Finding yourself unhappy with a drainlayer's work can be stressful, especially when it involves something as critical as your home's drainage system. The good news is that New Zealand has clear processes in place to help homeowners resolve disputes, seek repairs, and — if necessary — hold tradespeople accountable. Here's what to do, step by step.
Step 1: Document Everything First
Before you do anything else, gather evidence. Take clear photos and videos of the work you're concerned about, note dates when work was carried out, and keep copies of all invoices, contracts, quotes, and any written communications with the drainlayer. This documentation will be essential if the dispute escalates.
If a building consent was involved (required for most new drainage work and alterations), check whether a council inspection was completed and whether a code compliance certificate (CCC) was issued. You can contact your local council to confirm this. Work that hasn't passed inspection is a serious red flag.
Step 2: Raise the Issue Directly With the Drainlayer
In many cases, a calm, direct conversation resolves the problem. Contact the drainlayer — ideally in writing (email is best for a paper trail) — and clearly describe:
- What work was done
- What you believe is wrong or incomplete
- What outcome you're seeking (e.g., repair, refund, or re-inspection)
Give them a reasonable timeframe to respond, typically 5–10 working days. Many disputes are resolved at this stage, particularly if the issue is a minor defect or miscommunication.
Step 3: Check Their Licensing
In New Zealand, drainlaying is restricted work under the Plumbers, Gasfitters, and Drainlayers Act 2006. This means it must be carried out by — or under the supervision of — a person licensed by the Plumbers, Gasfitters and Drainlayers Board (PGDB).
You can search the PGDB register online to confirm whether your drainlayer holds a current licence. If they carried out restricted work without a licence, this is a serious legal matter and you should report it to the PGDB immediately.
Step 4: Make a Formal Complaint to the PGDB
If direct communication fails, or if you believe the work is genuinely substandard or unsafe, you can lodge a formal complaint with the PGDB. The Board investigates complaints about licensed practitioners and can take disciplinary action, including fines, suspension, or cancellation of a licence.
Complaints to the PGDB are most effective when they relate to:
- Defective or non-compliant workmanship
- Unsafe drainage work that poses a health or environmental risk
- Unlicensed work being carried out
- Unprofessional conduct
Visit the PGDB website for their complaints process and forms.
Step 5: Explore Dispute Resolution Options
For financial disputes — such as overcharging, incomplete work, or seeking compensation — you have several options:
Disputes Tribunal
For claims up to $30,000 (or $50,000 by agreement), the Disputes Tribunal is a low-cost, straightforward option. You don't need a lawyer, and hearings are informal. This is often the most practical route for homeowners seeking a refund or compensation for remedial work.
Consumer Protection Rights
Under the Consumer Guarantees Act 1993, services must be carried out with reasonable care and skill and be fit for purpose. If the drainlayer's work doesn't meet this standard, you have legal grounds to request a remedy. Consumer NZ has helpful guidance on your rights.
Your Insurance
Check whether your home insurance policy covers defective tradework or consequential damage (such as water damage caused by a faulty drain). Contact your insurer early, as they may assist with remediation costs and can sometimes pursue the tradesperson on your behalf.
Step 6: Get an Independent Assessment
If you're unsure whether the work is actually defective, consider hiring another licensed drainlayer to inspect and provide a written assessment. This independent report can be invaluable if you proceed to the Disputes Tribunal or PGDB complaint. It also helps you understand the scope and cost of any remedial work needed.
BRANZ is New Zealand's building research authority and can provide technical guidance on what constitutes compliant drainage work under the NZ Building Code (particularly Clause G13 – Foul Water and Clause E1 – Surface Water).
When to Call a Professional
If the drainage issue is causing active sewage leaks, flooding, or health hazards, don't wait — contact a licensed drainlayer immediately to make the situation safe. Faulty drainage can pose serious public health and environmental risks. WorkSafe NZ should be notified if there is an immediate safety risk on a worksite.
Remember: never attempt to carry out drainlaying work yourself. Drainlaying is restricted work in New Zealand, and unlicensed work is illegal and could void your insurance or create liability issues when you sell your property.
If you need a qualified, trustworthy drainlayer to assess or remedy the situation, you can find licensed professionals in your area on tradedirectory.co.nz.
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