Finding out your pipes have been damaged during a drain cleaning job is stressful — but you do have rights in New Zealand. Whether the damage was caused by high-pressure water jetting, drain rods, or chemical treatments, there are clear steps you can take to protect yourself and seek a remedy.
Who Is Responsible for the Damage?
If a tradesperson causes damage to your property while carrying out work, they are generally liable under the Consumer Guarantees Act 1993 and the Contract and Commercial Law Act 2017. The service must be carried out with reasonable care and skill — if it isn't, and damage results, the tradesperson (or their employer) is responsible for putting things right.
Key questions to establish liability include:
- Was the damage pre-existing, or did it occur during the job?
- Did the tradesperson warn you of any risks before starting work?
- Was the work carried out by a licensed drainlayer or plumber where required?
In New Zealand, certain drain and plumbing work is restricted work that must be performed by a licensed professional registered with the Plumbers, Gasfitters and Drainlayers Board (PGDB). If an unlicensed person carried out restricted work and caused damage, your legal position is even stronger.
What to Do Immediately After Discovering Damage
Act quickly and methodically to protect your claim:
- Stop using the affected drain or pipe to prevent further damage or water ingress.
- Document everything — take photos and videos of the damage as soon as possible.
- Keep all paperwork — invoices, quotes, text messages, and any written scope of work.
- Do not authorise further repairs from the same tradesperson until you understand your options.
- Get an independent assessment from a licensed plumber or drainlayer to confirm the cause and extent of the damage.
Raising a Complaint With the Tradesperson
Start by raising the issue directly with the drain cleaning company in writing (email is fine). Clearly describe:
- What damage occurred
- When you discovered it
- What remedy you are seeking (repair, replacement, or refund)
Most reputable businesses will want to resolve the matter quickly. A professional drain cleaning company should carry public liability insurance — ask them to lodge a claim with their insurer if the damage is significant.
If the Tradesperson Won't Cooperate
If you can't resolve the dispute directly, you have several options:
Disputes Tribunal
For claims up to $30,000, the Disputes Tribunal is a low-cost, straightforward option. You don't need a lawyer, and decisions are legally binding. Search for your local tribunal through the Ministry of Justice website.
Consumer NZ Guidance
Consumer NZ has helpful guidance on your rights when a tradesperson causes damage, including template complaint letters and advice on escalating disputes.
PGDB Complaint
If the work was carried out (or should have been carried out) by a licensed plumber or drainlayer, you can lodge a complaint with the PGDB. They can investigate whether the tradesperson met their professional obligations and take disciplinary action if warranted.
Licensed Building Practitioners
If the damage affects structural or weathertight elements of your home, check whether an LBP was involved and whether a complaint to the LBP scheme is appropriate.
Pre-Existing Pipe Condition: A Common Complication
One area of dispute often arises around pre-existing pipe condition. Older homes — particularly those with clay, cast iron, or early PVC pipes — may have pipes that are already cracked, root-invaded, or corroded. A reputable drain cleaner should:
- Carry out a CCTV drain inspection before high-pressure jetting on older systems
- Advise you in writing of any risks before proceeding
- Adjust their method if pipes appear fragile
If they proceeded without warning you of known risks, that strengthens your claim. If they did warn you and you accepted the risk in writing, your position is weaker — so always read any disclaimer carefully before signing.
Typical Pipe Materials and Vulnerability
| Pipe Material | Common Age | Vulnerability to Jetting/Rodding |
|---|---|---|
| Clay (earthenware) | Pre-1970s | High — brittle, prone to cracking |
| Cast iron | Pre-1980s | Medium — can corrode and fracture |
| uPVC | 1970s–present | Low if in good condition |
| HDPE | 1990s–present | Very low |
If your home is older, it's worth having a CCTV inspection done before any drain cleaning work begins. You can find qualified local drain cleaners and plumbers on tradedirectory.co.nz.
When to Call a Professional
Always use a licensed plumber or drainlayer for any work that involves:
- Connecting or disconnecting drain lines
- Repairing or replacing underground drainage
- Any work covered under the NZ Building Code (particularly Clause G13 – Foul Water)
For significant pipe damage, get an independent licensed plumber to assess the situation and provide a written report. This report will be essential if you need to make an insurance claim or take the matter to the Disputes Tribunal. Check licensing status at the PGDB before hiring anyone.
Safety note: Damaged drain pipes can cause sewage leaks, which are a health hazard. If you suspect a sewage leak, keep people away from the area and call a licensed plumber promptly. For guidance on healthy and safe homes, see Tenancy Services.
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