What to Do If a Tradesperson Does Poor Work in NZ

Dealing with substandard work from a tradesperson is stressful, but New Zealand homeowners have solid legal protections and clear pathways to get things put right. Whether it's a leaky roof repair, a botched bathroom renovation, or electrical work that doesn't meet code, knowing your rights — and the correct steps to take — makes all the difference.

Start With the Basics: Check Your Paperwork

Before you do anything else, gather every document related to the job:

• Written quotes and contracts — what was agreed, for how much, and by when
• Invoices and receipts — proof of payment
• Emails, texts, and messages — a written trail of instructions and promises
• Photos — take dated photos of the defective work immediately
• Building consent documents — if a consent was required, confirm it was obtained

Always get multiple quotes from qualified tradespeople before starting any project, and insist on a written contract. This paperwork is your strongest tool if a dispute arises.

Step 1 — Raise the Issue Directly With the Tradesperson

Your first step should always be to contact the tradesperson directly. Many disputes are resolved at this stage. Be calm, factual, and put your concerns in writing (email is ideal so there's a record).

Clearly describe:

• What work was done
• What the specific problem is
• What outcome you want (repair, redo, or refund)
• A reasonable timeframe for their response

A reputable tradie will want to protect their reputation and will often return to fix genuine defects at no extra cost.

Step 2 — Understand Your Legal Rights

Consumer Guarantees Act 1993

The Consumer Guarantees Act (CGA) is your primary protection. Under the CGA, services must be carried out with reasonable care and skill, be fit for purpose, and be completed within a reasonable time. If the work falls short, you are entitled to have it remedied. If the tradesperson can't or won't fix it, you may be entitled to have someone else do the work and recover those costs.

Contract and Commercial Law Act

If you have a written contract, its terms also apply. A tradesperson who fails to meet agreed specifications may be in breach of contract.

Building Code Compliance

All building work in NZ must comply with the NZ Building Code. Key clauses relevant to common trades include B1 Structure, B2 Durability, E1 Surface Water, E2 External Moisture, E3 Internal Moisture, G12 Water Services, and H1 Energy Efficiency. If consented work doesn't comply, the tradesperson and/or the issuing council may need to be involved.

Step 3 — Escalate to the Right Authority

If direct negotiation fails, escalate based on the type of work:

Electrical and gas work are restricted work in NZ — it must be carried out by a licensed professional registered with the EWRB or PGDB respectively. If unlicensed work was done, report it to the relevant board immediately, as it is both illegal and potentially dangerous.

Filing a Formal Complaint

• EWRB and PGDB both have formal complaint processes on their websites. They can investigate, impose penalties, and in serious cases suspend or cancel a practitioner's licence.
• LBP complaints are handled by MBIE Building Performance. An LBP who does defective restricted building work can face disciplinary action.
• Disputes Tribunal handles claims up to $30,000 (or $62,000 by agreement) and is designed to be used without a lawyer. It's a practical, low-cost option for many homeowners.

Step 4 — Get an Independent Assessment

For significant defects, commission an independent report from a qualified professional — a registered building surveyor, engineer, or another licensed tradesperson in the relevant field. This report:

• Documents the defects objectively
• Identifies code non-compliance
• Provides an estimate of remediation costs
• Strengthens your position in any dispute or Tribunal hearing

BRANZ is New Zealand's building research authority and can be a useful reference for technical standards and acceptable trade practices.

Step 5 — Involve Your Council If Consent Was Required

If the work required a building consent and the finished work doesn't comply with the consent or the Building Code, contact your local council's building department. Councils have powers to require remediation of non-compliant work. Check MBIE Building Performance for guidance on what work requires consent and what falls under Schedule 1 exemptions — but always confirm with your own council, as interpretations can vary.

Preventing Problems: How to Choose and Vet a Tradesperson

The best dispute is the one you never have. Before hiring:

• Check qualifications and references — ask for licence numbers and verify them with the relevant board
• Get multiple written quotes — comparing at least three helps you spot outliers
• Use quality materials suited to NZ conditions — NZ's climate varies significantly from the humid north to the cold, wet south, and coastal areas face additional salt and UV exposure. Confirm material choices with your tradie
• Plan your project budget carefully including contingency — unexpected issues are common in renovation work; a 10–15% contingency buffer is sensible
• Understand building consent requirements before work starts — not after
• Use tradespeople found through reputable directories like tradedirectory.co.nz, where you can read reviews and check credentials

When to Call a Professional

Some situations require immediate professional involvement:

• Electrical faults or unsafe installations — do not attempt to inspect or repair yourself; contact a registered electrician and report to the EWRB
• Gas leaks or faulty gas appliances — evacuate, ventilate, and call a licensed gasfitter; report to the PGDB
• Structural concerns — cracking, movement, or instability requires a structural engineer
• Water ingress or moisture damage — can escalate quickly; get a building surveyor involved promptly
• Any work that may have breached the Building Code — consult your council and consider an LBP or engineer's assessment

For all of these, WorkSafe NZ is the authority if there is an immediate health and safety risk.

Practical Tips for Getting Good Value and Avoiding Disputes

• Always insist on a written contract before work begins
• Agree on a payment schedule tied to milestones, not payment in full upfront
• Do a practical completion walkthrough with the tradesperson before making final payment
• Keep a project diary with dates, conversations, and observations
• Check that the tradesperson holds public liability insurance
• For larger projects, consider using a licensed building practitioner — their work is backed by a statutory warranty

Sources & Further Reading

• MBIE Building Performance — Building Code and consents
• Licensed Building Practitioners — complaints and verification
• Electrical Workers Registration Board
• Plumbers, Gasfitters & Drainlayers Board
• BRANZ — building research and technical guidance
• Consumer NZ — your rights with tradespeople