Mystery Shopping
Mystery Shopping
Mystery Shopping is one of the key ways the Public Fundraising Regulatory Association (PFRA) helps maintain high standards in face-to-face fundraising. It goes beyond compliance checks - providing real-time insights into how fundraising is being delivered on the ground and helping to strengthen professionalism across the sector.
Through Mystery Shopping, trained reviewers visit fundraising sites as members of the public to observe how fundraisers interact with people. We look at things like how well fundraisers represent their charity, whether identification and uniforms are used correctly, and whether conversations are respectful, transparent, and compliant with the PFRA Code of Conduct.
When areas for improvement are identified, we work directly with the agency or charity involved to review the findings, provide feedback, and support action plans to strengthen quality and consistency. Mystery shop results are used as a learning tool - helping members celebrate what’s going well and address any issues quickly and constructively.
This process empowers fundraisers, protects the public, and ensures that every interaction builds trust and confidence in charitable giving across Aotearoa.
What to look for:
- the fundraiser must always wear charity branded clothing
- have an ID badge clearly visible
- show a copy of their Fundraising License (Auckland & Wellington) when fundraising on public or council property
- proof of permission to fundraise on private property
What to expect from fundraisers in public places:
- to always be polite, professional and respectful
- they are not to approach people who are seated or waiting in a queue
- they are not to obstruct the public
- they are not to initiate physical contact with you
- they must not follow you down the street
- they must stay in the location they have been assigned by the council permit
- they must not stand too close to the kerb
Feedback or complaints?
Have you seen or experienced any behaviour from a fundraiser that you feel doesn’t reflect our code of conduct?
We take complaints seriously and use suggestions to learn and improve our professional standards. Feel free to leave feedback or call us.
