Discovering that a plumber has done substandard work on your home is frustrating, but in New Zealand you have solid rights and a clear process to follow. Whether it's a leaking joint, incorrect pipe sizing, or work that doesn't meet the NZ Building Code, there are several avenues available to you — and in many cases, you can get the problem fixed at no extra cost.
Step 1: Document Everything First
Before you do anything else, gather evidence. Take clear photos and videos of the defective work, note the date the work was completed, and keep all invoices, quotes, and written communications with the plumber. If the issue has caused water damage, document that too. Good records will support your case at every stage.
Step 2: Raise the Issue Directly With the Plumber
Your first step should always be to contact the plumber or their company in writing — email is ideal because it creates a paper trail. Describe the problem clearly, reference the original job, and ask them to remedy the defective work within a reasonable timeframe (typically 5–10 working days for non-urgent issues).
Most reputable tradespeople will want to fix genuine mistakes. Under the Consumer Guarantees Act 1993, services must be carried out with reasonable care and skill, and if they aren't, the provider is obliged to remedy the problem. If the plumber is unresponsive or refuses to engage, move to the next steps.
Step 3: Understand What Counts as Restricted Plumbing Work
In New Zealand, plumbing and drainlaying is restricted work regulated by the Plumbers, Gasfitters and Drainlayers Board (PGDB). This means it must be carried out by — or under the supervision of — a licensed or registered practitioner. Any work on sanitary plumbing, water supply, or drainlaying that doesn't comply with the NZ Building Code (particularly clauses G12 and G13) is not just poor workmanship — it may be illegal.
If you suspect the work doesn't meet code, you can also contact your local council's building department, as they have authority to inspect and require remediation of non-compliant work. Always confirm consent requirements with your council, as some plumbing work requires a building consent while other work may be exempt under Schedule 1 of the Building Act 2004.
Step 4: Lodge a Complaint With the PGDB
If the plumber won't fix the problem, or if you believe the work was unsafe or illegal, you can make a formal complaint to the PGDB. The PGDB is the licensing authority for plumbers, gasfitters, and drainlayers in NZ and has the power to:
- Investigate complaints about licensed practitioners
- Require practitioners to remedy defective work
- Issue fines, suspend, or cancel a practitioner's licence
- Refer serious matters to the Plumbers, Gasfitters and Drainlayers Tribunal
You can check whether your plumber holds a current licence on the PGDB's public register before lodging a complaint.
Step 5: Seek Financial Remedies
If you've suffered financial loss — for example, you've had to pay another plumber to fix the work, or you've had water damage repaired — you may be able to recover those costs through:
- Disputes Tribunal: For claims up to $30,000 (or $50,000 by agreement), the Disputes Tribunal is a low-cost, no-lawyers option. It's well suited to consumer disputes over trade work.
- District Court: For larger claims, you may need to pursue the matter through the courts. Getting legal advice first is recommended.
- Your home insurance: Check your policy — some insurers will cover damage caused by faulty workmanship and may pursue the tradesperson on your behalf.
Step 6: Check for a Building Consent Sign-Off
For work that required a building consent, the council's building inspector must issue a Code Compliance Certificate (CCC) once the work is complete. If a CCC hasn't been issued and the work is defective, your council can require the work to be brought up to standard. Check with your local council if you're unsure whether consent was required — MBIE Building Performance has useful guidance on when consents apply.
When to Call a Professional
If the substandard work has caused an active leak, sewage issue, or any safety hazard, don't wait — call a licensed plumber immediately. Water damage can escalate quickly and pose health risks. You can find qualified, vetted local plumbers on tradedirectory.co.nz.
For work involving gas fitting, the stakes are even higher — faulty gas work is a serious safety risk. Contact the PGDB and WorkSafe NZ if you suspect unsafe gas installations.
Safety note: Never attempt to inspect or repair restricted plumbing or gas work yourself. Unlicensed work is illegal and can void your insurance, create liability issues, and put your household at risk.
Tips for Avoiding Problems in Future
- Always check the PGDB register before hiring a plumber
- Get at least two written quotes
- Ask for a written scope of work before any job starts
- Don't pay the full amount until the work is complete and you're satisfied
- For larger jobs, confirm whether a building consent is needed before work begins
Sources & Further Reading
- Plumbers, Gasfitters and Drainlayers Board (PGDB) — licence register and complaints process
- MBIE Building Performance — NZ Building Code, consents, and Code Compliance Certificates
- Consumer NZ — Consumer Guarantees Act rights and Disputes Tribunal guidance
- WorkSafe NZ — reporting unsafe work and gas safety
- BRANZ — building and plumbing technical standards information
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