If you're unhappy with a flooring installation in New Zealand, you're not without options. Whether the job was done poorly, left unfinished, or the installer has gone quiet, there are clear steps you can take — from a direct conversation right through to formal dispute resolution. Here's how to work through it.
Step 1: Document Everything First
Before you do anything else, gather your evidence. This is the most important thing you can do to support your complaint.
- Photograph the defects clearly, including close-ups and wide shots showing the full area affected.
- Collect all written communications — texts, emails, quotes, invoices, and any contracts or written agreements.
- Note the dates work was carried out and when problems were first noticed.
- Keep any product packaging or receipts for materials supplied by the installer.
Good documentation makes every step that follows much easier.
Step 2: Raise the Issue Directly With the Installer
In most cases, the first step is to contact the installer directly. Many disputes are resolved at this stage, especially if the issue is a genuine oversight or misunderstanding.
- Put your complaint in writing (email is ideal — it creates a record).
- Be specific about what the problem is, what you expected, and what outcome you want (a repair, a redo, or a partial refund).
- Give them a reasonable timeframe to respond — typically 5–10 working days.
Under the Consumer Guarantees Act 1993 (CGA), services must be carried out with reasonable care and skill, be fit for purpose, and be completed in a reasonable time. If the work doesn't meet these standards, you are entitled to have it remedied.
Step 3: Contact Their Industry Association
If the installer belongs to a trade or industry body, you may be able to lodge a formal complaint through that organisation. Some flooring installers are members of groups such as FloorNZ or the Master Painters and Decorators Association (if they also do surface prep work). Check whether your installer is a member of any such body and whether that body has a complaints process.
For broader consumer advice and support, Consumer NZ is an excellent resource — they can help you understand your rights under the CGA and the Fair Trading Act 1986.
Step 4: Use the Disputes Tribunal
If direct negotiation fails, the Disputes Tribunal is often the most practical next step for flooring disputes. It's a low-cost, relatively informal process designed for everyday people — you don't need a lawyer.
- Claims up to $30,000 can be heard (or up to $62,000 if both parties agree).
- Filing fees are modest and vary by claim amount.
- A referee hears both sides and makes a binding decision.
You can find information on how to file a claim through the Ministry of Justice website. This is a well-established route for trade disputes in New Zealand.
Step 5: Check Whether Building Consent Was Required
Most standard flooring installations (carpet, vinyl, timber floating floors) don't require a building consent. However, if your project involved structural subfloor work, wet area waterproofing, or tiling in a bathroom, there may be NZ Building Code implications — particularly under clause E3 (Internal Moisture).
If consented work was done poorly or without the required consent, contact your local council's building department — this is a separate issue from a consumer complaint and may involve the Licensed Building Practitioners (LBP) scheme if the installer holds or should hold an LBP licence for restricted building work.
BRANZ also publishes technical guidance on flooring and moisture management that can help you understand whether work was done to an acceptable standard.
Step 6: Report to the Commerce Commission
If you believe the installer engaged in misleading or deceptive conduct — for example, misrepresenting the product used, making false claims about qualifications, or refusing to honour a guarantee — you can report this to the Commerce Commission. They enforce the Fair Trading Act and take complaints about dishonest business practices seriously.
When to Call a Professional
If you're unsure whether the flooring work is actually defective or just cosmetically different from what you expected, it can help to get an independent assessment from another qualified flooring installer. A written report from a second tradesperson can be powerful evidence if you proceed to the Disputes Tribunal.
For wet area tiling or waterproofing issues, a Licensed Building Practitioner may be the right person to assess the work. You can check LBP registration at lbp.govt.nz.
If you need a reliable flooring installer for remedial work or a second opinion, you can find qualified local tradespeople on tradedirectory.co.nz.
Quick Reference: Complaint Pathways
| Situation | Who to Contact |
|---|---|
| Poor workmanship or unfinished job | Installer directly (in writing) |
| Installer won't respond or remedy | Disputes Tribunal |
| Misleading conduct or false claims | Commerce Commission |
| Building Code or consent issues | Local council / LBP board |
| Industry code of conduct breach | Relevant trade association |
| General consumer rights advice | Consumer NZ |
