Disputes with a joiner can be stressful, but New Zealand has several clear pathways to help you reach a fair resolution — whether the issue is poor workmanship, unfinished work, or a disagreement over costs. The right approach depends on the nature of the dispute and how far things have escalated.
Start With Direct Communication
Before taking any formal steps, try to resolve the issue directly with your joiner. Put your concerns in writing — an email or letter works well — and clearly describe the problem, what outcome you want, and a reasonable timeframe for a response. Keep copies of all correspondence, photos of the work, your contract, invoices, and any quotes. Good documentation is essential if things escalate later.
Many disputes come down to misunderstandings about scope of work or expectations, and a calm, factual conversation can often sort things out quickly.
Check Your Contract
Your written contract (or even a written quote you accepted) is your most important document. It should outline:
- Scope of work — exactly what joinery was agreed
- Payment terms — deposit amounts, progress payments, final payment
- Completion timeframes
- Defects liability period — the period after completion during which the tradesperson must fix defects at no extra cost
If you don't have a written contract, you may still have rights under the Consumer Guarantees Act 1993 and the Contract and Commercial Law Act 2017, which imply guarantees that services will be carried out with reasonable care and skill, and that goods supplied will be fit for purpose.
Formal Dispute Resolution Options
1. Mediation
If direct negotiation fails, mediation is a low-cost, informal option where a neutral third party helps both sides reach an agreement. Some industry bodies and dispute resolution services offer this. It's faster and cheaper than going to court.
2. The Disputes Tribunal
For disputes involving amounts up to $30,000 (or up to $100,000 if both parties agree), the Disputes Tribunal is a practical and affordable option. You don't need a lawyer, and hearings are relatively informal. A referee will hear both sides and make a binding decision. You can find information about the process through the Ministry of Justice.
3. The District Court or High Court
For larger claims or complex legal matters, you may need to pursue the matter through the courts. At this level, legal representation is strongly recommended. This is generally a last resort due to cost and time.
Licensed Building Practitioners (LBP) Complaints
If your joiner is a Licensed Building Practitioner, you have an additional avenue. Joiners who carry out or supervise restricted building work — such as structural joinery — must hold an LBP licence. If a licensed joiner has done substandard work or behaved unprofessionally, you can lodge a complaint with the Licensed Building Practitioners scheme, administered by MBIE.
The LBP board can investigate complaints and, if upheld, impose sanctions including fines, suspension, or cancellation of the licence. This is separate from getting compensation — it's about professional accountability.
Check whether your joiner holds a current LBP licence on the MBIE Building Performance website.
Consumer Protection Laws That Help You
Several NZ laws work in your favour:
| Law | What it covers |
|---|---|
| Consumer Guarantees Act 1993 | Services must be carried out with reasonable care and skill; goods must be fit for purpose |
| Fair Trading Act 1986 | Protects against misleading conduct, false representations, and unfair contract terms |
| Building Act 2004 | Sets minimum standards for building work and provides a complaints framework |
The Consumer NZ website has plain-English guidance on your rights when hiring tradespeople.
Building Consent and Code Compliance Issues
If the joinery work required a building consent and the work doesn't comply with the consent or the NZ Building Code, you can raise this with your local council. The council's building department can inspect the work and, if necessary, issue a notice to fix. Always confirm with your council whether consent was required — some joinery work falls under Schedule 1 exemptions, but this varies by project.
For guidance on what building work requires consent, visit MBIE Building Performance.
Keep Records Throughout
Whatever path you take, strong records make a huge difference:
- Photographs of defective or incomplete work
- Written communications (texts, emails, letters)
- Invoices and receipts
- The original contract or quote
- Any independent assessments or quotes to fix the work
An independent assessment from another qualified joiner can be valuable evidence if you need to demonstrate that the work falls below an acceptable standard.
When to Call a Professional
If the dispute involves restricted building work (structural elements, weathertightness), consider getting an independent assessment from a qualified building surveyor or another Licensed Building Practitioner. For legal advice on contract disputes or significant financial losses, consult a lawyer — many offer a free initial consultation. BRANZ is also a useful technical resource if there are questions about whether work meets NZ building standards.
If you're looking for a reputable, qualified joiner for future work, you can find local professionals on tradedirectory.co.nz.
