased. NZ Golf has also agreed to cover the cost of a $1041 pay-out to Barrie to close the claim and hopefully put this confusing mix-up in the past. Oh, well done. It hasn't put you off your game, then? Well, for a couple of weeks it did, indeed. But it takes a lot to put me off my game, because it's not very good anyway. Barrie hasn't lost his humour or his passion. Ah, chose a different tree. Why do you do it? Well, every now and again you hit a shot and go, 'Wow! Look how well that went! I think I've got this beat.' At the end of the round, you're going to buy someone a beer or they're going to buy you one, so what more would you need? I don't think we're gonna lose Garth to a career as a professional golfer, are we? Pretty safe. If you're worried you're not as covered as you think you are, insurance-wise, please check with your local club. Coming up after the break, the hidden fee that left you gasping with anger. Been very stressed. I really have. She got stung $1000 for trying to return an unsuitable oxygen machine. As far as I was concerned, it was not on. Now she's breathing a big sigh of relief. Just wonderful. Ooh! Welcome back. Here at Fair Go, we love happy endings. And last week we told you Shirley's sad story about how she bought an oxygen machine which wasn't suitable, and then got stung for a $1000 're-stocking' or 're-shelving' fee. That had many of you gasping in horror. But a week can be a long time when it comes to customer relations. Here's Anna. Good morning, Shirley. Good morning. How are you? 'One good surprise deserves another.' We've brought you a cake. Oh! And Shirley Barrett has had a surprise none of us expected. It's called a full refund. That's wonderful, isn't it, eh. Just wonderful. Ooh! Clever girl. Come on. Shirley, who we met last week, is an octogenarian in need of oxygen 24 hours a day. Can't live without it. Not gonna let me have a little pat? She uses a portable tank to get out into the garden, but it's a bit heavy to wheel around. So last year Shirley bought this little unit, thinking it would be lighter and easier to carry. Let's be honest ` I'm at the end of my life. Why not have that little bit of pleasure? But when the machine wasn't strong enough for Shirley, she sent it back, thinking she'd get a refund. And she did, but there was a big chunk of money missing. The company she'd bought the machine from, Emech Medical, had taken more than $1000 as a 'restocking fee'. I just couldn't believe it, and I sent an email back and said, 'You just must be kidding.' Restocking fees are legal, but the Commerce Commission says customers should know about the fee before it's charged. And Shirley says she didn't. That, as far as I was concerned, was not on. But after the story went to air, the company contacted Shirley, offering to refund the restocking fee. So wow! I was just so thrilled. Really, I was. And I was very, very grateful for your big effort. You did a marvellous job. Emech also emailed Fair Go to let us know it's not registered as a trust, it's a partnership, and the partners all pay income tax. We got that wrong. We're sorry. And good on you for refunding Shirley. That's for our cameraman. He needs it. (LAUGHS) As for Shirley? Now I'm all ready to go. Well, she's withdrawn her case with the Disputes Tribunal. Instead she's off to share the cake, and the good news, with her mates. Bye, Shirley. Bye-bye. Oh, that's great. $1100 ` that could buy Shirley a lot of cake. It could indeed. That is tonight's show. But we're always here to help. So if you've got a wrong you want made right, or feel like you're not getting a Fair Go, get in touch. We're on Facebook or you can email us ` Or write to us ` Thanks for watching. I've gotta go and give Garth some golf lessons. Until next week,... BOTH: ...po marie. Copyright Able 2018