If a tradesperson has done a bad job on your home, you are not powerless. In New Zealand, your rights may come from the Consumer Guarantees Act (CGA), the Building Act, and the written or verbal contract you agreed to with the tradesperson.
The key is to act quickly, keep good records, and choose the right next step for the problem. Some defects can be fixed by asking for a redo. Others may justify a price reduction, an independent repair quote, or a formal dispute process.
First, work out what went wrong
Not every disappointing result is legally a “bad job”. The issue has to be more than a simple change of taste or a misunderstanding about the finish you wanted.
A defective tradesperson job in NZ might include:
• Work that is unsafe, incomplete, or not fit for purpose
• Poor workmanship that does not meet a reasonable standard of care and skill
• Materials that are unsuitable for the job or different from what was agreed
• Work that does not match the quote, scope, plans, or specifications
• Damage caused to your home during the job and not properly fixed
If the work relates to building work, plumbing, electrical work, gas fitting, or drainage, the issue can be more serious because safety and compliance may be involved. For building work, check whether the work should have followed the Building Code, consent conditions, or other regulatory requirements.
Check the paperwork
Before you complain, gather the documents and messages that show what was agreed.
• Quote or estimate
• Written contract or acceptance email
• Scope of work, plans, or drawings
• Texts, emails, and photos before and after the job
• Invoice and payment records
• Any product information or warranty documents
If the tradesperson gave a quote and you accepted it, that can form part of the contract even if there was no formal agreement document.
Your main rights under NZ law
For many home repair and improvement jobs, the Consumer Guarantees Act gives you a legal baseline. The service must be carried out with reasonable care and skill, completed within a reasonable time if no timeframe was agreed, and fit for the purpose you made known to the tradesperson.
If the work is faulty, the CGA may entitle you to require the tradesperson to put it right at no extra cost. If they refuse, fail to do it within a reasonable time, or cannot fix it, you may be able to claim a reduction in price or arrange someone else to fix it and seek reimbursement, depending on the circumstances.
Contract law also matters. If the tradesperson promised something specific and did not deliver it, you may have a breach of contract claim. That can apply even where the CGA does not, and it is especially important when there are clear written specifications or timing commitments.
When a “major failure” may exist
A more serious problem can give you stronger options. A major failure may exist where:
• The work is unsafe or substantially unfit for purpose
• The result is very different from what was agreed
• The problem cannot be fixed easily or quickly
• You would not have hired the tradesperson if you had known the true position
In a major failure, you may be able to cancel the contract for the affected part of the service and seek a refund or compensation for reasonably foreseeable losses.
How to raise the problem properly
The best approach is calm, clear, and in writing. Start by telling the tradesperson exactly what is wrong and what you want them to do about it.
Practical complaint steps
• Take clear photos and, if needed, short videos of the defect
• Write down dates, what was done, and who said what
• Compare the finished work with the quote, scope, or plans
• Notify the tradesperson promptly
• Ask for a specific remedy, such as repair, completion, refund, or a price reduction
A good complaint email might include the problem, the expected standard, and a reasonable deadline for response. If there is a safety issue, state that the work must not be used until it is inspected or made safe.
Use a short, factual tone
Avoid threats in your first message. Focus on facts such as:
• What was promised
• What was delivered
• What is defective or incomplete
• What remedy you want
• When you need a response by
If the tradesperson is willing to fix the problem, make sure the scope of the redo is clear in writing. If they offer a partial refund or credit, confirm whether that settles the issue completely.
What if they refuse to fix it?
If the tradesperson ignores you, denies responsibility, or keeps delaying, you have more options. Before spending money on repairs, get advice on whether the job has genuinely failed under the CGA or contract.
Possible next steps include:
• Getting an independent inspection or second opinion
• Asking for a written repair quote from another tradesperson
• Withholding the disputed amount if you have a solid basis to do so
• Paying another contractor to fix urgent defects and keeping the invoices
• Sending a formal letter of demand
Be careful with withholding payment. Only withhold what is genuinely in dispute, and keep the undisputed portion moving if that is appropriate under the contract. If you stop all payment without a strong basis, you may create a separate dispute.
Typical cost ranges for getting things fixed
Repair costs in NZ vary widely by trade, region, and urgency. Indicative ranges only:
• Minor patch-up or small corrective work: $150 to $800
• Small repair or rework by a tradesperson: $500 to $2,500
• Moderate remediation, such as rewiring sections, replacing defective plumbing components, or fixing poor tiling: $2,000 to $10,000+
• Building remediation for serious defects or compliance issues: $5,000 to $50,000+ depending on scope
If the original job has caused wider damage, such as water ingress or mould, the cost can be much higher. Keep all quotes and receipts, because you may need them if you claim compensation.
Dispute resolution paths in New Zealand
If direct negotiation fails, you still have a few formal avenues.
Small claims and mediation
The Disputes Tribunal can hear many consumer and contract disputes up to its jurisdiction limit, and it is often a practical option for homeowners. It is designed to be faster and less formal than the District Court.
Mediation can also be useful if both sides are willing to talk. It may preserve a relationship where the tradesperson is still working on other parts of the job.
Industry and regulatory channels
Depending on the trade, there may be a professional body, licensing regime, or complaint process. For example, some building-related work may involve licensed building practitioners, while electrical and gas work has safety and compliance rules that can be raised with the relevant regulator if serious.
If the problem involves unsafe electrical, gas, or structural work, do not wait if there is a real safety risk. Arrange urgent inspection or make the area safe first.
Insurance and bank card disputes
If the defective work caused damage, your home insurer may be involved, although cover will depend on the policy, exclusions, and cause of loss. If you paid by credit card, a chargeback may sometimes be possible, but time limits are strict and success is not guaranteed.
Preventing the same problem next time
The best protection is a clear agreement before work starts. This is especially important in New Zealand, where weather exposure, coastal conditions, and older housing stock can make quality and durability matter a lot.
Before hiring a tradesperson, try to confirm:
• The exact scope of work
• Materials and brands to be used
• Start and finish dates
• Who is responsible for permits, consents, or inspections
• How variations will be approved and priced
• What warranties or guarantees apply
A good contract does not remove your rights under the CGA, but it makes disputes much easier to prove and resolve.
If the work is a mess, do not assume you have to live with it. In many cases, the law gives you a pathway to demand a proper fix, recover costs, or seek a refund. The sooner you document the issue and raise it clearly, the better your chances of getting a fair outcome.