What to Do If You're Unhappy With the Finished Paint Job

A poor paint job can be genuinely frustrating, especially after spending good money on it. The good news is that New Zealand homeowners have clear rights when workmanship falls short, and there are practical steps you can take — from a calm conversation with your painter right through to formal dispute resolution if needed.

Start With a Direct Conversation

Before escalating anything, talk to your painter. Most reputable tradespeople want to know if something isn't right and will return to fix legitimate issues. When you raise your concern:

• Be specific about what you're unhappy with (runs, missed patches, poor cut-in lines, wrong colour, peeling)
• Take clear photos in good natural light to document the problems
• Refer back to any written quote, contract, or scope of work you agreed on
• Keep the conversation calm and factual — give them a fair chance to respond

Many issues are resolved at this stage. A professional painter will generally come back and make good on genuine defects without fuss.

Know What Standard of Work to Expect

Painters in New Zealand are expected to deliver work that meets acceptable trade standards. While there is no single mandatory NZ Standard that covers all residential painting, BRANZ publishes guidance on acceptable finishes, and paint manufacturers such as Resene, Dulux, and Wattyl publish detailed application specifications that professional painters are expected to follow.

Common legitimate defects include:

• Runs or sags in the paint film
• Poor coverage — underlying colour or substrate showing through
• Uneven sheen or lap marks
• Ragged or inconsistent cut-in lines at edges and trims
• Paint on surfaces it shouldn't be on (glass, hardware, flooring)
• Peeling or flaking shortly after completion due to poor surface preparation

Note that some variation in finish is normal depending on lighting conditions and the type of paint used. Flat and low-sheen paints, for example, can show surface imperfections more readily than the substrate itself — this isn't always the painter's fault.

Put Your Complaint in Writing

If a verbal conversation doesn't resolve things, follow up in writing — email is fine. Clearly state:

1. The specific defects you've identified
2. The remedy you're seeking (re-coat, touch-up, partial refund, etc.)
3. A reasonable timeframe for their response (7–14 days is fair)

Keep copies of all correspondence. This paper trail is important if you need to escalate.

Your Rights Under the Consumer Guarantees Act

The Consumer Guarantees Act 1993 (CGA) is your key protection here. When you hire a painter as a consumer (i.e., for personal or household use), they are legally required to carry out the work:

• With reasonable care and skill
• Using materials that are fit for purpose
• In a way that achieves the result you asked for (if you specified one)

If the work doesn't meet these guarantees, you are entitled to have the defects remedied. If the painter refuses or can't fix the problem within a reasonable time, you may be entitled to have someone else fix it and recover those costs, or seek a price reduction. Consumer NZ has helpful guidance on your rights under the CGA.

Formal Dispute Resolution Options

If direct negotiation fails, you have several options:

Disputes Tribunal

For claims up to $30,000, the Disputes Tribunal (sometimes called the Small Claims Tribunal) is a low-cost, straightforward option. You don't need a lawyer. The tribunal can order the painter to remedy the work or pay compensation. Search for your local tribunal through the Ministry of Justice website.

Master Painters New Zealand

If your painter is a member of Master Painters New Zealand, you can raise a complaint through their organisation. Members are bound by a code of ethics and the association may assist with mediation.

Licensed Building Practitioners (LBP)

If your painting work was part of a broader building project involving restricted building work, the painter may hold an LBP licence. You can make a complaint to the LBP scheme if a licensed practitioner has carried out work negligently or incompetently.

Preventing Problems Before They Start

The best outcome is avoiding disputes altogether. Before hiring a painter:

• Get at least two or three written quotes
• Check references and look at previous work
• Agree on a detailed written scope of work including paint brands, number of coats, and surface preparation
• Confirm the payment schedule — avoid paying the full amount upfront
• Ask whether they carry public liability insurance

When to Call a Professional

If your paint job has failed due to a structural issue — such as moisture coming through walls, a leaking roof, or rising damp — the painting itself may not be the core problem. In these cases, you may need a builder, waterproofer, or other specialist to investigate before any repainting is done. Check MBIE Building Performance for guidance on building defects and consent requirements.

For a quality result from the outset, find a qualified local painter on tradedirectory.co.nz — look for someone with solid reviews, clear communication, and a willingness to provide a written quote.

Sources & Further Reading

• Consumer NZ – Consumer Guarantees Act
• BRANZ – Building Research
• Licensed Building Practitioners – LBP Scheme
• MBIE Building Performance – NZ Building Code
• Resene – Paint Application Guides
• Dulux – Product & Application Information