Complaints and Disciplinary Processes

The Board recommends that, before making a complaint, you:

• try to resolve any issues by talking to the relevant plumber, gasfitter or drainlayer directly. Problems are often resolved quickly and effectively in this way.
• review what complaints the Board can consider and what outcomes it can order. Read our resolving problems guide for some helpful resources for matters that the Board cannot consider.

Things we can consider:

• Complaints about work that fall within the statutory definitions of sanitary plumbing, gasfitting and/or drainlaying.
• Complaints about negligent, incompetent and/or non-compliant work.
• Complaints relating to supervision issues.
• Complaints about unauthorised work being carried out.

Things we can't consider:

• Complaints about work that falls outside the statutory definitions of sanitary plumbing, gasfitting and/or drainlaying.
• Frivolous and/or vexatious complaints.
• Complaints in relation to refusal to supply compliance documentation and/or gas certificates.
• Complaints in relation to contractual, billing and invoicing disputes.
• Complaints requesting replacement and/or repairs.
• Confidential complaints

Things we can't do

The Board cannot award compensation or order repairs.

Supporting documents

Prepare any information you have to support your complaint - this could include photographs, invoices, quotes, compliance documentation and remedial reports.

Resolving Problems Guide

If you raise a concern or make a complaint with us, we need your name and contact details. This allows us to properly assess the information provided, seek clarification or further information where necessary, and ensure that any regulatory action we take is based on reliable information and a fair process.

You should also be aware that information you provide about another person may not always be able to be kept confidential.

Changes to the Privacy Act 2020 have introduced Information Privacy Principle 3A (IPP 3A). IPP 3A applies when an agency collects personal information about an individual from someone other than that individual.

This means that if you provide the Board with personal information about another person, there may be circumstances where we are required to notify that person that we have collected information about them. This can include telling them why the information was collected and, where required by the Privacy Act, the source of that information.

There are exceptions to these notification requirements. For example, in some circumstances notification may not be required where an exception under the Privacy Act applies. The Board will consider those requirements and any applicable exceptions on a case-by-case basis.

While we will handle information appropriately and in accordance with the Privacy Act, we cannot guarantee that your identity or the information you provide will remain confidential.

Before making a complaint or providing information about another person, you should therefore be aware that some or all of that information may need to be disclosed as part of the Board’s regulatory processes or to meet our obligations under the Privacy Act.

You can submit a complaint by:

By post:

Complaints Team

PO Box 10655

The Terrace

Wellington 6140

Our Registered Work Investigations Guide and our Unauthorised Work Investigations Guide explain the different disciplinary processes.

• Once we receive your complaint, a Complaints Advisor will contact you to request further information and confirm your complaint is within our jurisdiction to investigate.
• If your complaint does not meet the criteria for an investigation, your complaint will be dismissed.
• If the complaint does meet the criteria for an investigation, the Registrar will appoint an investigator.
• If the subject of the complaint is a registered person, they will received letters informing them of the investigation and they will also receive a copy of the complaint.
• The investigator then determines whether the Board should consider the complaint at a disciplinary hearing.

Complaints may lead to registered plumbers, gasfitters and drainlayers being disciplined by the Board and/or unauthorised persons being prosecuted in the District Court. However, the Board cannot award compensation or order repairs.

Complaints Process Unauthorised Work Investigations A Quick Guide

If you are a registered plumber, gasfitters and/or drainlayer, you will receive a letter informing you of the complaint and a copy of the complaint.

Our Complaints and Investigation Process - Guidance for Practitioners explains the complaints and investigation process.

Reflective Learning Session Guidance Complaints And Investigation Process Guidance For Practitioners 2025 Responding To Customer Complaints 2025

Sanitary plumbing, gasfitting and drainlaying are regulated industries in New Zealand. The reason they are regulated is to protect the health and safety of the public.

The Board runs an independent, fair process for dealing with complaints about the conduct of plumbers, gasfitters, and drainlayers and for complaints about unlicensed people illegally undertaking restricted work.

Legislation on complaints and discipline in relation to plumbers, gasfitters, and drainlayers below:

• Part 3, Subpart 1 of the Plumbers, Gasfitters, and Drainlayers Act 2006
• Complaints and discipline policy

Legislation on complaints and offences in relation to unlicensed illegal plumbing, gasfitting and drainlaying below:

• Part 3, Subpart 2 of the Plumbers, Gasfitters, and Drainlayers Act 2006
• Prosecutions policy

Complaints Process