If you're unhappy with the work or conduct of a plumber in New Zealand, you have several options — from sorting things out directly with the tradesperson to lodging a formal complaint with the licensing authority. Knowing the right steps can save you time and help you get a fair outcome.
Step 1: Try to Resolve It Directly First
Before escalating, it's worth contacting the plumber or their business directly. Put your concerns in writing (email is ideal) and clearly describe:
- What work was done and when
- What the problem is
- What outcome you're looking for (e.g. a repair, refund, or explanation)
Keep copies of all correspondence, invoices, and photos of any defective work. Many disputes are resolved at this stage without needing to go further.
Step 2: Understand Who Regulates Plumbers in NZ
In New Zealand, plumbers, gasfitters, and drainlayers are regulated by the Plumbers, Gasfitters and Drainlayers Board (PGDB). All licensed practitioners must meet professional standards, and the PGDB has the authority to investigate complaints about their conduct or workmanship.
You can check whether a plumber is currently licensed on the PGDB website. If someone has carried out restricted plumbing or gasfitting work without a licence, that is a serious matter and should be reported to the PGDB immediately.
Restricted work in plumbing includes things like connecting to the water supply, installing sanitary fixtures, and any gasfitting work. Only licensed practitioners are legally allowed to carry out this work in NZ.
Step 3: Lodge 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 can investigate complaints about:
- Substandard workmanship that doesn't meet the NZ Building Code or relevant standards (such as AS/NZS 3500, which covers plumbing and drainage)
- Unprofessional conduct or dishonest behaviour
- Unlicensed work being carried out
When lodging a complaint, provide as much detail as possible — photos, invoices, written communications, and a clear timeline of events. The PGDB will assess whether the complaint falls within their jurisdiction and advise you on next steps.
Step 4: Consider the Disputes Tribunal
If your complaint is primarily about money — for example, you paid for work that wasn't completed properly or you're seeking compensation — the Disputes Tribunal (formerly the Small Claims Tribunal) may be the right avenue. You can apply online through the Ministry of Justice website. The Disputes Tribunal handles claims up to $30,000 (or up to $62,000 if both parties agree).
This is a relatively low-cost, straightforward process and doesn't require a lawyer.
Step 5: Get Advice from Consumer NZ or MBIE
Consumer NZ offers practical guidance on your rights when dealing with tradespeople. Under the Consumer Guarantees Act, services must be carried out with reasonable care and skill — if they weren't, you're entitled to have the problem fixed or to seek compensation.
MBIE Building Performance is also a useful resource if the plumbing work required a building consent and you believe the work doesn't comply with the NZ Building Code. In some cases, your local council's building department may also be able to assist.
What to Do If You Smell Gas or Suspect Unsafe Work
⚠️ Safety first. If you believe plumbing or gasfitting work has left your home in an unsafe condition — particularly if you suspect a gas leak or contaminated water supply — act immediately:
- For a gas leak, evacuate and call 0800 GAS LEAK (0800 427 532) or your gas retailer
- Contact WorkSafe NZ if there is an immediate risk to health and safety
- Don't wait to raise a formal complaint — safety issues must be dealt with urgently
Keeping Good Records Throughout
Whatever path you take, good documentation is your best asset. Keep:
- Copies of all invoices and quotes
- Photos of the work before, during, and after
- Written records of conversations (follow up phone calls with an email summary)
- The plumber's licence number (available from the PGDB register)
| Document | Why It Matters |
|---|---|
| Invoice / quote | Shows what was agreed and charged |
| Photos of defects | Visual evidence of substandard work |
| Email correspondence | Proves you attempted to resolve the issue |
| PGDB licence number | Confirms the plumber's registration status |
When to Call a Professional
If the plumbing work has caused damage to your property or you need a second opinion on whether the work meets code, consider hiring another licensed plumber to inspect and provide a written assessment. This report can be valuable evidence if you proceed to the PGDB or Disputes Tribunal. You can find qualified, local plumbers on tradedirectory.co.nz.
Master Plumbers
