If you're unhappy with the work or conduct of a drainlayer in New Zealand, you have the right to make a formal complaint to the Plumbers, Gasfitters and Drainlayers Board (PGDB) — the body that licenses and regulates drainlayers across the country. The complaints process is straightforward, free to use, and exists to protect homeowners and uphold professional standards in the trade.
Who Regulates Drainlayers in New Zealand?
Drainlaying is restricted work under the Plumbers, Gasfitters, and Drainlayers Act 2006. This means only licensed or certifying drainlayers are legally allowed to carry out drainage work on sanitary drains, stormwater connections, and related infrastructure. The Plumbers Gasfitters & Drainlayers Board (PGDB) is the statutory body responsible for licensing these tradespeople and handling complaints about their conduct or workmanship.
If someone carried out drainlaying work on your property without a licence, that is itself a serious matter the PGDB needs to know about.
Grounds for Making a Complaint
You can lodge a complaint with the PGDB if you believe a drainlayer has:
- Carried out substandard or defective work that doesn't meet the NZ Building Code or relevant standards
- Behaved in an unprofessional or dishonest manner
- Performed restricted drainlaying work without a licence
- Breached the conditions of their licence or certificate
- Caused damage to your property through negligence
- Failed to complete agreed work or abandoned a job
Complaints can be made about licensed drainlayers, certifying drainlayers, and also about unlicensed individuals who have carried out restricted work.
Steps to Make a Complaint
1. Try to Resolve It Directly First
Before escalating to the PGDB, it's worth attempting to resolve the issue directly with the drainlayer or their employer. Put your concerns in writing (email is fine) and keep a copy. Many disputes can be sorted out at this stage without needing a formal process.
2. Gather Your Evidence
Before lodging a complaint, collect as much supporting information as possible:
- Contracts, quotes, and invoices
- Photos or videos of the work or damage
- Written correspondence (texts, emails, letters)
- Council inspection records or consent documents
- Reports from other tradespeople who have assessed the work
The stronger your evidence, the more effectively the PGDB can investigate.
3. Lodge Your Complaint with the PGDB
Visit the Plumbers Gasfitters & Drainlayers Board website to access the complaints form. You can submit your complaint online or in writing. There is no fee to make a complaint. You'll need to provide:
- Your contact details
- The drainlayer's name and licence number (if known — you can search the public register on the PGDB website)
- A clear description of the issue and the timeline of events
- Copies of any supporting evidence
4. The Investigation Process
Once your complaint is received, the PGDB will assess whether it falls within their jurisdiction. If it does, they will:
- Notify the drainlayer and give them an opportunity to respond
- Investigate the complaint, which may include inspections or expert assessments
- Refer serious matters to a Complaints Assessment Committee (CAC)
This process can take several months depending on complexity, so be patient.
5. Possible Outcomes
Depending on the findings, the PGDB or CAC may:
- Take no further action if the complaint is not upheld
- Issue a formal warning to the drainlayer
- Impose conditions on their licence
- Suspend or cancel their licence
- Refer the matter to the Plumbers, Gasfitters and Drainlayers Tribunal for serious cases
Note that the PGDB deals with professional conduct and licensing matters — they cannot order a drainlayer to pay you compensation or fix the work. For financial remedies, you may need to pursue the matter through the Disputes Tribunal (for claims up to $30,000) or the courts.
What If the Work Also Needed a Building Consent?
Some drainage work requires a building consent from your local council. If the work was done without the required consent, or failed a council inspection, contact your local council's building department as well as the PGDB. MBIE Building Performance has useful guidance on what work requires consent and your rights as a homeowner.
Protecting Yourself in Future
To avoid problems with drainlayers in future:
- Always check the PGDB public register to confirm a drainlayer is licensed before hiring them
- Get a written quote and contract before work begins
- Ask to see their licence number
- Ensure any required building consents are obtained before work starts
- Use a qualified local professional — you can find licensed drainlayers on tradedirectory.co.nz
When to Call a Professional
Drainlaying is restricted work in New Zealand — it is illegal for unlicensed people to carry out sanitary or stormwater drainage work. If you suspect drainage work on your property was done by an unlicensed person, or if you're dealing with a drainage failure or damage, contact a licensed drainlayer immediately. You can also report unlicensed work directly to the PGDB. For health and safety concerns related to drainage failures, WorkSafe NZ may also be relevant if the situation poses a risk to people.
Certifying Drainlayer
