If you're unhappy with gas work carried out at your home, you have real options in New Zealand. Whether it's shoddy workmanship, an incomplete job, or concerns about safety, there's a clear process to follow — starting with the tradesperson themselves and escalating to the official licensing body if needed.
Start With the Gasfitter Directly
Before escalating a complaint, it's always worth raising the issue directly with the gasfitter or their employer. Many disputes come down to miscommunication, and a reputable tradesperson will want the chance to put things right. Keep a record of all conversations — write down dates, times, and what was said. If you communicate by phone, follow up with a text or email summarising what was discussed.
If the gasfitter works for a company, contact the business owner or manager. Ask them to inspect the work and respond to your concerns in writing.
Check They Were Licensed
In New Zealand, gasfitting is restricted work under the Gas Act 1992. This means it must be carried out by — or under the direct supervision of — a person licensed by the Plumbers, Gasfitters and Drainlayers Board (PGDB). This applies to work on natural gas and LPG installations, including appliance connections, pipework, and commissioning.
You can verify a gasfitter's licence on the PGDB's online register at their website. If the person who did your gas work was not licensed, this is a serious safety and legal matter — contact the PGDB immediately.
Request a Certificate of Compliance
For any restricted gasfitting work, the licensed tradesperson is legally required to issue you a Certificate of Compliance (CoC). This document confirms the work meets the relevant standards, including the NZ Building Code and NZS 5261 (the standard for gas installation). If you haven't received a CoC, request one in writing. Failure to provide one is itself grounds for a complaint to the PGDB.
Lodging a Formal Complaint With the PGDB
If you can't resolve the issue directly, you can make a formal complaint to the PGDB. The PGDB is the statutory body that licenses and disciplines gasfitters, plumbers, and drainlayers in New Zealand.
What the PGDB can investigate:
- Incompetent or substandard work
- Failure to provide a Certificate of Compliance
- Carrying out restricted work without a licence
- Unprofessional conduct
- Breaches of the Gas Act 1992 or relevant standards
How to make a PGDB complaint:
- Visit the PGDB website and download or complete their complaints form.
- Provide as much detail as possible — dates, photos, invoices, correspondence, and the tradesperson's name and licence number if known.
- Submit the complaint. The PGDB will assess whether it falls within their jurisdiction and advise you of next steps.
The PGDB has the power to investigate, hold hearings, and impose penalties including fines, suspension, or cancellation of a licence.
Disputes About Money or Contract Issues
The PGDB handles conduct and competency complaints — not payment disputes. If your complaint is about overcharging, a contract disagreement, or getting a refund, you have other avenues:
- Disputes Tribunal: For claims up to $30,000, the Disputes Tribunal is a low-cost, straightforward option. Search for your local tribunal through the Ministry of Justice.
- Consumer NZ: Consumer NZ has useful guidance on your rights when hiring tradespeople and how to resolve disputes.
- Your bank or credit card provider: If you paid by card and the work was not completed as agreed, you may be able to raise a chargeback.
Safety Concerns — Act Immediately
If you suspect a gas leak or believe the work has left your home in a dangerous condition, do not wait. Follow these steps:
- Turn off the gas at the meter if it is safe to do so.
- Open windows and doors.
- Do not use electrical switches or naked flames.
- Leave the property and call 111 if there is immediate danger.
- Contact your gas retailer or network operator to report the fault.
For ongoing safety concerns about gas installations, WorkSafe NZ can also be notified, particularly if the issue relates to a workplace or rental property.
Rental Properties and Healthy Homes
If you're a tenant and the gas work affects your heating or hot water, your landlord has obligations under the Healthy Homes Standards. Tenancy Services can assist if your landlord is not addressing legitimate safety or compliance concerns.
When to Call a Professional
If you're unsure whether the gas work at your property is safe or compliant, don't guess — have it independently assessed by a licensed gasfitter. A second opinion from a qualified professional can confirm whether the original work meets the required standard and give you solid evidence for any complaint. You can find licensed gasfitters in your area on tradedirectory.co.nz.
Sources & Further Reading
- Plumbers, Gasfitters and Drainlayers Board (PGDB) — licence register and complaints process
- MBIE Building Performance — NZ Building Code and compliance information
- WorkSafe NZ — gas safety and workplace hazards
- Consumer NZ — your rights when hiring tradespeople
- Tenancy Services — Healthy Homes Standards for rental properties
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