If you've had a bad experience with a drain cleaner — whether it's shoddy workmanship, unexpected charges, or unprofessional behaviour — you have real options in New Zealand. The right pathway depends on whether the tradesperson is licensed, what went wrong, and how much money is involved. Here's a straightforward guide to help you get the outcome you deserve.
Understand Who You're Dealing With
In New Zealand, drainlaying is restricted work under the Plumbers, Gasfitters, and Drainlayers Act 2006. Anyone carrying out drainlaying work — connecting or repairing drains that form part of a sanitary drainage system — must be licensed with the Plumbers, Gasfitters and Drainlayers Board (PGDB). This includes work on wastewater and stormwater drains connected to the public network.
Some drain clearing and unblocking work (such as using a water jetter or drain snake on an existing drain) may be carried out by unlicensed operators, but any work that involves cutting into, repairing, or replacing drain pipes generally requires a licensed drainlayer. If you're unsure whether the work required a licence, the PGDB can advise you.
Step 1: Try to Resolve It Directly First
Before escalating, it's worth attempting to resolve the issue with the drain cleaner or their company directly. Put your concerns in writing (email is fine) and keep a copy. Clearly describe:
- What work was done and when
- What the problem is (e.g. the blockage returned within days, you were charged more than quoted, damage was caused)
- What outcome you're seeking (a refund, a redo of the work, or compensation)
Give them a reasonable timeframe to respond — typically 5–10 working days. Many disputes are resolved at this stage.
Step 2: Complain to the PGDB (for Licensed Tradespeople)
If the drain cleaner is registered with the PGDB, you can lodge a formal complaint with the Board. The PGDB can investigate complaints about:
- Substandard workmanship that doesn't meet the required standard
- Unprofessional conduct or dishonest behaviour
- Unlicensed work being carried out by someone not entitled to do it
You can search the PGDB's online register to check whether the tradesperson holds a current licence before you complain. The PGDB has the power to issue warnings, impose fines, suspend, or cancel a practitioner's licence.
Step 3: Use the Disputes Tribunal for Money Issues
If your complaint is primarily about money — for example, you were overcharged, work wasn't completed, or you suffered damage — the Disputes Tribunal is a cost-effective option for claims up to a certain limit (or a higher amount by agreement — check the Ministry of Justice website for current thresholds). It's designed to be accessible without needing a lawyer.
You can find information about the Disputes Tribunal through the Ministry of Justice. Gather all your evidence beforehand: quotes, invoices, photos of the work, and any written communications.
Step 4: Contact Consumer NZ or the Commerce Commission
If you believe you've been misled about pricing, the scope of work, or the qualifications of the tradesperson, this may be a Fair Trading Act issue. Consumer NZ offers free guidance on your consumer rights and can help you understand your options. The Commerce Commission handles serious or systemic breaches of the Fair Trading Act.
Step 5: Report Health and Safety Concerns
If the drain cleaner's work created a health or safety hazard — for example, leaving an open trench unsecured, or causing a sewage leak — you can report this to WorkSafe NZ. WorkSafe investigates workplace and public safety incidents.
Step 6: Check Your Building Consent Obligations
Some drainlaying work requires a building consent under the New Zealand Building Code. If work was done without the required consent, or doesn't comply with the Building Code (particularly clauses G13 for foul water and E1 for surface water), this is a matter for your local council's building department. You can also find general guidance at MBIE Building Performance. Non-compliant drainage work can cause serious problems when you come to sell your property.
When to Call a Professional
If the drain cleaner's work has caused active damage — such as a sewage leak, a collapsed drain, or flooding — stop using the affected drains immediately and call a licensed drainlayer to assess the situation. Don't attempt to repair drainlaying work yourself; this is restricted work under NZ law. You can find qualified, local drain cleaners and drainlayers on tradedirectory.co.nz.
Tips for Protecting Yourself Next Time
- Always ask for a written quote before work begins
- Check the tradesperson's licence on the PGDB register before hiring
- Ask whether a building consent is needed for the work
- Keep copies of all invoices, quotes, and communications
- Take photos before, during, and after any drain work
Sources & Further Reading
- Plumbers, Gasfitters and Drainlayers Board (PGDB) — licence register and complaint process
- MBIE Building Performance — NZ Building Code and consent information
- Consumer NZ — consumer rights and dispute guidance
- WorkSafe NZ — reporting health and safety concerns
- BRANZ — building research and technical guidance
Master Plumbers
Certifying Plumber
SiteWise
