If you've had a bad experience with a gasfitter — whether it's shoddy workmanship, unsafe installations, or unprofessional conduct — you have the right to make a formal complaint to the Plumbers, Gasfitters and Drainlayers Board (PGDB). The PGDB is the statutory body that licenses and regulates gasfitters in New Zealand, and it takes complaints about its licensees seriously.
What the PGDB Can and Can't Help With
Before lodging a complaint, it's important to understand what falls within the PGDB's jurisdiction. The Board deals with complaints about:
- Substandard or unsafe gas work that doesn't meet the required standard
- Conduct issues, such as dishonesty or serious unprofessional behaviour
- Unlicensed gas work — work carried out by someone not authorised to do it
- Breaches of the Plumbers, Gasfitters, and Drainlayers Act 2006
The PGDB cannot resolve commercial disputes, such as disagreements over pricing or contract terms. For those issues, you'd need to look at options like the Disputes Tribunal or seek legal advice. Similarly, if you're seeking financial compensation for faulty work, that's generally a civil matter rather than a disciplinary one.
Check the Gasfitter Is Licensed
Before you complain, it's worth confirming whether the person who did the work is actually licensed. You can search the public register on the Plumbers Gasfitters & Drainlayers Board website to verify a tradesperson's licence status. If the work was carried out by someone who is not licensed, that itself is a serious offence — gas work is restricted work under New Zealand law and must only be performed by a licensed gasfitter. Report this to the PGDB immediately.
Steps to Make a Formal Complaint
1. Try to Resolve It Directly First
While not mandatory, the PGDB generally encourages complainants to first attempt to resolve the issue directly with the gasfitter or their employer. Put your concerns in writing (email is fine) and keep a copy. Give them a reasonable timeframe to respond — typically 5–10 working days.
2. Gather Your Evidence
Before lodging your complaint, collect as much supporting information as possible:
- Invoices and receipts for the work carried out
- Photos or videos of the work or any damage
- Written correspondence with the gasfitter
- Any inspection reports or assessments from another licensed tradesperson
- Dates and descriptions of what happened
The stronger your evidence, the more effectively the PGDB can investigate.
3. Lodge Your Complaint with the PGDB
You can submit a formal complaint directly through the Plumbers Gasfitters & Drainlayers Board website. The complaint form asks you to describe the nature of your concern, provide details about the tradesperson involved, and attach any supporting documents.
Complaints must generally be made in writing. There is no fee to lodge a complaint.
4. The PGDB Reviews Your Complaint
Once received, the PGDB will assess whether the complaint falls within its jurisdiction. If it does, the matter is referred to the Registrar for investigation. The gasfitter will be notified and given an opportunity to respond. The process can take some time depending on complexity, so be prepared for it not to be resolved overnight.
5. Possible Outcomes
If the complaint is upheld, the PGDB has a range of disciplinary powers, including:
| Outcome | Description |
|---|---|
| Censure | A formal reprimand recorded against the licensee |
| Conditions on licence | Restrictions placed on the type of work they can do |
| Suspension | Temporary removal of their licence |
| Cancellation | Permanent loss of their licence |
| Fine | A financial penalty imposed by the Board |
Serious cases may be referred to the Plumbers, Gasfitters and Drainlayers Tribunal for a formal hearing.
If There's an Immediate Safety Risk
If you believe gas work has left your home in a dangerous condition — for example, a suspected gas leak or faulty appliance installation — do not wait for a complaint process to play out. Leave the property, avoid using any switches or flames, and call your gas retailer or network operator (check your bill for their emergency number) or your gas retailer immediately. Contact WorkSafe NZ if there has been a serious incident or near-miss.
Gas installations in New Zealand must comply with the NZ Building Code and relevant gas standards. Poor gas work isn't just a consumer issue — it's a genuine safety hazard.
When to Call a Professional
If you need a second opinion on whether the work was done correctly, engage another licensed gasfitter to inspect it and provide a written assessment. This report can be valuable evidence for your PGDB complaint. You can find qualified, licensed gasfitters in your area through tradedirectory.co.nz. Always check that any gasfitter you hire appears on the PGDB public register before work begins.
For broader consumer advice on your rights when dealing with tradespeople, Consumer NZ has useful guidance on the Consumer Guarantees Act and how it applies to trade services.
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